Oversee the day to day operation of eleven Customer Service Associates processing 7500 direct Customer Orders and 5000 Returns monthly. Provide oversight to processing of complex orders answering technical and procedural questions. Participate on multiple cross-functional teams to implement and improve processes and systems to consistently provide delightful customer experiences.SELECTIVE ACHIEVEMENTS: Developed email and order metrics consistently processing 99.00% orders by 3:00 PM cut off while exceeding 99.50% monthly order accuracy Improved Return processing turn-around times from 10-day back log to < 1 day by creating targeted reports Spearheaded Consignment software pilot rollout with Sales and selected customers Initiated email monitoring and scoring program

Led a team of 10 handling 8K+ monthly job advertisement, resume licenses, and various media orders for North America (NA) recruiter and staffing agency businesses. Supported sales force and executives by entering complex, multi-year deals and serving as a Deal Desk team member. On-boarded and trained new managers.SELECTED ACHIEVEMENTS:➤Partnered with Sales team to fulfill order processing business for 100+ consecutive month-ends; decreased overtime 85%, while achieving all deliverables, by staggering shifts to accommodate order processing at month/quarter end.➤Played a key role in corporate sponsored cross-functional Order to Cash programs to deliver best practices and ensure proper revenue recognition. ➤Participated in transitioning Order Management functions from an outsourced partner in India to a new in-house facility in Florence, SC; filled 80+ back office positions in 2 weeks and ramped team up to production in under 3 months.➤Aided development and deployment of a new Salesforce customer relationship management (CRM) system to replace an existing system (Siebel); instrumental in assisting with the customization of order process flows for NA and EU.

Oversaw, trained, and retained a team of 20 expert order handling/support staff handling 5K+ software and subscription orders monthly, and supporting 300 worldwide resellers and SolidWorks field sales team. SELECTED ACHIEVEMENTS:➤Generated cost savings by improving productivity and reducing overtime 23% in 2006 and another 12% in 2007.➤Led cross-functional team of 10 to smoothly manage release of new 2008 version of SolidWorks CAD software product with delivery to 150K end users.➤Enhanced functionality and efficiency of VAR support system to handle increase from 12 resellers to 300+ global resellers; increased orders proce ssed online from 0 to 96% over 4 years by launching a web-ordering interface for VAR. ➤Drove a 19% increase in service satisfaction level, according to surveys, by conducting 100+ hours of training, resolving complex problems, and proactively communicating with resellers.

Directed six sales supervisors and daily operations of 80-seat inbound sales call center as Associate Call Center Manager. Led and coached team of 15 experienced sales representatives as Sales Supervisor.SELECTED ACHIEVEMENTS:➤Achieved impressive up-sell success; grew and maintained 30% over original order in dollars and products sold. ➤Consistently exceeded sales order accuracy by continuously tracking and elevating employee performance via 30+ metrics measurements.