• Analyze current and new business processes and how they impact Netsuite ERP, CRM, and Oracle WMS technology platforms.• Recommend solutions for existing business challenges and new business processes within our core technology platforms.• Provide support, analysis, and process documentation for multiple integrations to our Netsuite platform and their associated process areas.• Conduct stakeholder interviews to gather requirements and ensure compliance traceability through the SDLC processes.• Collaborate with developers to ensure that product designs meet customer needs.• Develop process models, use cases and user stories to define system functionality as well as conduct QA functional and regression testing.• Create end user manuals and knowledge base articles.• Create curriculum and conduct end user training sessions on new software applications and tools • Perform Netsuite Administration duties such as; role creation, permission set-up and monitoring and custom object configuration

I collaborate closely with various product owners and technical resources to define and document requirements, technical solutions, test cases and business processes for system requests. While also providing production support for system issues.

Responsible for developing and maintaining reporting on key perfomance metrics for Customer Care call center and Consumer Support backend processing.Assisted with development of department processes.Assisted with Corporate ERP implementation and development of training and reference materials as business area subject matter expert.

Oversee a group of 11 agents that take care of back end processing. - Sales order fulfillment - Carrier and shipping issue resolution - Claims processing - RTV processingCollaborate with cross functional partners to analyze current processes with the intent of finding opportunities to improve customer satisfaction and/or increase business efficiency.Create and communicate cross functional process documentation

Dual role.Customer Care Operations role: - Oversee agents that take care of back end processing - Parts order fulfillment - Carrier and shipping issue resolution - Claims processing - Collaborate with Operations team to analyze process gaps to improve customer satisfaction.Customer Care Call Center role: - Coached representatives on benchmarking and personal goals. - Developed curriculum and taught a variety of training courses. - Managed a team of up to 19 Customer Care Specialists. - Worked with management to develop and execute on department goals and complete projects. - Monitored agents for adherence to department policies and procedures - Trained classes of up to 20 recruits in call center process and procedure.Accomplishments: - Initiated and created a SharePoint based knowledge center, which housed department process and procedures. - Created and implemented training for call center staff on the new tool. - Maintained the processes contained in the knowledge base