Assists in overseeing day-to-day operations of a 24/7/365 distributed dispatch center. Functions include account management and relationship development, project implementation and management, and development of processes and procedures.• Assisting in achieving 200% growth during the pandemic (2020-2021).• Participated in successful project to transition team of 25 to a remote work environment.• Review and analyze client data to provide specific reporting or visualization for desired issues.• Essential in reinvigorating transition to new software platform without negative impact to expenses or client relationships while increasing bottom-line profits.

Provided program support in the recruitment, retention, and success of students and faculty for seven undergraduate programs and three graduate programs.• Developed system to track budget and expenses to provide more accurate reporting and visibility.• Managed project roll out of synchronous learning system for instruction to be provided from main campus to offsite satellite location and vice versa.• Integral in securing SACS accreditation for the University to be approved to offer a full degree program online.

Provided user support for over 100 order management and support staff in the North America region as subject matter expert in assigned areas with resolution of intermediate to complex process and systematic errors.• Created internal processes documents, job aides, and alerts around areas of expertise for use in the region.• Developed, produced, documented, and provided training to increase efficiency for SAP system users.• Evaluated key performance indicator data providing root cause analysis and corrective action for deviation from established goals.• Revised and updated out-of-date user process documents in areas of expertise, improving efficiencies and streamlining processes for global operations in the region.

Directed and coordinated all aspects of order fulfillment and material management for the project management team with a 4-member team that processed approximately $28M of annual order volume.• Maintained cohesive working relationships across cross-functional teams, including sales, project management, material management, billing operations, and manufacturing supply chain by involving teams in multi-faceted projects to increase on-time delivery and system integration.• Performed as subject matter expert in ordering systems and processes by continuously identifying and implementing training in areas of needed improvement for successful and efficient order entry and monitoring.• Created system to track maintenance orders for assigned customer accounts to improve renewal capture while increasing customer satisfaction and relations.• Developed Defense Property Accountability System (DPAS) process document and job aid to allow for improved response time and vendor’s comprehensive understanding on responsibilities to rated requests which prevented monetary fines from being levied.• Assisted in developing report that decreased time to run and providing status on all open items in half which increased customer satisfaction around material tracking and updates.• Participated in roundtable with sales team as order management subject matter expert, providing areas of improvement to decrease time from order receipt to order processing.

Analyzed, processed, and scheduled order requests and managed deliverables to requested job sites. Responsible for project coordination, order tracking, order status reporting, and data analysis on key performance goals.• Maintained exceptional internal metric levels for timely order entry, firm scheduling, and meeting customer required completion dates by developing and running daily reports from databases.• Increased on-time delivery of material to customer accounts by developing listing of equipment vendor contacts across multiple business lines for escalations and issuing pull-up requests which was shared with other customer account teams.• Developed tracking of assigned customer account purchase orders from receipt to project completion with expected value, start and complete dates, business unit, and billing date which increased revenue and growth as well as used for historical reference.• Oversaw account transition to a customized SAP platform which allowed for more accurate tracking of key performance indicators and ability to make focused improvements.