Priyanka Massey

IFS Cloud Upgrade Project

• Leading multiple initiatives during the IFS Cloud upgrade, serving as the OPS Functional Lead for key functional areas including Services, Customer Orders, Purchase Orders, Customer Quotes, Projects, Manufacturing, and CRM.
• Onboarded Business SMEs to project tools including JIRA, Confluence, and Nintex for process mapping and documentation.
• Led the review of all customizations from Apps10 to IFS Cloud, coordinating SME assessments and manager approvals to streamline scope.
• Designed and maintained the IFS Cloud Confluence space to standardize project documentation across all business areas.
• Documented initial discovery session outcomes and managed pain points using the JIRA Ideas tool, facilitating scope definition and executive committee approvals.
• Developed and managed JIRA dashboards and work types to track development progress, end-to-end testing, bug logging, and CRIM execution.
• Facilitating functional design reviews with IFS partners prior to development kickoff and supporting internal testing for Lakeside and IFS Partner-led development.
• Built the IFS Cloud Hub SharePoint site to centralize updates, training resources, project timelines, and feedback collection for the organization.
• Delivered Train-the-Trainer sessions for Business SMEs to prepare them for October instructor-led training delivery for their teams.
• Documenting Business Requirements and functional design specifications for core business functionalities.

Business Requirements and Process Design:

• Developed and documented business requirements (user stories) for minor enhancements and medium-to-large projects through interviews, workshops, and process shadowing.
• Conducted process analysis and created 'As-Is' vs. 'To-Be' workflows using tools such as Lucid Chart, Visio, and Nintex.
• Collaborated with solution architects and developers to design solutions, bridging technical teams and business users.
• Prepared project charters detailing goals, requirements, problem statements, proposed solutions, risks, and timelines.
• Demonstrated solution proposals through prototypes to obtain stakeholder approval prior to development.
• Project Implementation, Testing, and Communication:
• Conducted first-level QA testing, created test scripts, and coordinated UAT with stakeholders to validate functionality.
• Developed go-live plans incorporating organizational training, rollout strategies, and communication for seamless launches.
• Established and maintained project-related communication channels via Teams, facilitating collaboration among stakeholders.
• Organized and updated project documentation, ensuring accessibility and version control.
• Created detailed test scripts, maintained an issue log, and developed training materials for business stakeholders.

Technical Expertise and Automation:

• Enhanced technical capabilities by learning WINSCP, JSON analysis, API testing, and SQL for data extraction and validation using SSMS and Oracle Developer.
• Conducted research for JIRA and Confluence migration, setting up test sites, and sharing best practices for documentation organization.
• Leveraged Power Automate to streamline workflows, including integrating MS Forms with Teams, Outlook, and SharePoint for creating seamless workflows.

Service Desk and ERP Expertise:

• Managed organization-wide inquiries about the ERP via the service desk, resolving issues directly or delegating tickets to developers and team members as needed.
• Documented resolutions in Confluence, creating a repository of help desk ticket resolutions for future reference and support.

Key Projects:

• ERP Integration Project: Automated order transmission between IFS and Emerson’s supplier Oracle systems, improving efficiency and streamlining status
  updates.
• iNET Impact Partner Project: An e-commerce platform for inventory sharing and automated order creation, enhancing collaboration with external partners.
• Component Repair Process Revamp: Go Formz platform integration with IFS for
  service team repair tracking, significantly improving workflow efficiency.
• Dayforce-IFS Integration: Collaborated with the HR team to synchronize time-off
  requests and balances between Dayforce and IFS systems.
• Nuclear Order and Quote Tracking Project: Enhanced tracking and management of nuclear orders and quotes for improved accuracy, speed, and visibility.
• CRM Enhancements: Introduced an Outlook panel displaying ERP-based customer data and optimized phone number logic to improve usability.
• Customer and Purchase Order Import Tool: Streamlined data processing with an Excel-based import tool for orders.
• Part Inquiry and Attribute Import Integration: Integrated external tools with IFS to improve part inquiry, attribute imports, and configuration processes.
• Technician Time Tracking: Implemented a solution to track technician time on shop orders, improving resource management in mechanical services.

