• Timely resolution of website user questions, incorporating expert communication skills to assure the highest level of customer service. • Recommend ongoing improvements to sites via information obtained through customer interaction.• Assist in website maintenance/new releases to ensure accuracy, timeliness and relevance.• Assist BT Support to monitor sites for broken links, outdated information, typos, and materials that can be archived.• Assist in testing validating new enhancements to comply with issues or new business requests.• Resolve requests for online support, via incoming phone calls and through email customer support mail boxes. • Serve as a resource to CSR team members as a second level expert (SME) • Provide answers to questions related to content, processes (UI flow), functionality and access procedures for both sites (GS/TRADE).• Develop, design, maintain and act as the Administrator for the Customer Service SharePoint Site for both Collegeville and Memphis Customer Service Teams. This includes all images, links and informational archive tools. Performs site backups/archives, maintenance and Security of the site and all sub-sites. • Back up support to Operational Coordinator for the following areas: Telecommunications, and Business Continuity

• Conducted feasibility studies and led cross functional teams to evaluate, develop, and implement new technologies to support Customer Service.• Successfully lead project plans through design, development, implementation and support. Including technologies such as electronic data interchange (EDI), 852/867 inventory data management systems, vendor managed inventory (VMI) systems, business intelligence (BI) reporting, quality monitoring and web solutions. • Provided maintenance and support by managing change control process for departmental technologies. • Led project teams through Prescient application and Oracle database upgrades. • Supervised vendor resources supporting data management systems.• Coordinated enhancement efforts including the implementation Additional Activity Codes into the EDI, Preprocessor, Prescient, SAP and BI production systems.• Initiated SharePoint Team Site/Sub-Site design and development for content management solutions to include InfoPath and Workflow tools. • Successfully managed department transition to SharePoint 2010 including communication, user training development and delivery.• Contributed to the development and rollout of eAssistance and Vaccines Online Ordering functionality, and the utilization of the eAssistance Registration Module to link registrants to SAP account numbers by both eAssistance and Vaccines Online Ordering.• Successfully transitioned web platform leading to the re-designed, development and implementation of the Customer Service Phase II Intranet site.• Designed, implemented and supported the Intranet Based Product Reference Guide (iPRG) and assisted with the migration of data to the Enterprise Relationship Planning (ERP) system. • Provided support for SAP Global Deployment Projects as SAP Sales Order Management Global Process Owner, specifically training (US WCH Richmond).• Assisted in the development of a disaster recovery plan for the Customer Service department.

* Implemented business process improvements by working with IS, Supply Chain, Trade Sales, Customer Operations, and Credit departments through efforts including benchmarking with external organizations, enhancing work processes, and coordinating system enhancements.* Led resource team to investigate and develop new information and communication technologies for Customer Service. * Coordinated the implementation of Field Sales Roster and Customer Redesign applications for Customer Service.* Built and maintained product reference guide (PRG) database for Customer Service and Product Supply and Planning.* Facilitated training for customer information group (CIG) and flu shield teams departments in Internet searching techniques.* Liaison between programmer/analyst for Sybase PowerBuilder interface, Oracle 8 database, and the Customer Information Group, Customer Service, and Central Credit departments. * Administered database problem resolution, code/table maintenance, analysis of data integrity issues, and customer security maintenance functions. * Performed daily additions, changes, and updates to customer master records.