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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE Cary, NC EMAIL AVAILABLE www. LINKEDIN LINK AVAILABLEOPERATIONS ADMINISTRATORPROFILEDynamic professional with over 11 years of experience driving integrity and accuracy in operational processes for a global technology leader. Proven ability to analyze complex data and collaborate with stakeholders. Skilled in leading cross-functional teams and implementing Agile methodologies to drive positive outcomes. Recognized for delivering results and fostering a culture of collaboration and innovation. Completed multiple certifications and recognized with awards and letters of recommendation.KEY COMPETENCIESOperations Management Administrative Support Data Analysis & Reporting Document Creation ManagementProject Coordination Agile Methodology Process Improvement & Automation Compliance & DocumentationRoot Cause Analysis Stakeholder Collaboration Training & SupportEXPERIENCECisco SystemsSALES CREDITING SPECIALIST Remote Mar 2022 Apr 2024Drove integrity of sales crediting processes, analyzing sales data to validate and verify global sales transactions in line with crediting policies. Worked with stakeholders to correctly attribute sales transactions for accurate compensation and performance tracking. Generated and distributed reports on sales crediting, highlighting key metrics and performance indicators. Point of contact for commercial debooks and sales crediting issues.Effectively managed 87% of global escalations directed to the Regional Service Expert (RSE) escalation mailer, facilitated through solid partnerships with Europe, the Middle East, Africa (EMEA), and Asia Pacific, Japan, and China (APJC) counterparts.Initiated a first-in-first-out approach to sales escalations, resulting in equalized workload, more time for cross-training opportunities, and improved productivity for the teamProactively trained Data Quality Analysts (DQAs) on End-of-Assignment Configuration (EAC) and Territory Analyst Agent Workbench (AWB) queue. Also trained a new Crediting Specialist to support the Latin America (LatAm) region.Served as Agile Team Facilitator, leading Agile methodology implementation for the Commercial and LatAm Goal-to-Commissions (G2C) team. Met stand-up and deliverable rituals. Brought together multiple roles and encouraged all team members contributions.Published a blog on We Are Cisco, the companys communication platform, about experience participating in the Covenant House Sleepout, a global movement to end youth homelessness.Given 43 Connected Recognition awards across 11-year career and multiple letters of recommendation from stakeholders, peers, and management. Accepted into and completed the Executive Leader Program.CUSTOMER EXPERIENCE TERRITORY ANALYST Research Triangle Park, NC Jun 2019 Mar 2022Partner with data providers to prepare for and support New Year Readiness (NYR) and Midyear Readiness (MYR) initiatives within the Extended Account Coverage (EAC) framework for 19K+ account assignments and 590 team agents. Conducted weekly audits to correctly align SAVs and owners with EAC, focusing on the United States Public Sector (USPS) and American Service Provider (ASP) segments. Developed and maintained reports on customer experience metrics, using data visualization tools to present findings to stakeholders.Formulated a learning document for the sales team to streamline requests, leading to a team-wide understanding of requirements and rejection of non-compliant cases. Resulted in collaboration on creating an SMR bot for automation. Tested EAC tool and SMR bot.Participated as Evolution Council member for the Go-To-Market (GTM) Field Customer Operations Managers (FCOM), Center of Excellence (CoE), and Data Quality Assurance (DQA) role.Assisted in developing the process for handling and auditing EAC and provided expert support for pre-sales claiming guidance.Nominated for the Standing Ovation Award in recognition of exceptional performance and contributions.BUSINESS OPERATIONS ADVISOR Research Triangle Park, NC Feb 2015 Jun 2019Delivered critical operational support to Operations Directors, Regional Managers, Account Managers, and System Engineers, providing insight on sales credit for data-driven strategic decision-making. Supported financial reporting, root cause analyses of debooks and sales crediting misalignment. Resolved territory issues, conflicts, and assignments in collaboration with DQAs. Worked with the Finance, Strategy, and Planning function to prepare for new year readiness.Analyzed sales data to identify trends and discrepancies, generating ad hoc reports and documents that improved visibility into sales performance and credit distribution for business leaders. Researched mergers and acquisitions of supported accounts.Collaborated with sales, finance, and operations teams to resolve complex crediting issues, enhancing clarity and efficiency in crediting processes and policies.Contributed to people-related activities: training the team's new advisor and interviewing and selecting 2 overseas counterparts.Gained Yellow Belt certification after identifying a system error in incorrectly assigning Returned Material Authorizations (RMA).ADECCODATA QUALITY ANALYST, Cisco Systems Research Triangle Park, NC Jul 2013 Feb 2015Monitored and maintained 158 accounts, including 26 global accounts, performing regular data audits and quality checks to resolve discrepancies and ensure correct order allocation. Uncovered patterns, trends, and anomalies via detailed data analysis and generated audit reports for Central Operations and Finance. Opened Customer Registry cases for incorrectly mapped accounts. Owned SHARE update, account transfer, and opportunity transfer of new Account Managers. Function as an escalation point for Data Management Specialists.Reduced recurring issues and improved data accuracy by identifying and helping resolve the root cause of debooks.Assisted in the onboarding and training new Data Management Specialists and Data Quality Analysts, ensuring they quickly adapted to company standards and processes by sharing knowledge and best practices.DATA MANAGEMENT SPECIALIST, Cisco Systems Research Triangle Park, NC Apr 2013 Jul 2013Oversaw data accuracy and integrity of Amazon orders, ensuring correct crediting to Account Managers and proper allocation between the Enterprise and Commercial teams through daily audits. Collaborated with Customer Service to resolve issues related to orders on hold for timely resolution and accurate order processing.PROFESSIONAL DEVELOPMENT & CERTIFICATIONSDevelopment, Authenticity, Readiness, and Excellence (DARE) Cisco SystemsGreen Belt Data Literacy Cisco SystemsYellow Belt Certification Cisco SystemsCisco Interviewer Specialist Cisco SystemsData to Insights StoryIQEDUCATIONBACHELOR OF ARTS, PSYCHOLOGY Dominican College, Blauvelt, NY |
