Achievements• Trained alongside the O2C business system analyst and served as their backup during their leave of absence• Executed regression testing on Dynamics 365, focusing on the Sales and Marketing modules• Participated in a cross-functional enhancement project involving returns and freight• Investigated and resolved troubleshooting tickets, assisting with corrections across various business processes including procurement, supply chain, finance, and logistics• Led monthly CAPA PSPs, utilizing Lean tools such as Process Mapping, which resulted in a reduction of keying errors• Scheduled to attend the Summit in October 2024Responsibilities• Oversee and manage the daily activities and responsibilities of a team of 6o eCommerce team of 6 (2021-2022)o Customer Relations team of 3International Operations team of 3 (2022-current)• Collaborate closely with other departments to mitigate downstream impacts from process changes• Act as a business process owner by testing and approving system development changes, and actively participating in design discussions utilizing the SDLC process• Serve as a Subject Matter Expert (SME) in D365-related processes and the primary point of contact for business inquiries• Communicate changes, updates, and other relevant information to team members efficiently• Assist in prioritizing workload and tasks, and provide backup support to teams and other supervisors as needed• Mentor and develop staff by creating development plans, conducting annual performance evaluations and discussions, holding monthly one-on-one meetings, and providing daily coaching• Adjust team coverage and scheduling based on business needs to ensure daily metrics are met• Monitor reports and analyze trends to identify and implement countermeasures• Identify process improvements and work collaboratively across functions to resolve issues and establish best practices for the business

Achievements• Developed comprehensive process documentation for D365 Go-Live• Facilitated a fully remote go-live implementation• Served as Super User for ERP implementation, overseeing User Acceptance Testing, designing process flows, and providing development feedback• Revamped Daily Management metrics, leading to more precise and actionable data• Active member of the Safety Committee, delivering weekly safety updates and information for both work and home environments• Lead the Productivity Committee, identifying underperforming teams within the department and fostering innovative ideas to maintain service levels• Managed the SPL/CAPA Committee, identifying trends, collecting data, resolving issues, and developing sustainable countermeasures• Nominated for the Leadership Anchor Awards in 2018, 2019, and 2020, recognized for leadership qualities, support for innovation and growth, facilitation through DBS, team and organizational development, and promotion of humility, transparency, and integrityResponsibilities• Ensure effective communication through close collaboration with the team• Oversee the evaluation and updating of standard procedures, and coordinate these changes with the team• Utilize problem-solving skills to address escalated issues and resolve errors by identifying root causes and implementing countermeasures• Handle daily metrics reporting, assess trends, collaborate with international managers to develop solutions, and update daily management boards and visual management reports• Exhibit high-level multitasking and prioritization skills to complete complex tasks• Act as a liaison with Corporate Services Management while maintaining an understanding of lean manufacturing metrics related to daily performance measures• Serve as a backup for other corporate services leads, fulfilling their assigned functions as needed

• Order Management: Efficiently processed international phone and electronic orders for chemicals and equipment, ensuring precision and timely execution.• Inventory Verification: Conducted thorough checks on available inventory for chemical orders to ensure sufficient stock levels and prevent shortages.• Shipment Tracking: Monitored international shipments, providing comprehensive documentation including bills of lading, proof of delivery, and invoices to maintain smooth logistics operations.• Return and Expedite Oversight: Managed international returns and expedited shipments from initiation to completion, including obtaining necessary export approvals to ensure compliance and efficiency.• Inventory Communication: Liaised with the Inventory Team to coordinate international warehouse restocks, maintaining optimal inventory levels to support ongoing operations.• Account Development: created new international accounts and updated existing accounts, including contact information, pricing, and addresses, ensuring accurate and current records.• Customer and Sales Support: Provided exceptional support to the sales team and addressed customer inquiries and concerns through effective problem-solving and critical thinking skills.• High-Volume Fulfillment: Led efforts to fulfill high volumes of complex tasks and responsibilities, demonstrating efficiency and meticulous attention to detail in managing multifaceted operations.

• Order Accuracy: Ensured the precise entry of both phone and electronic orders, maintaining the highest standards of accuracy and efficiency.• Inquiry and Issue Resolution: Analyzed and addressed inquiries, delivery complications, and invoicing concerns raised by the Sales Team and customers, ensuring timely and satisfactory resolutions.• Customer Account Management: Held responsibility for updating customer accounts, including maintaining current contact information, pricing, and addresses to ensure seamless communication and service delivery.

• Order Accuracy: Ensured the precise entry of both phone and electronic orders, maintaining the highest standards of accuracy and efficiency.• Inquiry and Issue Resolution: Analyzed and addressed inquiries, delivery complications, and invoicing concerns raised by the Sales Team and customers, ensuring timely and satisfactory resolutions.• Customer Account Management: Held responsibility for updating customer accounts, including maintaining current contact information, pricing, and addresses to ensure seamless communication and service delivery.

• Responding to Customer and Account Representative Inquiries: Efficiently managed all email and phone rate quote requests from customers and account representatives, ensuring both accuracy and timeliness in responses.• Handling Custom Rates and Service Times: Expertly distinguished and communicated custom rates and service times using company software and manual calculations. Additionally, meticulously recorded notes in shipment applications.• Organizing Shipment Schedules: Effectively coordinated shipment schedules, ensuring services were secured and guaranteeing successful, on-time deliveries.• Tracking Shipments and Documentation: Competently tracked shipments and delivered critical documents such as bills of lading, proof of delivery, reweigh certificates, and other shipment documentation as requested by customers and account representatives.• Addressing Shipment Inquiries and Issues: Proactively examined, problem solved, and resolved customer shipment inquiries or issues, including rating questions, billing disputes, and service failures.• Guiding New Employees: Actively led efforts in mentoring new employees to ensure the successful accomplishment of their job duties and tasks.