Director Business Solutions

• Apr 2022 - Present

Sr. Customer Service Manager

• Apr 2019 - Present

Provide leadership to teams responsible for world-class customer service and sales support. managerial functions include fostering collaboration, communication, engagement, relationship building and training centered on interactions with transportation logistics, 3PL, supply chain optimization, sales, quality assurance and compliance. Additional responsibilities include GDSN publication and maintenance, GS1 Standards, SharePoint Administration, Process Improvement and creation of training documentation, BPO for OTC based on S/4 Hana Fiori. Show less

Customer Service Manager

• Sep 2015 - Present

Provide leadership to teams responsible for world-class customer service. Supervisory functions include fostering collaboration, communication, engagement, relationship building and training centered on interactions with transportation logistics, 3PL, supply chain optimization, sales, quality assurance and financial. Additional responsibilities include GDSN publication and maintenance, SharePoint Administration, Process Improvement and creation of training documentation.

SAP Super User

• Oct 2013 - Sep 2015

Pre-Deployment: provided requested input to requirements gathering and assessments for OTC space.Test & Train: Participated in and facilitated Product Testing for user acceptance testing (UAT) and Business Simulation.Business Simulation: Supported business simulation activities to assess that end users were capable of executing business processes, and to practice the necessary troubleshooting and incident management activities in preparation for go-live.Transactional Training: Provided input and validation of training materials, including localized materials. Documented localized business processes as appropriate. Completed train-the-trainer, communication and coaching skills and facilitator courses.Support end users with new processes and system activities before, during and after Go-Live. Build knowledge and capability to support optimization of the SAP solution after Hypercare.Change Management & Communication: Support Communication, Change & Education with execution of change plan; promote process change in organization. Show less

Customer Service Supervisor

• Feb 2012 - May 2015

Provide leadership to teams responsible for world-class customer service for the Dressings, Sauces and Oils business unit. Supervisory functions include fostering collaboration, communication, engagement, relationship building and training centered on interactions with transportation logistics, supply chain optimization, plant production and sales.

Director, Information Services

• Apr 2009 - Jun 2011

Discovered Unnecessary Costs - Implemented a tracking system and performed analysis on the existing I.T. budget to discover redundant or unnecessary costs. Renegotiated existing maintenance agreements that resulted in lower monthly costs. Enhanced the Helpdesk experience of providing superior service to the clients. Adding an actual face-to-face session the clients are able to obtain a better understanding of the systems. The support team has become more experienced in distributing knowledge and results using phone and email support. Created lacking documentation to support procedures ­ Researched and documented all existing processes. Created checklists for those multifaceted tasks to insure all the necessary steps would be completed in a timely manner. Collaborated with existing staff to create a cross-training process. Show less

V.P. Administration/Information Services

• Sep 2001 - Apr 2009

Developed an I.T. department from the ground up for a newly created division. Automated systems to incorporate all reporting aspects of the clients to division, as well as statistical data to corporate. Determined business needs and collaborated with development team to build a solid system still in use 8 years later. Collaborated with Franchise Administration team and created a tracking database for legal documents and notices. Their system was a manual process of tracking documents. The creation of this tracking system has been in use now for 3 years and is instrumental in providing accurate data to the legal team, as well as assisting the franchise administration in capturing and tracking all legal documents and notices. Automated a Tracking system pertaining to client travel - Automated a manual process of communicating information pertaining to date of attendance, travel costs, hotel reservations, no shows and more. The result of this database allowed management to review their procedures and to curtail losses. Database was shared amongst several administrative staff which led to consistent information and efficient processes that recovered valuable time from previous manual processes. Show less

PRODUCT CONSULTANT

• Jun 2000 - Sep 2001

Interpreted and mapped data fields from customer specific databases to a proprietary inventory logistics software in development stages. Analysis of statistical information. Product presentation of software for client evaluation. Interpreted and mapped data fields from customer specific databases to a proprietary inventory logistics software in development stages. Analysis of statistical information. Product presentation of software for client evaluation.

COMPUTER SERVICES MANAGER

• May 1998 - Jun 2000

Selected accomplishments: Streamlined processes for computer setup, reducing tech team work from three shifts to two. Organized and implemented new systems for controlling inventory of hardware and software. Managed three shifts of a 24/7 technical team performing daily setups of a technical classroom environment in a public computer software training facility. Managed tech teams in prepping computers for daily classes. Ensured all computers and equipment used for training were kept in good order. Purchased equipment as necessary to ensure quality and quantity of systems. Manage the facility security and VOIP phone system. Show less

Director, Information Services

• Sep 1987 - Dec 1997