Achievements:

• Created self-led LMS training modules, including "Basics of IFS Functionality and Features", integrating interactive slides, videos, and assessments using Articulate 360.
• Developed the first self-led training lesson for Order Management hires, covering organizational overviews and IFS processes.
• Led training on Nintex for process mapping, creating guides and conducting workshops for cross-functional teams.
• Designed Power Automate workflows for the WIN Committee, automating profile creation processes and launching the dock SharePoint site on schedule.
• Played a key role in the Dock Committee, creating SharePoint collaboration sites, quick tips, release notes, and training resources for Business Operations.
• Cleanup and Launch of New Intake Management Process: Conducted a comprehensive cleanup of outstanding requests, sorting and prioritizing tasks while securing approvals to streamline workflows. Designed, developed, and launched the new intake management process, documenting workflows and organizing tasks in JIRA for efficient tracking and execution.

• Customer Service Team lead for Project Solution Group, Regional, and OEM teams.
• Planning and distributing incoming tasks across the team – understanding what needs to get done and distributing the work appropriately.
• Coordinating and leading monthly and/or quarterly team meetings to discuss workloads, accomplishments, lesson learned and process related announcements.
• Providing organizational updates and context to team members as required.
• Assisted in new hire interview process, wrap ups, plan, create and implement training schedule both virtual and in office.
• Generated the 'Training Checklist' and keeping it up to date.
• Conducted 'Training Camps' for all the CSRs as an initiative to promote continuous improvement opportunities and to standardize procedures when errors or issues are identified.
• Training Sales Administrators, establishing processes for documentation retrieval from supplier portals, commercial invoice generation, reviewing factory acknowledgments for discrepancies/delays, and managing shared mailboxes for PO distribution.
• Led the creation of the 'Center of Excellence' segment on the CSR Dock Page, sharing team-contributed tips, tricks, templates, and resources.

Key Achievements:

• Automated weekly status reports, including the 'On-Time Report' for Nova Chemicals and New Forest, by defining criteria and testing ERP functionality.
• Designed and implemented an ERP dashboard to identify gaps and delays in order management, enabling automated monitoring and faster resolution.
• Created a commercial invoice template in Excel, reducing manual effort and streamlining document generation.
• Collaborated with Emerson IT and Lakeside IT to fix the 'Rosemount Documentation Website', enabling bulk document retrieval for Sales Admins and ESP teams.
• Established a PO retrieval process via Ariba for the ESP team, in collaboration with the finance department, and trained team members to take over tasks successfully.
• Designed and implemented the 'Cheers of Peers Recognition Program', including award category creation, surveys, and a CSR Dock Page segment for nominations.
• As an ambassador for the Customer Experience Council, supported customer-centric initiatives, including:
• O Worked on projects related to implementing Live Chat Bots and website enhancement.
• O Led initiatives such as the Customer Experience Quality Response Month where organized daily organizational posts, activities, and prizes to drive engagement.

Customer Service Representative (CSR):

• Processed customer orders, ensuring timely responses, accurate documentation, and excellent communication across sub-regional teams (North, West, East, and Southern Ontario).
• Managed complex project orders involving multiple POs, progressive invoicing, supplier coordination, and shipment expediting to meet deadlines.
• Oversaw comprehensive order management, including status reporting, vendor POs, and customer returns, ensuring proper RMA documentation and credit management.
• Collaborated across internal teams (sales, engineering, services, finance, vendors, and warehouse) to exceed customer requirements.

