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Sr. Manager Resume Example

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SR. MANAGER
Experience
Sr. Manager, 01/2009 to 01/2014
  • Managed the workload appropriately in a rapidly changing environment, within established timelines.
  • Responsible for high level order processing activities primarily associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Assisted in the implementation process of reduction of book cycle time for CN4200 product line down to 24 hours.
  • Assisted in the implementation process of reduction of book cycle time for CESD product line down to 24 hours Assisted in implementing the EDI B2B No touch process for AT&T and Verizon.
  • Assisted in development of the Freight Term Sheet.
  • Assisted in the Fast Track Process.
  • Assisted IT team to automating CPODS User Management Improvements.
  • Assisted in internal audits of Order Management Processes.
  • Assisted in testing and implementing the Tax Automation process.
  • Assisted in processing orders when needed to meet the BCT (Book Cycle Time) of 24 hours from time of receipt of the PO.
  • Resolves issues/problems associated with escalating customer purchase orders prior to data entry.
  • Assisted in the review/modification/creation of quotes in support of order processing activities to ensure that they are being entered, scheduled and reconciled to customer purchase requirements.
  • Led, managed and coordinated the first Kaizen event within Order Management.
  • Via the Kaizen event, was able to improve "approve to book time" by 22% (from 24 hours to 18 hours) and more importantly set the stage for future business initiatives.
  • Run reports for their areas of support that tracks Purchase Order receipt, date booked, and any issues that may affect expedited order processing and utilize information to provide input that allow for improved order processing speed, efficiency and process where necessary.
  • Assists customers, co-workers and sales with questions as they are called or emailed in or refers questions to the correct department for timely resolution.
  • Process selected change orders in the application systems and ensure that changes are made appropriately in Oracle in coordination with Order Fulfillment.
  • Ensure that Purchase order information is updated in cods to show booked, dates of booking and any other relevant data.
Database Analyst, 01/2008 to 01/2009
  • Primarily responsible for the management, development and integrity of multifunctional customer, contract and database related information including ongoing support.
  • Interact with codependent departments to determine structural requirements to enable utilization of shared data elements including, but not limited to customer, contract data, security setups and reporting.
  • Identifying, evaluating, and developing systems and procedures that are cost effective and meet the user requirements for database management.
  • Assisted in managing cross references.
  • Met on monthly basis with internal audit to review CPODS (Customer Purchase Order Development System) account access activity.
  • Trained Order Management and RMA Logistics on adding addresses in Oracle.
  • Documented work instructions for Customer On-boarding.
  • Instituted Order Management's processes into work instructions.
  • Created Order Management Website.
  • Maintained Currency Exchange Rate sheet in CCDB (Customer Contract Data Base).
Supervisor, 01/2001 to 01/2007
  • Oversaw the workload appropriately in a rapidly changing environment, within established timelines.
  • Responsible for high level order processing activities primarily associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Responsible for support, training and communication for field personnel who are not familiar with back office systems and processes in Order Management and responsible for support of processing orders on an as needed basis.
  • Assisted in OTS (On Time Shipments) metrics.
  • Assisted in testing and setup for DOF (direct order fulfillment).
  • Assist in testing phase for the Oracle upgrade.
  • Supported SARBOX reporting requirements.
Lead Account Rep, 01/2000 to 01/2001
  • Primarily responsible for assisting the Order Management team with processing issues and the day-to-day processing of customer orders by ensuring that order review is completed in accordance with business processes.
  • Elevate issues to Program Management for resolution with the Customer.
  • Enter orders into Oracle for the appropriate team to provide timely acknowledgement of orders to the Customers.
  • Work closely with Program Management to determine customer requirements and ensure that information is communicated to other departments via the order entry process.
  • Maintains a working knowledge of the Ciena product.
  • Order processing into Oracle system for order situations where they are called in to resolve Purchase order issues.
