Managed ten employees on marketing/lead processing tasks and service ticket handling for web login support. Trained on constantly changing policies and procedures. Ran and analyzed reporting in SAP Business Warehouse (BW).• Created training documentation and helped implement new CRM system (SAP) which became the department and company standard.• Created and maintained the team’s SharePoint site which better organized the department’s documentation, calendar, popular and easily accessible links, projects and internal resources.• Helped in creation of department dashboard for posting of reports, analytics and other key information presented monthly to upper management.• Created and implemented a BW report that captured unassigned and unworked service tickets which identified gaps in ticket assignment system and resulted in timely answering and handling of those issues which would’ve otherwise been missed.• SAP Customer Relation Management (CRM) Power User involving testing and training of colleagues which ensured company-wide usability, data integration and implementation.• Participated in Technical Support Group Quality Assurance Team which maintained all Support training documentation and videos and assured maintenance of ISO policies and procedures.

(formerly Haestad Methods)Laid off as part of company-wide RIF on 8/19/2015Created, reviewed and published marketing content within four product group specific Twitter handles, five Facebook pages and one company LinkedIn page. Monitored all Twitter and Facebook moderation via Adobe Social as well as use of Adobe Analytics to measure success. Training of Marketing, Sales and Support colleagues on the company’s social media policies and processes.• Implemented response system which improved company’s average social response time from days to within one hour. • Created all training documentation for this team and trained other departments which led to social awareness and involvement across the company with increased social posts and user interactions.• Built a social response template repository with verified answers, internal resources, user-accessible links and a step-by-step guide to social moderation which provided the Social Media Team with instantly accessible answers, contributing to improved response time and boosting of user engagement by 5x within three months.