Customer Service Sap

ANN TELFORD

Email: *********@********.***

Address: *** ***** **

City: Groton

State: NY

Zip: 13073

Country: USA

Phone: 630-***-****

Skill Level: Management

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ANN L. TELFORD

630-***-**** ***.*.*******.***@*****.***

PROFESSIONAL EXPERIENCE

NALCO COMPANY 1990 - 2012

Water, Hygiene & Energy Services Technologies Company

Business Process Manager - 2008 2012

R/3-ECC experience 14 years

CRM experience 7 years

Web Portal - 7 years

Worked on implementation of SAP for Australia and New Zealand.

Trained Australia and New Zealand team on ECC/CRM/NalcoDirect.

Responsible for managing personnel in the Customer Set Up group in NA.

Updated and provided performance reviews with employees on a scheduled basis.

Completed other employee paperwork as necessary.

Named a SME (Subject Matter Expert) O2C specializing in Customer Master Data.

Worked on various projects to update ECC/CRM/NalcoDirect.

Trained employees on new processes, as necessary.

Updated flow charts and process flow documents to illustrate correct processes.

Headed a team to update documents in CRM.

Worked on implementation of ECC/CRM for Singapore and Malaysia.

Trained Singapore and Malaysia team on ECC/CRM/NalcoDirect.

Supervised personnel managing internal Help Desk tickets for NalcoDirect and Extranet support, mostly process/security issues.

Worked on various IT tickets for ECC/CRM/NalcoDirect support.

Worked in NIBM (Nalco Internal Business Management) IT tickets as assigned.

Worked with internal and offshore IT personnel on a daily basis to resolve issues or for ongoing project work.

Business Process Analyst - 2005 - 2008

As below including:

Centralized and trained personnel to review and issue customer invoices to one centralized location in EU.

Worked with EU to cleanse customer data from legacy system.

Trained NA and EU personnel on new updates to SAP.

Worked on implementation of CRM and NalcoDirect globally.

Worked with internal and offshore IT personnel.

Logistics Specialist - 2000 - 2005

Worked on implementation of SAP ECC to our European operations.

Worked on implementation of the CSAW (Customer Service Automated Workflow) project.

Worked on conversion of all NA SAP O2C data to new formats.

Tested and trained EU users on use of various SAP functionality.

Implemented standardization of database maintenance for EU to match NA standards.

Tested multiple updates to SAP, including R/3 to ECC, as provided by IT.

Loaned to Pulp & Paper Marketing group to work on VMI (Vendor Managed Inventory) database.

Worked on implementation of SAP (ECC) to Argentina and Chile.

Named as a SAP O2C Super Power User.

ANN L. TELFORD PAGE TWO

Customer Database Specialist II - 1995 - 2000

All items listed below including:

Worked on implementation of SAP (R/3) from prior AS400 system.

EDI Coordinator

Worked with management to complete field mapping/standardization of data from AS400 to SAP including:

o Customized Contract database.

o Customized PortaFeed (equipment) database.

Tested and trained US users in use of SAP.

Tested new and/or updated applications.

Worked with Canadian users to standardize their data standards to match US.

Named as a SAP O2C Power User.

Customer Database Specialist I 1990 - 1995

Created and maintained Customer, Product, Pricing, Contract and PortaFeed database information to be used by Customer Service, Marketing, Management and other internal customers to place orders and create reports.

Entered approved debits and credits into database to create customer documents.

Reviewed daily invoices and reports for accuracy.

Worked with Marketing, Sales, IT and other internal groups, as necessary.

Reviewed, monitored and released orders from various queues (i.e., price, customer contract etc.).

Submitted requests for batch processing to IT.

Tested new updates from IT.

Ran reports for Marketing, Sales and IT, as necessary.

EDUCATION

AAS in Business Administrations 2002 with high honors, Benedictine University, Lisle, IL

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