  • Analyze special offerings at contract negotiation for non-standard terms that will impact process flow.
  • Ensures all documentation relating to orders is attached to any/all orders regardless of reason (i.e.
  • All purchase orders, communication, e-mail, cancellation requests etc).
  • Maintain working knowledge of contract terms and conditions for assigned accounts.
  • Review all issues with supervisor on a regular basis to ensure that initiative-taking reconciliation will occur.
Account Rep Order Management, 01/1996 to 01/2000
CIENA CORPORTION
  • Primarily responsible for processing customer orders, non revs and vendor purchase orders using various systems, including but not limited to Siebel, Oracle, CPODS, Customer Portal, CCDB (Customer Contract Database).
  • Responsible for validating important financial and contractual data on both domestic and international orders.
  • Responsible for initial contact with customers and internal personnel regarding questions and issues that facilitate order-processing and order status.
  • Also be responsible for ensuring that purchase orders met company standards, terms and regulations which will require the ability to interpret legal documents and pricing tools.
  • Liaison with Customers and Program Management, Sales and internal personnel as required for standard process order entry questions.
  • Responsible for processing all orders as assigned within 24 hours of receipt.
  • Assists customers, co-workers and sales team with questions as they are called or emailed in or refers questions to the correct department/position for timely resolution.
  • Ensures internal/external customers are able to resolve issues with follow-up interactions.
  • Process customer change orders in the application systems and ensure that changes are made appropriately in Oracle in coordination with Order Fulfillment.
  • Ensure that Purchase order information is correctly input and updated in CPODS to show booked, dates of booking and any other relevant data including the check to confirm that financial values match.
  • Verify order pricing is correct.
  • Understand the meaning and usage of UCC and Inco shipping terms.
  • Knowledge and adherence of the OM SOX process regulations.
  • Maintain working knowledge of contract terms and conditions for customer accounts.
  • Review all issues with supervisor or Account specialist on a proactive and regular basis to ensure that timely reconciliation will occur.
Leader, 01/2014
  • Managed the workload appropriately in a rapidly changing environment within the US Government Organization.
  • Responsible for high level order processing activities primarily for US Government Accounts, associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Managed the key elements required for order validation, progression, and booking in an efficient manner using established processes and tools.
  • Managed all aspects of customer relationship from order placement to delivery.
  • Coordinated with sales, credit, warehousing and customers to ensure terms and delivery information is correct.
  • Ensured a positive customer experience via accurate and timely order processing and responsiveness to external and internal customers.
  • Managed EDI orders, including fixing errored files.
  • Reviewed order holds and resolved reasons that delay order processing.
  • Worked close with Scheduling and Material Management to make sure orders were released and shipped on time.
  • Understood contract terms, monitored critical financial data, ensured terms and delivery information are correct and complete.
  • Assisted other teams to meet on time delivery, invoicing and collections goals.
  • Managed booking of multi-site orders, orders with services, and orders with complex contractual terms.
  • Able to select and apply the correct contract terms.
  • Resolve issues which delayed booking, engaged as required with stakeholders & approvers.
  • Managed order booking for qualified Fast Track customers and products on a FIFO basis and per PO Spec sheet terms.
  • Booked orders end-to-end with minimal intervention or approval from other functions.
  • Created quotes and managed issues via prompt escalation to CSM or others, as required.
  • Created reports/dashboards from sales force such as Unprocessed Orders and Backlog Reports to address orders requiring action.
  • Worked independently on the following systems & tools: Oracle, Sales force, OBIEE (Oracle Business Intelligence Suite Enterprise Edition), MS Office including Power Point and Excel.
  • Represented Order management on customer calls.
  • Worked independently to resolve customer and business issues.
  • An active member of project teams, contributing and delivering tangible benefits.
  • Demonstrated SME (subject matter expert) ability on process and tools questions, and local requirements.
  • Sales Point of Contact on commercial requirements for the Government region and accounts.
