In the General Manager position for Savoy House, the manufacturing division of Progressive Lighting, I provide management support to our customer service and credit and collections teams and am responsible for the development and implementation of monitoring processes for facets of customer service and collection efforts. This critical duty involves tracking, monitoring and adjusting vital and significant functions of customer service and aging analytics as well as planning and supervising changes and daily operations of our CS team, call center and credit & collections teams. I work closely with our executive managers, outside sales rep agencies, customer service team, credit and collections team, clients and shared services of accounting, data and purchasing alike to identify and rectify operational performance or product quality control issues. My goal is to provide prompt, customer-centric resolution.As a motivated self-starter, I am comfortable in a fast-paced environment, and able to multi-task and prioritize the work load. In this role, I am especially passionate about fostering an environment of empowerment for our team, often influencing and steering changes as necessary, so our teams can best support the customer experience and their personal growth journey. My detail-oriented nature also enjoys the analytical focus in interpreting data to create and provide KPIs and analytics for our key stakeholders to help drive good business decisions for both CS and AR impacts. I also use these analytics to provide performance management, ongoing training, as well as holding team accountability for metrics and goals.During the implementation of our new ERP system NetSuite, I created task mappings for each role and recreated processes in the Sandbox to test for functionality. Next I identified SMEs to delegate testing and initiated communication plans with both our dev team and IT admin. As functions were "passed", processes were provided to our team via recorded videos with explanations, screen shots, and in-person training sessions to ensure our team was ready for production at "Go Live". Upon launch, continued to identify and report bugs/issues and maintained efforts to streamline processes and identify efficient path for maximum productivity.
Listed skills include Accounting, Accounts Payable, Invoicing, Payments, and 39 others.
