Support Representative Contract Specialist

Jonna-Li Catrini SAP Specialist ECC, CRM, MDM, C*C

Expertise in End-User Training, Data Analysis, and Business Intelligence

*********@*****.*** www.linkedin.com/in/jonna-li-catrini 813-***-**** Jim Thorpe, Pennsylvania

Dynamic and analytical professional with 10+ years of experience in business operations, data governance, training, and project management across a variety of industries. Proven history of streamlining data management operations, driving revenue, and seeking out problem areas to save significant time and costs while adhering to organizational mission and objectives. Flexible and adaptable to changing business needs and requirements. Detail-oriented with a demonstrated talent for rendering and presenting business and customer data into feasible and actionable business roadmaps. Areas of Expertise include:

SAP, ECC, CRM, C4C & ERP

Multiple Project Management

Remote Work & Presentations

Change Management

Staff Training & Development

Sharp Business Acumen

End-User Support & Documentation

Data Cleansing and Deduplication

Policy, Compliance, & Accuracy

Aged Deduction Solutions

Change/Continuous Improvement

Contract Analysis & Negotiation

Professional Experience

CACI INTERNATIONAL, INC Reston, Virginia May 2022 – January 2023

SAP Corporate Training,

Contractor for remote SAP training and course development contracted to the United States Department of the Interior. Primary focus on government purchase requisition and purchase order processes.

Key Accomplishments:

Used uPerform and Balabolka software to create end user CBT, WSI and training simulations for various FBMS, PRISM and SAP t-codes.

Assessed and updated training documents as needed to prepare for S4 HANA transition.

Prepared and conducted interactive virtual trainings using the Microsoft Teams platform.

ELIASSON GROUP Reading, Massachusetts September 2021 – April 2022

SAP Corporate Training,

Remote SAP trainer for call center new hires contracted out to Duke Energy located in Charlotte, NC.

Key Accomplishments:

Utilized Microsoft Teams to conduct virtual training to end-users on the SAP C4C of Fiori platforms.

Reviewed and updated training documents and processes to reflect changes made to the SAP system since subsequent go-live.

Created assessments to analyze end-user's ability to comprehend and navigate through the SAP system. Provide individual assessment and support to trainee prior to training completion.

Scheduled and assigned lessons and activities to trainee, ensured trainee fully understood the lessons, monitored progress and resolved issues and miss understandings to ensure quality and standards. Prepared weekly evaluation reports for management.

METTLER – TOLEDO PRODUCT INSPECTION Lutz, Florida April 2017 – September 2021

SAP Change Management Analyst & Systems Trainer, 2018 – 2021

Authored and developed training documentation and product knowledge files for end-users. Actively facilitated end-user training workshops/programs. Worked with IT and Project Management to evaluate the impact of process changes on users to identify gaps in business and training needs. Ran regular, rigorous testing across sales order management cycle, Lead-to-Quote and Order-to-Cash, prior to launch. Met all global SAP Master Data requirements across archival, deletion, and migration operations of customer data, providing full operational support services prior to launch. Conducted vital data quality checks, validation, and quality monitoring of master data configuration and maintenance outside the SAP system.

Key Accomplishments:

Created 500+ hours of training content and materials for more than 200+ end users, including sales training manuals, legacy databases, and a wide variety of other project support documents, resulting in an average user approval rating of 4.6-5.0.

Prepared and conducted onsite and virtual training. Used education principles to develop site training, schedules, maintain training manuals, and track new training methods and techniques

Maintained related training equipment/database and records. Observed and evaluated results and overall effectiveness of training program

Executed two successful Go-Live ventures and all subsequent hyper care operations.

SAP Data Governance Specialist, 2018

Validated integrity and accuracy of end user created customer records, daily. Filtered and archived customer data to meet SAP Master Data requirements on a global scale and delivered operational support for archiving of legacy data prior to SAP launch. Configured customer Master Data along with groups, commissions, master agreements, and purchase orders.

Key Accomplishments:

Streamlined operations and data management process by seamlessly consolidating four divisional CRM and ERP systems into one master database.

Sales Support Administrator, 2017 – 2018

Strengthened internal/external sales teams across updating and managing quote output, databases, pricing, commission processing, reporting, disaster recovery, and phone order support. Orchestrated logistics, equipment, and materials for trade shows, supported internal project management, verified database changes, and liaised between Sales, Marketing, and IT to facilitate cross-departmental change insights and requirements.

ADI KRUMB INC. Hobe Sound / Ft. Pierce, Florida 2011 – 2016

Casual dining, breakfast, and lunch café with multiple locations across Florida.

Operations Manager

Established a breakfast and lunch café located in a multi-corporation business center along with an additional free-standing bakery and café on Florida’s Treasure Coast. Orchestrated and oversaw community outreach efforts and events, arranged for the purchase, maintenance, and repair of restaurant equipment, and supervised staff leaders—stepping in with mitigation or corrective action/guidance as needed.

Key Accomplishments:

Quickly optimized and stabilized net profits by utilized lean management methodologies and a JIT inventory process.

Sustained a stable food cost rate of 36% by developing diverse and flexible menus and pricing conducive to local clientele.

Oversaw second location division expand to $400,000 in gross sales within two years of institution through several exclusive catering contracts.

Monitored and maintained front-end staffing needs by reviewing resumes, conducting interviews and overseeing training and ensuring proper food handler certification is met.

Cultivated two exclusive catering contracts with local private schools.

Additional Professional Experience

HOLLAND AMERICA LINE Seattle, Washington

Youth Program Coordinator

BALDWIN PREPERATORY SCHOOL North Palm Beach, Florida

Fourth Grade Classroom Teacher / Tai Chi Instructor

OLYMPUS IMAGING AMERICA INC. Center Valley, Pennsylvania/Melville, New York

Major Accounts - Contract Specialist

Digital Technical Support Representative Intern

HUNTINGTON LEARNING CENTER Port Jefferson, New York Who’s Who Among American Teachers

Teacher/Tutor & Assistant Director of Administration

Education & Training

Masters of International Business – International Business

ST. THOMAS UNIVERSITY Miami, Florida Kappa Gamma Pi Honor Society

Bachelor of Science Education – Chemistry & Elementary Education

LONG ISLAND UNIVERSITY – C.W. POST CAMPUS Brookville, New York

Post Education Department Honors & Dean’s List

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