Apr 2021 – Jul 2023 · 2 yrs 3 mos

• Manage the timely and accurate integration of Sales Orders from Salesforce to Workday. Review and validate information on Tenant Order Forms, Subscriptions, Change Orders, Terminations, and Professional Services/Consulting agreements. Partner with Deals Desk, Sales Operations, Accounts Receivables/Billing, Legal, IT and other cross functional teams to resolve Sales Order related issues. Participate in UAT as needed. Identify opportunities and participate in initiatives that drive departmental and cross-functional efficiencies, particularly in the utilization of new system enhancements and the scaling of processes.

Oct 2014 – Apr 2021 · 6 yrs 6 mos

• Monitor incoming queue through case management system to help resolve customer and partner cases quickly and effectively by conducting thorough research and timely follow-up. Prioritize and escalate customer issues as required. Prepare order forms for tenant purchases and renewals, communicating with customers from review through execution process. Ensure data accuracy in multiple systems. Act as liaison between the customer and internal teams (Engagement/Project Managers, Service Operations, Deals Desk, Legal, Customer Success Managers, etc.) to ensure unique customers’ needs are met. Identify opportunities for business process improvements and make recommendations as appropriate. Analyze ways to improve tools to increase efficiency and accuracy. Manage and respond to end user emails with prompt resolution. Mentor new Customer Care Analysts. Assist with User Acceptance testing for Salesforce, Apttus, Adobe Sign and other tools and systems as required.

Sep 2013 – Jan 2014 · 4 mos · San Francisco Bay Area

• Ensure accurate and timely processing of all bookings adjustments for all Acquisitions. Perform monthly reconciliation of adjustments which includes validating figures, postings, and documents for correct entry, mathematical accuracy and proper coding. Improve corporate knowledge and best practices by creating and enhancing process documentation.

Mar 2011 – Dec 2012 · 1 yr 9 mos · San Francisco Bay Area

• Process quarterly price increases or price drops and price protection claims from Distributors for specific skus and product families. Research and resolve pricing discrepancies. Review End Customer returns and reconcile rebate charge backs. Pro-actively anticipate barriers and systems/data issues and communicate to management along with recommendations to overcome these barriers. Drive key day-to-day financial analysis, trouble shooting, and partner collaboration given a worldwide network of Distribution partners. Support Partner Finance within the WW Disti organization by encompassing weekly, monthly, and quarterly reporting which includes data, operational, and business analysis in relation to bookings, pricing, discounts, revenue, shipments, and credit memos.

Nov 2010 – Mar 2011 · 4 mos · San Francisco Bay Area

• Lead the Sales Incentive Bonus support effort for USC Sales Finance and GET theatre to ensure timely and accurate calculation of sales incentive compensation and payments. Provide program and plan administration, conduct analysis, and distribute weekly reports for the nForce manual bonus program. Identify and lead process improvement and problem resolution. Develop recommendations and action plans to support growth and eliminate or mitigate observed risks.

Jan 2007 – Sep 2010 · 3 yrs 8 mos · San Francisco Bay Area

• Develop relationships with key major customer contacts, Sales and Customer Service Representatives in order to drive understanding of and compliance with RMA processes and procedures. Provide guidance and support on complex deal management; drive process improvement in Cisco, with customers and 3PL’s delivering improvement in returns efficiency and effectiveness. Act as SME and escalation point for all non-service returns processes and operations for all stakeholders. Update and maintain process documentation, including ISO docs, workflows and specific work instructions. Initiate and manage process improvements supporting global and regional Customer Operations objectives. Provide input on process/tools improvements from frontline perspective and support CRPM on process documents update, etc. Develop training and support materials for customer and cross-functional education on processes.

Dec 2004 – Mar 2005 · 3 mos · San Francisco Bay Area

• Identify and coordinate efforts with Account Managers, Pricing Manager and Supply Chain to research and resolve client Price Protection, Coop, Rebates, RMA and short shipment issues. Monitor marketing budget to assure funds are available to process customer claims. Maintain accurate client contracts to show current and valid programs.

Oct 2003 – Dec 2004 · 1 yr 2 mos · San Francisco Bay Area

• Post manual and auto-lockbox receipts. Research unapplied cash for proper application to invoices. Identify, research and issue credit memos to resolve customer claims which include price protection, rebates, discounts, returns and short shipments. Monitor and maintain A/R aging reports to meet monthly and quarterly targets.

Oct 2000 – Oct 2003 · 3 yrs · San Francisco Bay Area

• Order, reschedule, and cancel material based on requisitions and MRP output. Ensure availability of products required to meet or exceed Sales quarterly revenue. Meet Operations quarterly and yearly inventory targets. Work with engineering, production, accounting, and suppliers to resolve issues and coordinate materials. Monitor receipt of incoming product. Serve as liaison between multiple internal departments to effectively manage purchasing, inventory, pricing and logistics. Implement On -Time Delivery measurement for all vendors and conduct quarterly supplier reviews.