  • Worked with account teams on non-conforming accounts and POs, capture RCA (Root Cause Analysis) and identify opportunities for process improvement.
  • Liaison with external and internal Customers, including Sales Operations, Commercial Management, Finance, Shipping, Program Management and internal personnel to provide Order Processing advise and support for both received and anticipated business in non-standard situations.
  • Ran reports for their areas of support that tracks Purchase Order receipt, date booked, and any issues that may affect expedited order processing and utilize information to provide input that allow for improved order processing speed, efficiency and process where necessary.
  • Knowledge of the OM SOX process regulations, as well as familiarity with financial and revenue controls as they apply to Order processing.
  • Supported SNOW (Service Now Tickets) for support of Order Management issues.
  • Responsible for CRMA (Customer Return Materia Authorization) tickets.
  • Responsible for Contract mapping in Customer Contract Database.
  • Verified correct was assigned to the PO (ie terms etc.).
Work History
Account Rep Order Management, 01/1996 to 01/2000
CIENA CORPORTION
  • Primarily responsible for processing customer orders, non revs and vendor purchase orders using various systems, including but not limited to Siebel, Oracle, CPODS, Customer Portal, CCDB (Customer Contract Database).
  • Responsible for validating important financial and contractual data on both domestic and international orders.
  • Responsible for initial contact with customers and internal personnel regarding questions and issues that facilitate order-processing and order status.
  • Also be responsible for ensuring that purchase orders met company standards, terms and regulations which will require the ability to interpret legal documents and pricing tools.
  • Liaison with Customers and Program Management, Sales and internal personnel as required for standard process order entry questions.
  • Responsible for processing all orders as assigned within 24 hours of receipt.
  • Assists customers, co-workers and sales team with questions as they are called or emailed in or refers questions to the correct department/position for timely resolution.
  • Ensures internal/external customers are able to resolve issues with follow-up interactions.
  • Process customer change orders in the application systems and ensure that changes are made appropriately in Oracle in coordination with Order Fulfillment.
  • Ensure that Purchase order information is correctly input and updated in CPODS to show booked, dates of booking and any other relevant data including the check to confirm that financial values match.
  • Verify order pricing is correct.
  • Understand the meaning and usage of UCC and Inco shipping terms.
  • Knowledge and adherence of the OM SOX process regulations.
  • Maintain working knowledge of contract terms and conditions for customer accounts.
  • Review all issues with supervisor or Account specialist on a proactive and regular basis to ensure that timely reconciliation will occur.
Leader, 01/2014
  • Managed the workload appropriately in a rapidly changing environment within the US Government Organization.
  • Responsible for high level order processing activities primarily for US Government Accounts, associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Managed the key elements required for order validation, progression, and booking in an efficient manner using established processes and tools.
  • Managed all aspects of customer relationship from order placement to delivery.
  • Coordinated with sales, credit, warehousing and customers to ensure terms and delivery information is correct.
  • Ensured a positive customer experience via accurate and timely order processing and responsiveness to external and internal customers.
  • Managed EDI orders, including fixing errored files.
  • Reviewed order holds and resolved reasons that delay order processing.
  • Worked close with Scheduling and Material Management to make sure orders were released and shipped on time.
  • Understood contract terms, monitored critical financial data, ensured terms and delivery information are correct and complete.
  • Assisted other teams to meet on time delivery, invoicing and collections goals.
  • Managed booking of multi-site orders, orders with services, and orders with complex contractual terms.
  • Able to select and apply the correct contract terms.
  • Resolve issues which delayed booking, engaged as required with stakeholders & approvers.
  • Managed order booking for qualified Fast Track customers and products on a FIFO basis and per PO Spec sheet terms.
  • Booked orders end-to-end with minimal intervention or approval from other functions.
  • Created quotes and managed issues via prompt escalation to CSM or others, as required.
  • Created reports/dashboards from sales force such as Unprocessed Orders and Backlog Reports to address orders requiring action.
