Experience

Novo Labs, Inc.
• United States
• Technology, Information and Internet
• 1 - 100 Employee
• Product Automation Analyst

  • Feb 2022 - Present


CROSSMARK

• India
• Marketing Services
• 1 - 100 Employee

• Director - Order to Cash

  • Jan 2020 - Feb 2022

  • Directs all Order to Cash functions including Deduction Management, Trade Management, and Customer Service for Crossmark’s two largest clients.• Partnered in the successful onboarding of a new major national client including a large inventory of aged deductions.• Guided the Deduction Management Team and the client’s Cash Application’s team to align on processes and drive success.• Lead the Deduction Management team to an unprecedented $0 write-off for eighteen consecutive months.

• Trade Manager

  • Feb 2019 - Jan 2020

  • Oversaw all Order to Cash functional teams including Deduction Management, Trade Management, and Customer Service for a major national client.• Updated and drove adherence to processes reducing order fallout by 62% within the first six months.• Hosted weekly calls with Deduction Management team and Sales Teams to drive results to meet targeted SLA’s.

• Sales Operations Manager

  • Jun 2018 - Feb 2019

  • Facilitated the planning and financial relationship with the client including monthly forecasts, P&L’s, ROI’s, etc. • Worked closely with the Sales teams and the clients’ Sales Finance and Planning team to ensure an accurate picture of future opportunities as well as understanding actual results.• Created a monthly forecasting tool with a customer rollup allowing Business Managers to view their region’s cumulative forecast summary, providing a holistic view of their actual sales vs. forecast and the effect forecast changes have on their region as a whole.• Overhauled Funding Trackers for two major customers to make them user friendly and added ROI calculation sections, including a new automated summary tab.

• OTC Deduction Lead

  • Jan 2017 - Jun 2018

  • Managed a portfolio of clients to reduce and ensure that the deduction balances stay at or below targeted levels. • Facilitated a 72% reduction in balance in five months for one key client. • Successfully reached the fiscal year-end goal of “$0 Balance Over 90 Days” for a large national client, gaining CROSSMARK a large financial incentive.• Composed reports and provided business analysis with data from various in-house systems and customer portals for use by upper management and clients.

• HR Onboarding Specialist

  • Nov 2014 - Jan 2017

  • Assisted candidates in completing the Onboarding process in a timely manner while ensuring all documents adhere to federal guidelines.• Created reports analyzing candidate status per division using data gathered from iCIMS and Guardian LawLogix for submission to management. • Provided Onboarding training and mentoring to team members.



Jackson Hewitt

• United States

• Office Manager

  • Jan 2007 - Dec 2014

  • Responsible for customer retention and sales revenue – During tenure as Office Manager customer retention was increased to 60% per year along with an increase in sales of 12%. • Developed strong relationships with existing clients while actively working to acquire new clients. • Awarded the Five Star Operation Excellence Award for our office during first year of management and received the award again in 2013. • Addressed customer grievances as necessary to the satisfaction of both the client and management. • Provided guidance for future tax years based on their current tax situation.



Susan M Designs

• Canada
• Individual and Family Services

• Owner

  • Jun 2003 - Aug 2012

  • Founded and successfully grew a custom home décor business working with professional decorators and individual clientele • Built relationships with decorators to design and create custom home décor pieces to meet their client’s style and budget requirements. • Managed several projects at once while ensuring that each project was completed on time and on budget • Founded and successfully grew a custom home décor business working with professional decorators and individual clientele • Built relationships with decorators to design and create custom home décor pieces to meet their client’s style and budget requirements. • Managed several projects at once while ensuring that each project was completed on time and on budget



NEC Corporation of America

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• Customer Service Supervisor

  • Jun 1998 - Apr 2000

  • Managed the Material Return department • Supervised employees – responsible for training and ensured adherence to policies and procedures while delivering excellent customer service. Handled escalations and managed disputes. • Reduced material returns in item quantity and dollar amount each quarter • Managed and coordinated other special projects as assigned • Managed the Material Return department • Supervised employees – responsible for training and ensured adherence to policies and procedures while delivering excellent customer service. Handled escalations and managed disputes. • Reduced material returns in item quantity and dollar amount each quarter • Managed and coordinated other special projects as assigned

• Budgets, Purchasing and Inventory Management

  • Jul 1987 - Apr 1998

  • Developed divisional budgets based on data gathered from sales teams and corporate P&L goals. • Built sales forecasts based on past sales data, current market conditions, promotion plans, and new product introduction. • Responsible for setting and managing inventory levels for all products, supplies, and spare parts. • Gathered and analyzed relevant data to make informed decisions while managing purchasing, expediting, and inventory control. • Collaborated with both internal and external parties including multiple warehouse locations and repair centers to ensure that each shipment was fulfilled and received in a timely manner. • Oversaw physical inventory and was responsible for reconciling any inventory discrepancies.