Subject-Matter Expert (SME):

• Acted as SME during the ERP system upgrade, leading module testing, identifying bugs, and providing feedback for process enhancements.
• Developed training materials, including click-and-learn modules, and conducted presentations for a seamless CSR transition to the upgraded system.
• Troubleshot ERP challenges and administrative roadblocks, recognized as the go-to expert for resolving complex issues.
• Revamped the CSR community intranet page with FAQs, updates, and training materials, improving internal communication.
• Centralized vendor contact data for 130+ suppliers, streamlining communication and reducing redundancy.
• Created tools and systems, including:
• O Automated Excel-based KPIs to track order turnaround time.
• O A company-wide CSR skill matrix through surveys and data analysis.
• Supported talent acquisition by participating in interviews and the hiring process for CSRs and sales administrators.

Key Achievements:

• Petro-Canada Track and Trace Report: Developed detailed reports providing visibility into order statuses, timelines, and deliveries, earning customer appreciation.
• Arcelor Order Recovery: Consolidated and processed missed POs, recovering $62,335.86 in gross revenue by addressing discrepancies and providing proof of delivery.
• Complex Project Management: Successfully managed a digital project order with 29 factory POs, 84 standalone shop orders, and 630+ order lines, ensuring timely execution.
• PO Tracker Implementation: Created a Smart Sheet PO Tracker, reducing missed POs by 99% and automating their distribution among internal teams for better accountability.
• Order Entry Automation: Designed automated Excel templates, streamlining project order data transfer to ERP systems, reducing manual effort and improving efficiency.

• Accountable for Training resources for FBA procurement, monthly updating of FBA tracker and payment status.
• Responsible for Monthly Reconciliation of Vendor Freight Bills with internal transactional reports.
• Analysis of customer and vendor distribution contracts.
• Consolidation of FBA reports from FBA team members, review, and check before submission.
• Managed Ad hoc shipment approval data to be maintained as per Quality Guidelines.
• Investigate and resolve any discrepancies in the bills.
• Overlook and streamline record and document management and credit note management.

• Managed and oversee the work of clerks engaged in the following duties: Receiving of goods, put-away, replenishment and picking, assembling, sorting, and packing, scheduling, and dispatching products.
• Ensure current and accurate inventory control and stock reconciliation for each account.
• Supervise the inventory quality and accuracy assurance programs, like daily and monthly cycle counts, including measurement of inventory KPI's in weekly and monthly reports.
• Training of Team Leader / Shift Leader as to how to resolve discovered inventory issues during operations.
• Ensure smooth operation of computer systems, equipment, and machinery and arrange for maintenance and repair work.
• Develop and maintain process for inventory claims, returns and damaged goods handling and identify measures to reduce damages caused by warehouse staff.
• Planning and management of annual stock-count in accordance with customer requirements and KN CL guidelines.

• Accountable for Transport Vendor Management, Order Processing, Load Planning etc.
• Integrated dispatch planning-clubbing opportunities and optimization of vehicles.
• Visibility reporting through daily reports and measuring dispatch quality through monthly KPI analysis.
• Conduct cost benefit analysis based on prevailing market based on freight rates and recommended critical deliveries.
• Communication- Escalate crises and send pre-alerts wherever required truck delays, inbound and outbound movements.
• Managing Freight audit and customer billing, MIS and Daily reporting, Monthly KPI reporting and Adhering to SOPs.
• Coordinate and improve distribution planning process to ensure dispatch plans are frequent timely and accurate to meet desired service levels.

• Completed an intensive executive trainee program, participating in job rotations and on-the-job training in various departments.
• Collaborated with industry experts to gain practical work experience and expand knowledge in freight forwarding.
• Received step-by-step operational training in sea freight, air freight, customs, contract logistics, integrated logistics, and sales, including learning physical processes, managing documentation, and utilizing IT systems such as in-house EDI and WMS.
• Gained hands-on experience in customer relationship management, real-time sales calls, warehouse operations, and business development activities.
• Developed team management skills by working on real-time projects in integrated logistics, involving vendor and customer management, data analysis, and developing customized solutions to meet customer needs.