Experience

Four Js Development Tools

• United States
• Software Development
• 1 - 100 Employee

• License Manager / Sales Administrator

  • May 2014 - Present



Elsevier

• Netherlands
• IT Services and IT Consulting
• 700 & Above Employee

• Journal Manager

  • Aug 2001 - Oct 2012

  Managed the end-to-end order process for 12 complex scientific journals consistently exceeding the agreed key performance indicators. Developed and maintained key customer relationships, negotiated and implemented service level agreements while achieving excellent quality and feedback results. Operated as the lead point of contact for escalated customer queries and liaised directly with the global customer service department to enhance customer experience. Supported global supply chain management in monitoring and improving supplier performance through regular feedback, ensuring early detection and resolution of problems. Provided written and verbal reports/feedback on journal performance on a weekly basis. Worked within a team environment to provide accurate and timely order management information to relevant stakeholders. Liaised with global departments (sales, advertising) to maintain and increase customer loyalty. Worked within budgets and Standard Operating Procedures. Worked directly with the global procedures team to suggest improvements or amendments to current training procedures. Facilitated communication between staff and Management via an Employee Consultation Forum Trained and mentored new start employees. Supported offshoring of operational activities to Chennai (India) by quality checking documentation. Show less