  • Worked independently on the following systems & tools: Oracle, Sales force, OBIEE (Oracle Business Intelligence Suite Enterprise Edition), MS Office including Power Point and Excel.
  • Represented Order management on customer calls.
  • Worked independently to resolve customer and business issues.
  • An active member of project teams, contributing and delivering tangible benefits.
  • Demonstrated SME (subject matter expert) ability on process and tools questions, and local requirements.
  • Sales Point of Contact on commercial requirements for the Government region and accounts.
  • Worked with account teams on non-conforming accounts and POs, capture RCA (Root Cause Analysis) and identify opportunities for process improvement.
  • Liaison with external and internal Customers, including Sales Operations, Commercial Management, Finance, Shipping, Program Management and internal personnel to provide Order Processing advise and support for both received and anticipated business in non-standard situations.
  • Ran reports for their areas of support that tracks Purchase Order receipt, date booked, and any issues that may affect expedited order processing and utilize information to provide input that allow for improved order processing speed, efficiency and process where necessary.
  • Knowledge of the OM SOX process regulations, as well as familiarity with financial and revenue controls as they apply to Order processing.
  • Supported SNOW (Service Now Tickets) for support of Order Management issues.
  • Responsible for CRMA (Customer Return Materia Authorization) tickets.
  • Responsible for Contract mapping in Customer Contract Database.
  • Verified correct was assigned to the PO (ie terms etc.).
Sr. Manager, 01/2009 to 01/2014
  • Managed the workload appropriately in a rapidly changing environment, within established timelines.
  • Responsible for high level order processing activities primarily associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Assisted in the implementation process of reduction of book cycle time for CN4200 product line down to 24 hours.
  • Assisted in the implementation process of reduction of book cycle time for CESD product line down to 24 hours Assisted in implementing the EDI B2B No touch process for AT&T and Verizon.
  • Assisted in development of the Freight Term Sheet.
  • Assisted in the Fast Track Process.
  • Assisted IT team to automating CPODS User Management Improvements.
  • Assisted in internal audits of Order Management Processes.
  • Assisted in testing and implementing the Tax Automation process.
  • Assisted in processing orders when needed to meet the BCT (Book Cycle Time) of 24 hours from time of receipt of the PO.
  • Resolves issues/problems associated with escalating customer purchase orders prior to data entry.
  • Assisted in the review/modification/creation of quotes in support of order processing activities to ensure that they are being entered, scheduled and reconciled to customer purchase requirements.
  • Led, managed and coordinated the first Kaizen event within Order Management.
  • Via the Kaizen event, was able to improve "approve to book time" by 22% (from 24 hours to 18 hours) and more importantly set the stage for future business initiatives.
  • Run reports for their areas of support that tracks Purchase Order receipt, date booked, and any issues that may affect expedited order processing and utilize information to provide input that allow for improved order processing speed, efficiency and process where necessary.
  • Assists customers, co-workers and sales with questions as they are called or emailed in or refers questions to the correct department for timely resolution.
  • Process selected change orders in the application systems and ensure that changes are made appropriately in Oracle in coordination with Order Fulfillment.
  • Ensure that Purchase order information is updated in cods to show booked, dates of booking and any other relevant data.
Database Analyst, 01/2008 to 01/2009
  • Primarily responsible for the management, development and integrity of multifunctional customer, contract and database related information including ongoing support.
  • Interact with codependent departments to determine structural requirements to enable utilization of shared data elements including, but not limited to customer, contract data, security setups and reporting.
  • Identifying, evaluating, and developing systems and procedures that are cost effective and meet the user requirements for database management.
  • Assisted in managing cross references.
  • Met on monthly basis with internal audit to review CPODS (Customer Purchase Order Development System) account access activity.
  • Trained Order Management and RMA Logistics on adding addresses in Oracle.
  • Documented work instructions for Customer On-boarding.
  • Instituted Order Management's processes into work instructions.
  • Created Order Management Website.
  • Maintained Currency Exchange Rate sheet in CCDB (Customer Contract Data Base).
