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:

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.

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