• Spearheaded the development and implementation of a Digital Strategy Divisional Data Office and Operating Model, driving data-informed decision-making processes. Recruited and managed a team of expert analysts to optimize data asset structure and develop data science applications, resulting in enhanced predictive capabilities and operational efficiency• Collaborated across divisions to define and manage sector-wide Data & Analytics (D&A) portfolios, facilitating resource prioritization and alignment with strategic goals. • Introduced and led the adoption of an agile Data Quality Council framework, ensuring timely resolution of critical data issues, and establishing robust data security protocols.• Coordinated cross-divisional initiatives for Data and Analytics Upskilling and Education, fostering a culture of continuous learning and proficiency in data-related competencies.

Senior Manager/Director overseeing a team of advanced tools and analytics specialists dedicated to identifying, designing, and deploying innovative solutions in a pioneering mannerLed the implementation of Salesforce CRM governance processes within the Process Solutions Life Science Division, driving the standardization and optimization of critical projects to support business growth objectives for over 6,000 users. This initiative involved spearheading custom product design, piloting CPQ (Configure, Price, Quote) solutions, and executing L2Q (Lead to Quote) strategies. Additionally, developed and executed comprehensive global education programs to ensure consistent and effective utilization of business tools among employees and partners. Oversaw the recruitment and management of a multinational team of Salesforce Administrators, aligning their efforts with stakeholder needs. Engaged as a key driver in the end-to-end vendor selection processes, establishing rigorous criteria, conducting evaluations, and overseeing onboarding procedures to ensure optimal vendor performance and alignment with organizational goals

Developed and executed strategic programs to align talent management processes and HR systems with corporate and functional strategies, driving organizational objectives forward.Acted as a leadership consultant, identifying opportunities for performance enhancement and boosting employee satisfaction through innovative solutions.Collaborated with external consultants/vendors to design and implement tailored training programs for approximately 400 global customer service employees, strategically aligning them with the evolving online business landscape. Resulted in a notable 68% reduction in call center personnel issues and a 3% decrease in customer complaints within a three-month period

Orchestrated the in-sourcing and comprehensive redesign of Customer Service/Order Management operations for North America and Europe, driving efficiency and alignment with organizational objectives.Directed a diverse team of over 130 professionals engaged in daily order-to-cash operations worldwide, prioritizing process enhancements, standardizing sales contracts, and optimizing customer satisfaction while managing large-scale international deals.Collaborated in a leadership capacity on a cross-functional initiative to redesign the Quote to Cash and Business Systems, ensuring the implementation of an auditable revenue recognition process.Spearheaded transformative process enhancements resulting in significant cost reductions, revenue growth, enhanced operational efficiency, and heightened client and customer satisfaction levels. Notable achievements include the successful implementation of automated sales discount approvals and closed-loop processes for online product delivery, culminating in a substantial reduction of monthly unbilled revenue from $5M to $4k.

Spearheaded the integration of 11 diverse and culturally varied privately held businesses into a centralized Center of Excellence (CoE), establishing industry-leading practices and implementing Key Performance Indicators (KPIs) to meticulously monitor the performance of the customer and sales solutions organization, servicing a $300M manufacturing operation.Managed a substantial $3M expense budget, overseeing the structuring of commission plans, bonus programs, and the seamless administration of monthly commissions, ensuring financial efficiency and alignment with organizational goals.Played a pivotal role as a Co-Developer in crafting the Accellent Customer Experience plan, targeting 30 key customers to comprehensively understand their unique supply chain, inventory, production, third-party vendor, technological, and training requirements, thereby enhancing overall customer satisfaction and loyalty.Conducted a thorough evaluation and subsequent revision of Customer Service position specifications, resulting in the strategic placement of 42 existing employees into tailored upskilling development plans. Additionally, administered retention bonuses and severance programs as necessary to optimize workforce performance and retention.Achieved remarkable improvements in operational efficiency by reducing the quote-to-customer lead time by 27% and enhancing quote closure rates by 7% within an eight-month period. Implemented rigorous pricing accuracy measurements, resulting in a notable 10% enhancement in accuracy over a span of 12 months.

Directed a diverse team of over 50 professionals encompassing call center, order management, and sales support functions in a 24/7 operational environment, ensuring seamless service delivery and customer satisfaction.Spearheaded the successful attainment of Customer Service ISO Certification and compliance with Sarbanes Oxley standards through meticulous audits and the implementation of effective remediation plans, demonstrating a commitment to quality and regulatory compliance.Implemented a comprehensive and ongoing training program tailored for both new hires and existing staff, fostering a culture of excellence in customer service and continuous professional development.Devised and implemented a structured management escalation pathway for addressing customer issues, establishing clear Key Performance Indicator (KPI) requirements and adherence measures to enhance service quality and resolution efficiency.Developed and implemented an emergency coverage plan, guaranteeing 24/7 disaster recovery protocols to ensure uninterrupted service delivery and business continuity in crisis situations.Served as the functional leader for critical commercial projects, including Salesforce.com integration, on-time order management initiatives, and Oracle ERP implementation, earning recognition with the "Extraordinary Effort" award.

Directed a high-performing team tasked with evaluating, analyzing trends, and efficiently processing sales leads generated from trade shows and promotional events, resulting in enhanced lead quality and conversion rates.Orchestrated the seamless setup of trade show conference centers and coordinated booth staffing, ensuring optimal presentation of products and services to potential clients and stakeholders.Played a pivotal role as a core team member, contributing to the smooth execution of acquisition, divestiture, and restructuring initiatives, facilitating seamless transitions and operational continuity.Collaborated closely with external consultants and internal stakeholders to develop and execute a comprehensive plan for the successful global integration of the Oracle Marketing & Sales application, optimizing efficiency and effectiveness across diverse markets and regions

Played a pivotal role as a Key User and Tester for Oracle Sales & Marketing system implementation. Provided training sessions for users, ensuring optimal system utilization enhancing productivity.Led the evaluation, structuring, and participation in Marketing Promotion programs and Trade Shows, strategically positioning the organization for increased brand visibility and market penetration.Recognized with multiple Extraordinary Effort Awards for outstanding contributions, including spearheading the Oracle Conversion/Employee Integration project and serving as the Key Business Coordinator for the successful North American Subsidiary Relocation Project

Support of all aspects of lead entry and assignment including leadership of a group of data entry coordinators. Report on SLA related to lead turn around to sales and marketing teams. Maintenance of entry forms in related CRM tools for lead processing and territory assignment. Extraction of contact lists from CRM targeted to specific marketing campaigns. Manual entry or list injection of leads/contacts resulting from marketing/sales events