Tabatha Terry
Pickering,Canada
Summary
A highly adaptable Manager with over10+ years of experience, known for tackling challenges with enthusiasm to deliver consistent, high-quality results. Skilled in improving processes to enhance productivity and streamline cross-functional collaboration. Demonstrates strong leadership and effective time management skills while successfully managing multiple projects simultaneously.
Overview
10
10
years of professional experience
Work History
Manager, Customer Experience Excellence
Grainger Canada
07.2018 - Current
- Collaborated with key stakeholders to create a turnaround plan focused on enhancing the customer experience, led weekly meetings and maintained up-to-the-minute action plans.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer experience by addressing problems head-on and implementing successful corrective actions through Customer Solutions platform.
- Led cross-functional teams to solution for custom customer requirements, reviewing financial and operational data for resolution.
- Implemented customer feedback mechanisms to gather customer failure insights and trends, using this information to guide strategic planning and improvement projects.
- Successfully deployed CX Ambassador program to developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Accomplished multiple tasks within established timeframes.
Sourcing Supervisor
Acklands-Grainger Inc.
02.2016 - 07.2018
- Collaborate with internal and external partners, ensuring consistencies throughout all Sourcing processes
- Monitor key functional metrics (profitability, operations, cycle time) to maximize customer experience
- Develop and implement processes in the area of quote to order for the Sourcing channel
- Optimize and develop individual and team performance
- Provides frequent, direct coaching and development to team members including daily huddles, weekly1 to1 coaching, active Individual Development Plans for7 –15 team members
- Reviews performance metrics, diagnoses root causes of underperformance and develops improvement plan
- Manage and analyze the operational activities of the Sourcing team members
- Lead, develop and maintain relationships with current and potential suppliers to help educate them on the Sourcing solution, ultimately supporting an error free inquiry to invoice process
- Managing the Sourcing profitability from $31,000,000 to $34,000,000 in one year and increasing the margin from23.1% to24.6%
SAP Trainer
Acklands-Grainger Inc.
07.2015 - 02.2016
- Collaborated with Business Process Owners (BPOs), Subject Matter Experts (SMEs) and material content developers to analyze existing AGI business processes and procedures to understand and determine the expectations upon training delivery
- Upon completion of the program, returned to the home office to teach courses in different technical aspects of the SAP interface system
- Lead9 different classes to130 end users ensuring each user reached a proficiency required to execute in their functional roles
- Specialized in the end-user training for Direct Procurement and Sourcing work streams
- Recorded and tracked parking lot questions for each training session to ensure end users received the necessary feedback
- Administered instructor performance, course material, and end user opinion surveys via Survey Monkey, scoring a93% Trainer rating from Learners
- Attended and participated in a daily debriefing call to discuss training issues/concerns
Education
Sheridan College – Davis Campus
Skills
- Relationship building
- Verbal and written communication
- Documentation and reporting
- Operations management
- Cross-functional teamwork
- Leadership/Team Management
Training
- Principals of Planning
- Principals of Quality
- Principals of Manufacturing Control
- Principals of Transportation and Logistics
- Principals of Operation Management
- Principals of Operations Management
- Principals of Inventory Control
- Seminar “Managing Multiple Projects, Objectives & Deadlines”
- Seminar “Better Ways to Better Deals”
- Seminar :Franklin Covey:7 Habits of Highly Effective People”
- Seminar “Psychological Strategies in Negotiations”
Timeline
Manager, Customer Experience Excellence
Grainger Canada
07.2018 - Current
Sourcing Supervisor
Acklands-Grainger Inc.
02.2016 - 07.2018
SAP Trainer
Acklands-Grainger Inc.
07.2015 - 02.2016
Sheridan College – Davis Campus
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