John Spence Email & Phone Number

Richmond, Virginia, United States

Managed customer inquiries and issue resolution through Live Chat and email channels using Salesforce, providing solutions for procurement and payment-related problems in Coupa, Salesforce, and Oracle systems.• Collaborated with functional teams, including Supplier Onboarding, Purchasing, and Contract Enablement, to resolve escalated supply chain issues, ensuring timely resolution.• Spearheaded process improvements that enhanced customer experience, reduced turnaround time, and cut operational costs by streamlining workflows.• Authored and updated reference documents for team use, ensuring efficient resolution of complex issues and faster onboarding of new hires.• Presented metrics and trend analyses during team meetings, driving data-informed decisions.• Led one-on-one training sessions for new hires, accelerating their mastery of supply chain processes.Key Achievements:• Resolved 90% of customer cases by creating a popup message in Coupa for Canadian customers, allowing them to self-correct Requisition errors using the correct Business Unit code.• Reduced resolution time for complex issues from 48 hours to real-time by developing comprehensive process guides, significantly improving team efficiency.

Richmond, Virginia

Proactively engaged with customers experiencing invoice errors, providing guidance to ensure accurate and timely invoice processing in Coupa.• Managed special check payment requests for urgent supplier payments, demonstrating ownership and accountability for time-sensitive financial transactions.• Enhanced invoice processing efficiency by creating standardized operating procedures, increasing productivity and reducing errors across the supply chain.• Established and fostered cross-departmental relationships to ensure seamless invoice processing, meeting critical deadlines.• Advocated for the use of the supplier self-service portal, which streamlined invoice submissions, reduced manual input, and cut costs.Key Achievements:• Drove a 75% decrease in manual keying time by promoting the use of the Coupa Customer Portal, resulting in faster invoice integration and real-time access to critical payment data for suppliers.• Reduced communication overhead by 25% by streamlining the process for retrieving Coupa history, empowering internal customers with immediate access to needed information.

Richmond, Virginia

Oversaw data inputs and outputs using Aspect eWFM to optimize workforce scheduling for multiple departments, ensuring that all time-sensitive requests were addressed promptly.• Led training initiatives for new staffing specialists, planners, and call center managers in the use of scheduling tools, reducing errors and improving workforce planning accuracy.• Participated in weekly planning meetings, contributing to strategic resource allocation decisions to meet changing business needs.

Richmond, Virginia

• Monitored voice technology and critical system alerts to detect and escalate system issues, minimizing downtime and ensuring continuity in call center operations.• Coordinated resolution efforts by liaising between IT, management, and affected departments, ensuring prompt and efficient issue resolution.• Trained new system coordinators, ensuring they mastered system monitoring processes and incident management procedures.

Richmond, Virginia

Supervised a night shift team of 8-10 machine operators, ensuring the timely and accurate processing of over 100,000 letters per shift.• Compiled and reviewed daily production reports, maintaining a 98% accuracy rate in production data.• Oversaw workflow and deadlines, ensuring the processing of over 500,000 letters weekly, achieving positive feedback from management.

Associate Of Arts And Sciences - Aas, Business Administration And Management, General

Business Administration And Management, General