• Established a comprehensive reporting platform for Customer Service’s Quality Assurance team which through this reporting, this team is now able to provide monthly reporting on Quality Assurance scores. In addition, I created a process for their Perfect Score Certificate that is fully automated and saves over 20+ hours per month for this team.• Created a fully automated performance-based schedule assignment process for the Customer Service Quality Assurance team. The process was designed to help identify associates that were struggling during a phone call and shift more call evaluations toward these associates. This allowed the Quality Assurance team to conduct fewer evaluations overall, however, provide more support to the associates that need it. Through this process, I was able to reduce the time for creating a QA schedule by 6 hours per month, as the past process was very manual.• Created an Add-Sell reporting Dashboard reporting process that has allowed us to identify the success of the Add-Sell process overall.

• Lead a project to transition all of HD Pro Customer Service to Salesforce case management. Was the lead designer, tester, and trainer for all Customer Service teams and was successfully able to launch all Customer Service teams to Salesforce within 4 months post our initial pilot. The platform currently creates over 8,000+ cases a week.

• Project lead for all Supply Chain projects for all new products, product packaging changes, and product store expansions. This includes creating product load in the forecast for orders to ensure a healthy pipeline, working with buying teams to make sure orders were placed, and following up to ensure product delivery to the distribution center.• Helped automate processes and reports to allow the team to focus on priority tasks/reports. Successfully automated Failed Lines Reporting for DC store Orders, Future Fill Rate Projection Reporting, and Late In Transit Reporting.• Created an automated online distribution center transfer tool that has raised the website in stock percentage from 91% to 95%.• Lead contact for the HD Pro account for builder’s hardware and plumbing. Designed and created the inventory management process to better serve the vendor. Raise HD Pro order fill rate from 54% to 92% on average.• Help design and create a part number buy pack efficiency review process that was used to identify 9000+ part numbers for buy pack changes. These changes it allowed us to better utilize our inventory in the stores as well as got cost out with our supplier. Awarded Home Depot Values Wheel Award for the first half of 2020.

• Responsible for all pricing and quotation analytics within Murata; this includes creating and running dashboards to show sales trends and highlight ways to improve the performance of our quotes. Dashboards were done using Power Query, and Power BI to allow for a user-friendly experience for those not as experienced in data.• Worked with product teams to determine pricing rules that the quotation team should use for pricing. Through these rules, I was able to automate most pricing through Excel VBA programming. Has continued to increase quote accuracy, turnaround time, and effectiveness of quotes.• Through the use of Excel VBA, I have programmed other quotation process manual tasks to now be automated. This has alleviated our team from these processes and allows us to continue to take on new tasks.• Established a contract pricing database for contracted pricing customers to improve quote accuracy and turnaround time for these customers. The previous method was offline Excel files that all users had to manually review.

• Assisted all NRE specialist in the process of obtaining local permits to build cell phone towers• Generated custom reports through both vlookup and pivot tables within Microsoft Excel to fit the project’s needs• Responsible for setting and maintaining accuracy of milestone forecasts for both the permit application and permit approval processes• Managed and maintain large database of project candidates and government jurisdictions qualifications to help streamline the permit application process• Helped set project baselines that satisfied our customer expectations and was responsible to ensure the NRE teams met or exceeded these standards monthly• Cataloged and ordered permit application checks for my team and ensure correct delivery for the permit approval process

• Created Microsoft Excel Spreadsheets and Google Queries to track recurring errors during new process implementations to improve reporting of these issues• Created and maintained dashboards and daily reports through Salesforce to track third-party statistics in order to verify productivity and make improvements, where needed• Created and conduct Quality Assurance testing on all account processes, including account setups, account mergers, and number-porting processes• Utilized Microsoft Excel to identify potential learning solutions the third-party vendor may face during the Onboarding process (New account sign up, Porting, Service Additions)• Analyzed data from Quality Assurance testing to identify areas of weakness during onboarding, and determine the best learning solution (if the issue is recurring)• Created a website to share and house company learning material and QA test scores with our third party vendor• Improved productivity by creating new process flows for all onboarding activities, which help standardized procedures and help save the company up to 3 labor hours per day on average• Outlined and wrote learning material to help third-party vendors understand the company’s policies and procedures, including how-to guides, training video scripts, and internal and external email templates• Awarded the Vonage’s Circle of Excellence for establishing third party communications and relations

• Handle all orders and new account setups, including new account activations and hard ware order logistics• Ensured order quality through cross referencing Salesforce with shipping information provided by third party supplier • Train associates on account activation and logistics, from building new orders, updating account information, and various shipping-related issues• Monitor product inventory and alert employees on inventory shortages and outages and providing solutions to accommodate the shortage

• Worked with a third party company to upgrade customer’s phone numbers to include electronic location services (ELS), so phone numbers were eligible for listing within directory services • Worked with new customers and third parties companies to have the customer’s phone numbers listed within directory services