INFOR (April 2018 – Present)
Senior Product Support Analyst, Lawson SCM - Saint Paul, Minnesota
- Provide support and issue resolution to customer issues with a focus on root cause determination, customer satisfaction and resolution-time
- Subject matter expert for all concerns related to Infor Lawson Requisition Center, Procurement Punchout, Inventory Control and Warehouse
- Deliver customer facing training, best-practice recommendations, and data analysis to improve efficiency
- Test and report code defects and functionality concerns to cross-functional development group
- Serve as liaison and customer advocate during the development process for defect corrections and functionality enhancements
- Develop training documentation and materials, and deliver training to peers, new team members and cross-functional teams to expand breadth and depth of product knowledge
- Drove initiative to reduce total backlog by over 100% and high priority, aged issues to below 10% of total backlog through issue prioritization and collaboration with team members
- Maintained personal and team-wide customer satisfaction ratings above 4.8/5
TARGET CORPORATION (March 2017 – April 2018)
Senior Specialist, Space & Presentation - Minneapolis, Minnesota
- Successfully executed transition work for over 850 store remodels, including space change management and cross-functional team alignment
- Project management for execution tasks with team in Bangalore, India - including timing, execution tracking and training
- Managed space data and store planogram ties for Jewelry, Accessories & Shoes departments
- Adapted and reworked multiple tools and processes, allowing role savings of over 400 hours annually
OPEN SYSTEMS INTERNATIONAL (May 2013 – August 2013)
Marketing and Communications Intern - Plymouth, Minnesota
- Drafted public facing press releases focusing on business developments, contracts and new products
- Reorganized internal customer database to better view relationships with high-profile clients and manage scheduled servicing
