Customer Service Manager

NOREEN M. GILLEN

P.O. Box ** ● Linwood MA *****

508-***-**** ● ******.******@*******.***

www.linkedin.com/in/noreen-gillen

DATA GOVERNANCE ~ BUSINESS DATA ANALYST ~ PRODUCT DEVELOPMENT/ENGINEERING

Master Data Manager, Sourcing Business Solutions Manager, PLM Administrator, and System Blueprinting demonstrating success in development engineering and business data analysis. Liaison between Business/Functional areas and IT group to ensure that data related business requirements are clearly defined, configured, communicated and well understood as part of operational prioritization and planning. Technical Expertise in Excel, Jira, Sharepoint, WebEX, SAP/INFOR and PLM. Expertise includes:

Product Engineering/Tooling/Costing

Systems Business Requirements

Global Implementation/Development

Data/System Configuration

Product Management

Business Analyst

Business Architecture Design/Analyst

End to End Business Liaison

EXPERIENCE

The Rockport Group, Newton, MA 2015 – Oct 2017

Master Data Manager/Business Analyst (2017 – Oct 2017)

Managed the accuracy, integration, development, QA and optimization of data including integrated business processes across functions, geographies and software applications - supporting the following business user groups – sales ops/customer service/supply chain/inventory management/finance/product development/manufacturing and their reporting requirements.

Re-aligned the management and maintenance of master data across applications ensuring systems synchronization – SAP, B2B, EDI, PLM, GXS UPC catalog, POS and WSM.

Collaborated with business functions to ensure business requirements were incorporated into the appropriate systems, were UAT tested and rolled out to the downstream systems properly.

Supported various business teams such as sales ops/customer service/finance/inventory management/supply chain/product development with master data related issues and needs.

Refined ERP requirements for data configuration and efficiency within SAP and downstream systems to better fit business requirements and manage risk assessment after the initial rollout of new company systems.

Established uniform metrics and SOPS for monitoring process efficiency and effectiveness including clear organizational accountabilities for each major process area.

Sourcing Business Solutions Manager/Business Analyst (2015 – 2017)

Directed data mapping and blueprinting for interfacing product data from PLM to downstream systems such as SAP, B2B, GXS UPC catalog and WSM supporting downstream systems for manufacturing, supply chain, sales ops, finance and customer service.

Established requirements for PLM data configuration and reporting within the Enovia PLM (Product Line Management) system and in the Company BI tool through SAP Hanna.

Created product data integrity processes, QA and definitions for a single source of product data and system reporting.

Managed the migration of product data from 2 company legacy systems for an accurate integration to a new PLM system.

Served as a business liaison and bridge communicator between product business requirements and IT technical development and configuration.

Troubleshot system and process issues for business users of the Enovia PLM system and quality assurance.

Drydock Footwear, Boston, MA 2011 – 2015

PLM administrator/Business Information Analyst (2013 – 2015)

Created and implemented protocol, processes and QA for PLM utilization for transparency, alignment of data and approvals.

Created and implemented an automated catalog line sheet that included color images and features/advantages details.

Established and maintained tooling exposure report and margin analysis.

As part of a super user team, prepared and accomplished the PLM system go-live successfully and on time. supporting downstream systems for manufacturing, supply chain, sales ops, finance and customer service and reporting requirements.

Maintained data accuracy and integrity with both the Enovia PLM system an Infor ERP system as a Business Analyst.

Senior Product Developer/Commercialization Engineer/Business Analyst (2011 – 2013)

Conducted technical analysis and measurements by review of the products on and off the last. Evaluated construction and took the shoes apart to make sure all shoe components were in place and utilized appropriately to industry standards.

Evaluated all products for fit, by recording fit tester comments, completing hands on assessment of products while being worn by fit testers and comparing results to company and industry standards.

Identified issues and implemented corrections for 75-115 products per season while maintaining design integrity.

Completed last assessment evaluation and made adjustments during the engineering process and before releasing products to commercialization to ensure dimension measurements reflected fit standards.

Conducted extensive wear test evaluations and analysis for all products resulting in high performance and consistent fit for consumers. This included component/material testing to reflect SATRA standards and analyzing products after 60 or more hours of wear following the steps of technical analysis.

Analyzed material costing and consumption to help reduce costs keeping products within the 45-55% margins.

Collaborated with co-workers in Asia to select materials making sure material and full shoe testing standards were met.

The Rockport Company, Canton, MA 1989 – 2011

Associate Manager Flex/PLM Global Support/Business Analyst (2010 – 2011)

Prepared and accomplished the SPM interface go-live successfully and on time by working with IT on business requirements, standardizing processes and terminology.

Scrubbed and aligned 20k data records with the Rockport brand by standardizing attributes allowing for consistency and accuracy of data entry.

Transitioned seasonal electronic BOMS from a network drive to Flex PLM allowing spec and cost comparisons.

Facilitated and conducted PLM upgrade regression testing, UAT testing, successfully completing 2 rounds of testing.

Wrote UAT test scripts and edited training materials manual for retraining PLM business users.

Created and implemented protocol and processes for PLM utilization for transparency and brand alignment of data entry and approval processes for product marketing, sourcing support, development, production operations, inventory management, global operations and international teams.

Established and presented program changes for the movement of the development and commercialization tracking reports from Excel reporting to PLM.

Development Engineer and Associate Fit Assurance Manager (2005 – 2010)

Conducted technical and fit analysis with measurement review of the products. Evaluated construction and took the shoes apart to make sure all shoe components were in place and utilized appropriately to industry standards.

Identified issues and implemented corrections for 100-160 products per season while maintaining design integrity.

Conducted extensive wear test evaluations and analysis for all products resulting in high performance and consistent fit for consumers, including component/material testing to reflect SATRA standards and analyzing products after 60 or more hours of wear following the steps of technical analysis.

Additional Titles:

Engineering Associate Implementation Coordinator/Supervisor

Master Scheduler/ Senior Planner/Planner Administrative Assistant / International Communication Coordinator

EDUCATION AND CERTIFICATION

SATRA Certification Materials and Constructions and completed program training in: lasts and fitting, testing procedures, product design, performance and risk assessment, quality assurance and supplier auditing

Nichols College –APICS Courses completed:

Master Planning and Manufacturing Resource Planning, Production Planning and Inventory Control, Materials Requirement Planning, Capacity Management and Production Activity Control

Certified Leadership Training Instructor, Archdiocese of Boston

Certified Youth Ministry Instructor/Leader, Archdiocese of Boston

Bachelor of Science degree – Barrington College – graduated Cum Laude

EXTRACURRICULAR

St. Patrick Parish, Whitinsville, MA

Cantor – Lead the congregation in worship and song during liturgies, funerals and weddings.

Coordinator of Youth Ministry

Created and taught the 8th grade religious Ed program for 35 students.

Organized and actuated fundraisers to support programs: omelet breakfast, dinner theatre, car washes, semi-annual helping hands yard service in community.

Initiated Parish involvement in the Young Neighbors in Action National program where youth from the parish worked in solidarity and served the poor in various cities in the US and Canada. The youth raised all funds to support the program costs for this week-long annual program including transportation costs.

Coordinated various spiritual programs including: tabloid stations of the cross, confirmation retreats, penance services and weekly youth group meetings.

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