Kathleen Moe Email & Phone Number

Rockford, Illinois, United States

• Manage a portfolio of projects including efforts tied to strategic accounts• Deliver value to our customers by owning project delivery outcomes from kickoff to closure for customer facing solutions• Communicate regularly with project stakeholders on status, schedule, budget, and risk factors through each project phase• Conduct project kickoffs, planning sessions, and regular delivery meetings• Lead teams consisting of implementation engineers and influence everyone around you to deliver positive results for both Cleo and our customers• Understand and communicate the value of Cleo’s solutions to our customers• Thrive on assuming ownership for all project deliverables and outcomes• Support organizational growth by following best practices related to time accounting, forecasting, and budgetary management• Effectively communicate all project activities and needs with the customer and liaise with implementation engineers and other departments that support your projects• Help shape a growing and results-focused PMO with your delivery experience and strong project management skillset

• Manage and oversee all aspects of technology projects in a fast-paced, dynamic, and challenging environment• Ensure customer projects are completed on-time, on budget and meet or exceed customer expectations• Responsible for managing the project’s scope, costs, schedule, internal staffing, outside vendors, and contractual deliverables• Utilize my high level of communication, coordination and a strong knowledge of technology• Determine and define project scope and objectives• Predict resources needed to reach objectives and manage resources in an effective and efficient manner• Manage work and resources based on scope and contract requirements• Report and measure against KPIs including timing, budget and completion• Measure project performance to identify areas for improvement• Develop and manage a detailed project schedule and work plan• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress• Manage contracts with customers by assigning tasks and communicating expected deliverables• Utilize industry best practices, techniques, and standards throughout entire project execution• Monitor progress and make adjustments as needed

Greater Minneapolis-St. Paul Area

• Coordinated and monitored technical projects or programs from initiation through delivery as part of the retail network, connecting trading partners around the globe to optimize supply chain operations for retail partners• Demonstrated expertise in project delivery, managing 20-30 projects and portfolio of 60+ active customers• Served as a liaison between technical and non-technical departments in order to ensure that all targets and requirements are met; acted as information broker by directing communication to/from team, internal stakeholders and customers• Kept leadership informed of key issues that may impact project completion, budget, or other results, and offer risk mitigation recommendations when needed• Conducted highly complex work critical to the organization with extensive latitude for independent judgment• Created and maintained project work schedules, tracks customer requirements and translates customer requests into project deliverables; coordinated other functional interaction to support implementations of projects• Monitored work-flow requirements to meet timelines and quality expectations• Ensured quality standards and metrics are being consistently applied in the implementation of projects• Demonstrated the ability to proactively prioritize needs and effectively manage resources

Minneapolis, Mn

• Focused on driving success within the email and phone support queues while engaging in proactive, offensive tasks involving team development, queue management, process efficiencies and account management• Had a large degree of autonomy in what they do to improve the team and enhance the service they give their personal accounts.• Served as a point of escalation and a technical resource for the Retail Support Analysts• Achieved business heightened operations intelligence and strong customer relations via on-site meetings• Championed customer experience and quality assurance through phone, email, and chat communication amongst the Retail Support Analysts• Identified trends in service and quality providing Analyst feedback on accomplishments and opportunities• Ensured Analysts provide a consistent message and experience to customers and trading partners• Actively drove Analyst Team results and metrics that align with yearly team goals• Engaged in the Analyst training processing; Works as liaison between the trainees, mentors, training SMEs, internal training leads and managers of Retail Support to ensure all required and necessary trainings are being completed• Designed and implements training initiatives for new members of the Retail Support team• Worked as part of the Retail Support team, providing service for customers’ technical questions via phone, email and/or online chat during assigned work hours• Answered, evaluated and prioritized requests from Retailers and their respective vendor community that would be considered a testing and certification vendor, as well as Trading Partner Intelligence vendors experiencing problems with SPS services and Electronic Data Interchange (EDI)

Minneapolis, Mn

• As a senior member on the Retail Services team, I engaged the team as an escalation point for processes and procedures• I had complete knowledge of company tools and championed in peer-training and cross-training initiatives.• Provided service for customers’ technical questions via phone, email and/or online chat• Answered, evaluated and prioritized requests from Retail customers and vendors who have tested and certified with SPS Commerce experiencing problems with SPS services and Electronic Data Interchange (EDI) or reporting.• Facilitated problem recognition, research, isolation, resolution and follow-up for customer problems, escalating the most complex problems to appropriate staff / departments, when necessary.• Exhibited excellent customer relationship and professional communication skills• Performed proactive outreach to customers on projects or explaining best practices, as assigned.• Applicability Statement 2 (AS2) subject matter expert which involves updating, testing, and troubleshooting in the AS2 interface

Minneapolis, Mn

Eau Claire, Wi

Team Leader: Presentation and In-StocksDecember 2011-September 2013• Responsible for all store merchandising, presentation and inventory levels for a Super Target Store with an annual volume of $55 million; recognized by District Team Leader for having the strongest store brand and stock mix in the 11-store district• Led in-stocks team to audit store’s replenishment processes, logistics, and stocking routines; collaborate with partners at headquarters to guarantee proper inventory mix and stock levels• Planned, scheduled, and executed all store transitions; earned ranking within the top 10 in the region for each week of fiscal 2012 for accuracy and timeliness of store transitions• Achieved a 9% increase in Sales Floor Operational metrics (measures floor sets, ad execution, merchandise presentation) over last year; led previously under-performing store teams to earn top Sales Floor Operational Scores within Group and exceed company goal of 90 with a score of 98• Allocated departmental payroll hours weekly; received recognition from Group Vice President for being 1 of 7 stores in the 59-store group to make payroll during every month of fiscal 2012• Led successful Perishables Reinvention Project estimated to increase departmental sales through new products, positioning, packaging, signing, and fixtures; collaborated with department leads, logistics team, signing specialist, headquarters, and food distribution center to ensure an accurate transition and proper food safety guidelines were achievedTeam Leader: Guest ServiceSeptember 2008-December 2011Team Leader: Soft LinesMarch 2007-September 2008Team Leader: Hard LinesSeptember 2006-March 2007