Information Security Lean Six

NOËL ROSE LESH

503-***-**** Wilsonville, OR adgkx1@r.postjobfree.com linkedin.com/in/noël-rose-lesh

Versatile and accomplished customer order management leader with comprehensive experience in product sales, customer engagement and retention, process and integrity management, and policy compliance. Outlines customer success goals and priorities to align customer needs with optimal products and service offerings. Establishes and strengthens relationships with all levels of clientele through consistency and transparency. Leverages morale-building initiatives and performance-driven recognition to develop and motivate high-performing teams. Expertly balances customer requirements with organizational goals, advocating for one stakeholder versus the other to achieve optimal business outcomes.

Areas of Expertise

Complex problem solving • Customer Relationship Management • Distributor and Reseller Expertise • Operations • Order Fulfillment Process Improvement • KPI –Key Performance Indicators • Database management • Program Management • Microsoft Outlook, Excel, Word

•Team Management • Training & Development • Cross-Functional Team Collaboration

Xerox Corporation, US Channel Unit – Wilsonville, OR Customer Relations Specialist– Order Management (2009 – 2020) Order Management Supervisor – Order Management (2000 – 2009)

•Leads and manages a team of 12 staff in processing and maintaining customer accounts with zero to minimal discrepancies

•Continuously audits customer relations and service-related processes and procedures to identify and correct inefficiencies

•Ensures all channel orders are processed with exceptional quality in database entries in accordance with established SLA’s

•Promptly analyze and resolves all varies of customer problems, disputes, and/or escalations, as well as distributor POS errors

•Responsible for team compliance for quotes, purchase orders, contractual product sales and credit compliance

•Manages order fulfillment and inventory backlog to ensure customer satisfaction in accordance with defined policies

1.Managed the launch of a remote order management division in Guatemala on time and on budget while following organizational restructuring policies; trained remote employees while performing all departmental duties:

•Developed and executed four-week remote training program, as well as WebEx training directives

•Currently training two additional remote team members in Guatemala in all aspects of department operations

2.Developed “Team Resource Center”, a designated board for highlighting excellence, and updated board monthly:

•Encouraged team members to nominate one another for going “above and beyond” in any area of performance; selected a monthly winner based on team feedback and posted winner’s accomplishments, as well as feedback from peers

•Posted “Tools & Tips” for creating for ensuring exceptional customer experiences

•Showcased individual and group “thank you notes” received from customers

•Invited team to share customer testimonials during staff meetings and/or by printing and posting emails to board

•Recognized individual team members for receiving positive customer testimonials during monthly staff meetings; presented Certificates of Recognition, boosting morale while motivating continued efforts”

3.Proactively improved employee morale, work culture, and health and wellness by creating and implementing “fun” initiatives

4.Spearheaded cross-training/peer-coaching initiative in response to significant organizational restructuring and downsizing:

•Challenged team members to strengthen each other’s areas of improvement through collab- oration and one-on-one mentoring, leading to development of untapped strengths within each team member while improving overall performance

•Streamlined and consolidated multiple processes with zero to minimal impact on workflow

5.Significantly improved and maintained metrics relating to “Team Averages” and “Workload Balance Management”:

•Increased average number of transactions per individual and average number of phone calls per individual

•Reduced monthly error rates, P/O audit errors, call waiting and handling times, call abandon rates, and costs per order

6.Overhauled office supply purchasing process, saving considerable shipping costs, in addition to eliminating duplicate purchases

7.Reduced “Cost-of-Error” expenses, such as freight costs and product replacements, through frequent customer service coaching

Lean Six Sigma Yellow Belt Certification

Lean Six Sigma Green Belt Training (60 Hours) Introduction to Salesforce.com & IM Partner Quality Assurance Auditing Training

ISO 2000 Compliance – Quality Assurance Workshop

Annual Dun & Bradstreet Training

Annual Business Ethics & Conduct Training Annual Information Security Training Annual Compliance Training

Annual Leadership Training & Workshops

TECHNICAL SKILLS

Oracle E-Business Suite (Super User) • Oracle 11i ERP• MS FrontPage • Guppy

•WinDD • Cisco WebEx • Salesforce.com CRM • Onyx • ACT • Skype for Business

•Microsoft Office Suite (Including SharePoint) • Intranet Website Maintenance

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