Provided leadership for teams up to 22 FTE for Order Entry and Billing, supporting $2B in sales across multiple business segments, optimizing processes to reduce order fulfillment time by 3 days. Leadership included on-site and remote staff and indirect management for offshore staff.Developed and maintained self-service and automated Fulfillment processes resulting in 30% manual work reduction and $500k annualized savings.Created data-driven Fulfillment reporting tools providing actionable insights to improve productivity. Orchestrated seamless migration of 80K customers to a new CRM platform, ensuring zero disruption to business operations.Spearheaded Fulfillment operations offshore outsourcing, delivering $500K and 20 FTE savings in first wave through strategic workforce transition and process optimization. Future waves resulted in over $2M and 100 FTE savings.Engineered and executed Fulfillment order processing workflows, increasing efficiency, and accelerating order turnaround times by 20%. Managed quality control group to optimize order entry accuracy, improving from 80% accuracy to 98% accuracy within 12 months.

Promotion expanded scope to both lead self-service Fulfillment automation project in addition to all duties from prior position. Engineered and launched self-service automation portal driving over 200,000 self-service transactions annually and reducing costs by $450K. Pioneered new e-ordering system for sales teams, enabling over 13K digital submissions annually and providing instantaneous order fulfillment.Core member of team that drove development and rollout of new global Fulfillment standards, unifying processes across six countries eliminating redundancy and improving best practice sharing.Led integration of sister-company, LexisNexis Risk Solutions, Order Fulfillment into LexisNexis group, streamlining workflows and improving turnaround time by 2 days.Established dedicated Quality Assurance team for online order processing to identify error trending issues and highlight training opportunities. Architected new web-based order submission system for new business accounts, reducing submission time by 25% and improving order processing time through more complete order submission. Provided groundwork for future order automation.Led Fulfillment Operations training team, designing, and delivering programs that accelerated new hire proficiency and optimized existing staff performance while reducing errors.

Provided leadership and development for a 10 FTE Order Status team, providing workflow management, Service Level Agreement visibility and contract retention.Led full lifecycle development and continuous enhancement of a custom Order Status tracking application that improved order visibility, created contract repository, and reduced Sales inquiries by 50%.Developed and managed data-driven tracking and analysis of team performance metrics, identifying improvement opportunities that increased productivity.Conducted comprehensive analytical projects that optimized Fulfillment operations, improving productivity and accuracy.Designed and implemented customized web-based tools and applications for Sales team by delivering customer and billing data in organized format to improve decision making, increasing Sales team efficiency by 20%Diagnosed and resolved critical defects in customer billing tracking system, preventing revenue losses.Executed strategic pricing updates in billing systems, enabling seamless price optimization.

Created and tracked operational performance tracking metrics Administered fulfillment order forms Performed monthly invoice auditDeveloped and implement billing process improvementsTroubleshoot customer bill tracking tool setup issues

Prepared monthly financial statement and job costing reports Managed accounting staff including A/R, A/P, P/R, collections and administrative staffPrepared and reconciled federal, state, locality, sales and use tax returnsAdministered company-wide computer system, including SCO Unix and Novell NetworksTracked and analyzed fixed assetsPerformed monthly bank reconciliation, adjusting journal entries to ensure accuracy of the financial statementsForecasted monthly billing and labor expenses for senior management to ensure proper staffingPerformed exception reporting and financial statement analysis