I am currently leading remote and on-site order management teams in Canada and US, collectively responsible for 62% of the global order volume, as well as the global enablement team responsible for customer set up and customer asset management. My role requires outstanding organizational, communication, and leadership skills, and an ability to develop innovative solutions to meet company objectives and goals. I have demonstrated success implementing and managing significant organizational growth and change through various acquisitions and restructuring. Core responsibilities include:• Providing superior customer experiences to customers, partners, and internal colleagues by consistently demonstrating Entrust's core values.• Ensuring operational excellence from order receipt through shipping and invoicing, working with cross-functional partners to create an excellent customer experience.• Establishing and managing team deliverables, ensuring service-level objectives are met or exceeded, with a focus on quality, accuracy, timeliness, and effective communication.• Ensuring the teams have a high availability for customer contact to facilitate prompt responses to inquiries.• Driving effective and consistent use of business systems (SFDC, Oracle, etc.), identifying and executing best practices and system enhancements.• Establishing performance metrics (including service levels, KPI's and associated requirements) for account specialists and supervisors in the Americas.• Leading and implementing the development of business strategies, methods, and policies and procedures for the department to support company goals and objectives.• Continuously identifying, leading, and working cooperatively with team/project members to improve efficiency and meet Entrust's continuous improvement initiatives.• Developing, managing, and adhering to the department budget.

Managed remote and on-site order management teams in Canada and US, responsible for 62% of the global order volume, as well as the global enablement team responsible for customer set up and customer asset management. Core responsibilities included:• Escalation point for internal and external customers• Continuous process review to ensure effective and accurate order processing from receipt to closure• Ensured team deliverables and service level agreements are met• Performance management using established metrics and KPIs• Drove consistent use of systems and global processes• Managed departmental budget for US and Canada• Team coaching, mentoring, and individual development planning• Project work as assigned

Managed a team of 11 account specialists responsible for 55% of the global order volume. Improved efficiency and accuracy year over year by implementing new training techniques and measurable KPI’s. Acted as primary point of escalation for order management at headquarters and the primary subject matter expert for global customer operations assigned to all cross-functional projects.

Provides an exceptional customer experience through proactive order management from receipt to closure. Develops and maintains strong customer relationships by anticipating a customer's needs and expectations in partnership with various internal departments. Collaborates with the global trainer to update and streamline training processes. FII subject matter expert for the order management team involved in several projects that have reduced or eliminated the manual efforts of the role (Sharepoint automation, eStore, CPQ). Utilizes knowledge and skill set as the FII SME to train new hires and refresh the knowledge of the team.

Handled direct inbound communications with customers, managed 50% of the company order volumes, and assisted management in the maintenance of the company product catalog and price lists. Additional responsibilities included providing backup support for website management and UX design through Magento, and backup for Accounts Receivable during vacations.

Assisted in the management of a group of 14 cashiers in their day to day roles. Ensured ticketing locations were staffed appropriately and that cash drawers were accurate. Monitored and reported on numerous KPIs to all Management levels in an effort to meet and exceed performance goals. Generated training documents and conducted training for all new hires. Created coaching opportunities for employees around their individual strengths and weaknesses.