John Mclaughlin Email & Phone Number

Campbell, Ca, Us

Campbell, Ca, Us

Campbell, Ca, Us

Santa Clara, Ca, Us

• Led the successful operational launch of the companies first service offering, collaborating across IT, Sales, Finance, Support and Engineering to coordinate and finalize product terms and pricing, operational processes, and internal/external training. • Led the launch of the companies new Partner Portal via Salesforce.com by driving the execution through collaboration with Sales, Marketing, and IT that has increased portal traffic and Partner CSAT. • Led an Engineering initiative to create a single source of truth for the company’s product master by creating a cross-functional engagement model among IT, Supply Chain, Sales, and Engineering, retiring redundant data sources, and ensuring a clear process for how product data is both created and modified.

Sunnyvale, Ca, Us

• Drove company wide cultural improvements around product quality by working directly with senior leadership to enact operational best practices such as six sigma, functional level rewards and recognition, and programs to allow for bottoms up process feedback.

San Jose, Ca, Us

Led a team that onboarded every operations organization (Engineering, IT, Supply Chain, HR, Finance) across the company onto a portfolio management system. This resulted in streamlined project data across the entire company, which allowed for clearer decision making and increased productivity towards financial reporting. Marketed the new portfolio process to each function, directing the change management effort to ensure organizational adoption.Collaborated across every operations organization to create a standardized portfolio view that is used to help determine annual project funding decisions. Results led to a decrease in funding decision timelines by one month, allowing project start dates to begin earlier than years past.Drove operational and cost efficiency through portfolio management system releases using Agile methodology. By partnering with IT, was able to drive a 10% increase in productivity through system releases.Created a standardized metric methodology for portfolio reporting across the company that allows visibility into how and when business capabilities are being delivered. Collaborated Supply Chain organization delivering a new royalty payment engine to help them establish success metrics that tied to business value, and dates for when those metrics would be met.

San Jose, Ca, Us

Led a project that streamlined vendor processes when responding to customer issues. Project led to a 50% reduction in case resolution time, which led to a 5% increase in Customer Satisfaction.Created an order queue for high dollar customers that reduced overall booking time from 48 hours to less than 2 hours.Led an initiative that looked at increasing the speed of booking for orders that were delayed due to discounting issues. Collaborating with Sales and IT, the results were: -Increased First Contact Resolution for orders with discount issues by 6%. -Reduced booking time of orders with discount hold from 17 hours to 12 hours.Ensured process compliance with SOX regulations, worked with internal and external auditors to test compliance and drive remediation planning as needed.Prepared departmental review/audit plans, understood the specific issues to be evaluated and conducted business process reviews/audits. Ensured that review/audit issues are well-defined, root causes were identified and mitigating controls were established. Developed formal reporting system to communicate results of departmental audit activities to management.

San Jose, Ca, Us

Managed large offshore vendor teams to execute business processes that met SLAs and directly tied to monthly and quarterly Sales commits.Increased productivity of manual order bookings resulting in a reduction of 5 vendor HC needed to meet SLAs,Streamlined processes to allow for one vendor team to do the work previously done by three.Absorbed multiple company acquisitions containing different booking processes and assimilated them into the standard process with no negative impact to operational metrics.Optimized multiple processes in the order management space that reduced booking times and risk of SOX violations, in addition to decreases in number of orders held up due to validation issues.

San Jose, Ca, Us

Updated and maintained all process documentation. Worked cross-departmentally to maintain, update and ensure consistency of business processes and policies.Partnered with IT and cross-functional compliance and audit teams during new business integration to establish related controls and departmental reviews.