- Introduced process automation to Account Management. Worked with RPA (Robotic Process Automation) support teams to implement numerous automated processes, as well as a standardized request submission platform, which has resulted in a 40% reduction of workload. This has led to improved response time for our customers, ability for the department to be more agile with complex requests and operate in a leaner capacity. - Improved the “Cust Queue” process by working with SAP I.T. to implement automated alerts to ensure visibility when new requests are created. - Established a Shared Network Drive to provide a centralized home for all documents, including training/ Quality Reference Guides and supplemental materials. - Standardized the In-vivo and In-vitro processes for invoice and eFSR management. This resulted in alleviating DX SAP I.T. from being involved in the process, allowing Account Management to have full control of request handling for this topic. - Owner of all department Work Instructions and Quality Reference Guides, as well as the SAP-based roles pertaining to the customer master database. - Implemented several realized process improvements as well as approved 3i. - Provided support for multiple departments within several business areas in the creation and maintenance of all customer account records in SAP and OSC (Oracle) Shareville for the US and Canada.- Promoted to Team Lead for Customer Master in August 2019. Worked with leadership team to rebrand department from "Customer Master" to "Account Management".- Submitted 3i to grant Field Service Engineers the ability to self-maintain their Drop Off Point accounts and basic contact information on EVO device. This idea was approved and implemented.

- Create and distribute weekly reports for the material logistics planners, including Inventory, Delivery Performance, Global Backlog, Zero Stock and Open PO monitoring. - Active member of the department's LEAN team with realized initiatives (process improvement).- Provide support to leadership team with various reporting requests for internal and external customers. - Identify and implement process enhancement opportunities which have resulted in time savings and enhanced accuracy for outbound shipments related to our colleagues in South Korea and Ireland. - Procure parts and monitor purchase orders for assigned division.

- Completed the second highest number of Physical Inventory on the Materials team in 2016. - Completed the third highest number of NCI on the Materials team in 2016.- Identified process opportunities and provided them to the department manager, along with a suggested implementation plan. I was provided feedback that some of these concepts (phone evaluation quality monitoring program, updated Materials intranet page with new content designed to strengthen relations between the field and Inventory) would look to be implemented in the near future. - Completed out-processing for numerous CSE's. - Worked with manager to strengthen department morale and teamwork by taking lead in coordinating several successful team building events. - Handled part extension requests and monitored budget for the Northeast region.

- Assisted department manager daily with mentoring colleagues, identifying trends, taking corrective action as needed, monitoring call volumes and employee production. Covered all managerial duties when manager was out of the office for an extended period of time. - Worked closely with the update team to ensure 100% completion of all UI (MU) notifications by the assigned deadline for the Southeast zone. This included the creation and maintenance of reports for the RSM and ZSD team as well as working closely with the CSE’s to schedule and perform the UI. - Represented the Region Administrator function on a national level and served as the subject matter expert for the Southeast region, which includes Puerto Rico and the Bahamas. - Implemented several DX process improvement initiatives, including the weekly RSM On Call Review, a proven program which has proactively prevented countless issues with the after hours dispatch program.- Lead departmental meetings to review questions or concerns related to department processes.- Participated in quality/regulatory audits.- Created weekly Call Center schedule and reviewed with management to ensure appropriate level of dispatch and overflow staffing for each region. Also made staffing adjustments daily to accommodate workload and call volumes as needed. - Provided support to the IM/CP Northeast zone while they were searching for a new department team lead. Worked with the training department to learn the imaging side of the organization to provide assist the coordinators as needed until a new lead was identified. - D35 Subject Matter Expert: Created initial training material for Customer Care Coordinators, lead training classes and provide continuous support. - Performed testing for various departments and other personnel, including the Quality team.- Created and maintained department training material and supplemental reference guides.

- Maintained all Southeast CSE profiles and system information for the Customer Care Center. This included field on call rotations, training qualifications, CSE demographics (including phone numbers, working hours and special dispatch requirements) for Service Coordination team.- Assisted Customer Care Coordinators with dispatching service notifications and/or answering incoming phone calls as needed to help alleviate high call volumes. - Took on the role of Site Message entry and maintenance for DX equipment. Streamlined the site message request and maintenance process and rolled out to RA team. - Worked with Southeast RSM’s to streamline their area on call program. This included implementation of Planner Groups and semi-regular conference calls. - Monitored calls generated by Customer Care Coordinator team for accuracy with logged OVF calls and took action as needed prior to them being handled by Technical Solutions.- Worked with Global Product Support to create and maintain Mandatory Update notifications, then drove them to completion by working closely with CSE, RSM and TAS teams. - Participated in the DX Unite project as a Subject Matter Expert for the DX Customer Care Center.

- Frequent service metrics department leader, including dispatch request handles and call processing for both internal (CSE) and external (technical overflow) customers.- Identified as a subject matter expert in department processes, SAP, Microsoft Office and Avaya, leading to participation in various projects related to these applications. - Took lead in providing initial training to new hires and continued mentoring through their professional development within the Customer Care Center. - Maintained a high level of availability outside of regular working hours to cover on call and other department duties as needed.