Supervisor, 01/2001 to 01/2007
  • Oversaw the workload appropriately in a rapidly changing environment, within established timelines.
  • Responsible for high level order processing activities primarily associated with resolution of non-standard process or document issues which include communications with internal and external customers to understand and evaluate potential solutions and make recommendations and decisions regarding order processing.
  • Responsible for support, training and communication for field personnel who are not familiar with back office systems and processes in Order Management and responsible for support of processing orders on an as needed basis.
  • Assisted in OTS (On Time Shipments) metrics.
  • Assisted in testing and setup for DOF (direct order fulfillment).
  • Assist in testing phase for the Oracle upgrade.
  • Supported SARBOX reporting requirements.
Lead Account Rep, 01/2000 to 01/2001
  • Primarily responsible for assisting the Order Management team with processing issues and the day-to-day processing of customer orders by ensuring that order review is completed in accordance with business processes.
  • Elevate issues to Program Management for resolution with the Customer.
  • Enter orders into Oracle for the appropriate team to provide timely acknowledgement of orders to the Customers.
  • Work closely with Program Management to determine customer requirements and ensure that information is communicated to other departments via the order entry process.
  • Maintains a working knowledge of the Ciena product.
  • Order processing into Oracle system for order situations where they are called in to resolve Purchase order issues.
  • Analyze special offerings at contract negotiation for non-standard terms that will impact process flow.
  • Ensures all documentation relating to orders is attached to any/all orders regardless of reason (i.e.
  • All purchase orders, communication, e-mail, cancellation requests etc).
  • Maintain working knowledge of contract terms and conditions for assigned accounts.
  • Review all issues with supervisor on a regular basis to ensure that initiative-taking reconciliation will occur.
Education
Executive Secretary Certificate: 1986
Abbey Business Institute - Frederick, MD
Six Sigma Greenbelt, Villanova University
Summary
Ability to meet deadlines and handle pressure coordinating multiple tasks Demonstrated strong people skills with the ability to work effectively with upper management Initiative-taking with the ability to think independently Proficient in Microsoft Office Strong problem resolution skills and the ability to interface well with both internal and external customers Outstanding customer service skills Ability to multi-task and work in a challenging environment
Highlights
  • Siebel, Sales Force, Oracle EBS, Microsoft, CCDB (Customer Contract DataBase), TCA (Oracle Trading Community Architecture)
  • Automation, POs
  • B2B, Pricing
  • Benefits, Processes
  • Book, Process improvement
  • Business Intelligence, Program Management
  • Business processes, Reporting
  • Contract negotiation, Sales
  • Credit, Scheduling
  • Data entry, Shipping
  • Data Base, Siebel
  • DataBase, Six Sigma
  • Database management, Supervisor
  • Delivery, Tax
  • Documentation, UCC
  • EDI, Upgrade
  • E-mail, Validation
  • Fast, Warehousing
  • Finance, Website
  • Financial
  • Government
  • Internal audits
  • Internal audit
  • Ie
  • Invoicing
  • Legal documents
  • Logistics
  • Managing
  • Access
  • Excel
  • Exchange
  • MS Office
  • Office
  • Power Point
  • Enterprise
  • Oracle
  • Order entry
  • Order Management Processes
  • Order Management
  • Personnel
Skills
  • Siebel, Sales Force, Oracle EBS, Microsoft, CCDB (Customer Contract DataBase), TCA (Oracle Trading Community Architecture),
  • Automation, B2B, benefits, book, Business Intelligence, business processes, contract negotiation, credit, data entry, Data Base, DataBase, database management, delivery, documentation, EDI, e-mail, Fast, Finance, financial, Government, internal audits, internal audit, ie, invoicing, legal documents, Logistics, managing, access, Excel, Exchange, MS Office, office, Power Point, Enterprise, Oracle, order entry, Order Management Processes, Order Management, personnel, POs, pricing, processes, process improvement, Program Management, reporting, Sales, Scheduling, Shipping, Siebel, Six Sigma, supervisor, Tax, UCC, upgrade, validation, warehousing, Website
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    Resume Overview

    Companies Worked For:

    • CIENA CORPORTION

    School Attended

    • Abbey Business Institute

    Job Titles Held:

    • Sr. Manager
    • Database Analyst
    • Supervisor
    • Lead Account Rep
    • Account Rep Order Management
    • Leader

    Degrees

    • Executive Secretary Certificate : 1986
      Six Sigma Greenbelt, Villanova University

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