Penny Lewis Email and Phone Number

· Responsible to manage people and projects ensuring goals and objectives are met.· Engaging appropriate resources from a variety of cross-functional teams, including developers, vendors, customers, IT, and business representatives· Project Manager – Customer Service Portal launched Aug 2017 · Other IT Projects: Customer Service Portal launched 2006, 2012. SAP launches 2006, 2008, 2012, and two in 2017. Business Intelligence launch 2007.· Created and managed Global Service Material Configuration Team 2006 - 2015· Driving SAP improvements as a Subject Matter Expert and Super User 2006 to present· Responsible for our customer websites. Advocating for our customer’s experience. 2001 to present· Responsible to determine metrics that demonstrate product and service quality. Analyze data from a number of sources, integrate the information to create a compelling message that leads to continual improvement and a solid understanding of the company’s strengths. 2004 to present· Managed teams ranging from 27 employees to 2 employees. Functions included Service Engineering, Material Configuration, Business Analytics, Technical Support and Customer Service. · Provide global support for service operations using Business Intelligence, SAP, Alteryx, Tableau and MS Office to create a unified data set used for improving customer satisfaction and workflow. · Creating custom reports to improve data mining capability and forecasting· Present data in an actionable, understandable and consistent format · SAP Super User managing Material Master data and working with IT to improve customer satisfaction· Providing direct support for strategic accounts and to end customers using our portal

Managed internal and external resources, which provided technical support for MS-DOS, Windows 3.x, Windows 95, Windows 98 and Internet Explorer products• Successfully launched Windows 98 with a new partner company, providing training and resources for 400 new engineers• Evaluated technical needs for multiple vendor sites and provided training and information to address all deficiencies• Managed vendor processes and daily schedules for over 700 engineers • Acted as a liaison between senior level management at all partner sites to share best practices and ensure a consistent customer experience.• Managed projects included disaster planning, readiness trips to partner sites, quality-monitoring trips, and the launches of IE 3 and Windows 98. • Responsible for $12 million annual support costs