BPA

KIA MASSEY

Wilmington, DE *****

908-***-**** **********@*****.*** linkedin.com/in/kia-massey-978983295/

BUSINESS SPECIALIST

Extensive experience guiding organizational continuous process improvement within teams to provide best customer experience whether inter-department or direct-to-consumers. Experience includes retail and administrative management. Recognized for maintaining strong supportive leadership that tackles challenges while maintaining achievements and project resolutions in daily business operations with confidence. Recognized as a valuable and supportive business partner.

Warehouse Supervision Purchasing Inventory

Interviewing Training Sales And Office Support Shipping and Receiving Light Bookkeeping.

COMPETENCIES

New Business Development Process Flow Development Business Analysis

Project Management Business Analysis Quality Assurance

PROFESSIONAL EXPERIENCE

Agilent Technologies Wilmington, Delaware

BPA TIS COORDINATOR CHANGE ANALYST 02/2017 – 03/2024

Provide data management for all projects related to the Consumer Supplies Division. Ensure new and existing products are set up accurately or extended in Agile and SAP. Manage MVPS for a year prior to transitioning to the service team.

●Assist with mergers and acquisitions for consumable product line

●Provide team training virtually

●Member of business improvement project for CSD NPI

●Edit and create training documents specifically for CSD.

CSD − Customer Solutions and Verification Team 06/2015 – 06/2017

This role was critical to customer repair, warranty, contract, and order placement teams and for supporting many groups in the services support division.

●Handled data integrity issues on service requests held up due to contract verification,

serial number discrepancies.

●Ensured data integrity of objects, systems and customer contact information for services support division.

Instruments Customer Service Rep 09/2010 – 05/2015

Managed relationship between Agilent and the customer. Focused on customer requests for both new and replacement orders, addressed invoice concerns, expedited orders and order changes. Implemented data integrity and data management.

●Communicated customer expectations, order acceptance terms, order changes, billing and invoice issues, production changes between the customer, Sales team, ATI team, manufacturing, and logistics.

●Demonstrated continued ownership of updating process docs and assisted with audit preparation for ATI and for Vacuum order management team.

●Created a SharePoint to archive old documentation.

●Trained new hires

EDUCATION

Organizational Management

Wilmington University Wilmington, DE

History and African Studies

Brooklyn College Brooklyn, NY

TECHNICAL SKILLS

Microsoft Office Suite (Excel, MS Word, MS Project, Outlook, PowerPoint, Access)

Lotus Notes; SAP, CRM AS400; Great Plains; Various POS and ERP systems

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