Patrena Spence Email & Phone Number

Alpharetta, Georgia, United States

• Manage direct reports in Order Management. • Monitor process adherence and drive improvement initiatives. • Ensure delivery of excellent service to customers. • Key Responsibilities Manage 5-15 direct reports in the Customer Operations organization (CO)• Hire, train, develop, and coach direct reports. • Conduct MYGPS QEDs including developmental feedback and career advancement discussions. • Serve as an escalation point to resolve issues, coach direct reports in root cause analysis, and ensure processes are documented. • Drive and execute process improvements, internally, as well as with external broker partners and customers, to enable growth. • Assist with customer meetings or initiatives, and share results, opportunities, and next steps with leadership organization or other stakeholders, and drive results. • Manage the Crossmark Broker outsourced team in the Philippines.• Maintain and maximize partnerships with other Logistics functions to enable on time and in full fulfillment of customer orders. • Provide process leadership and execution ownership for the manage orders sub-process in Order-to-Cash (OTC). • Day to Day oversite for operations and process to ensure excellent service to assigned customers. • Collaborates across the Customer Operations organization (CO) as well as with other Clorox stakeholder groups to drive cost, service, and process improvements results. • When needed, will also lead key projects across OTC or Logistics, primarily those focused on process improvements.

Buckhead, Georgia, United States

 Proven record of delivering memorable experiences for our customers. Ambitious, friendly, courteous, warm, compassionate and comfortable with people of all age groups. Utilize data to positively impact the Net Promoter Score (NPS).  Conduct and support trainings to educate front line employees on strategies and procedures as it pertains to the Operation, Customer Service, Security and the Brand. Possess a strong work ethic and operate with a high level of honesty and integrity. Continuously identifies high performers and prepare them for career advancement. Exceptional as it pertains to creating and maintaining a team schedule to ensure all shifts are covered. Able to fill in case of emergency. Responsible for developing standard operating procedures (SOPs) for all required tasks. Always abreast of industry standards, technology and trends. Excellent with conflict resolution and team building. Experience as it pertains to using operating systems and checklists to provide a well-serviced and clean facility. Responsible for implementing quality control mechanisms. Coordinate all reservations for freight elevator as required. Coordinate thorough daily facility inspections. Effectively communicate operational malfunctions promptly to building management in a timely manner.

Atlanta, Georgia