mindy watkins 1.1

MINDY WATKINS

PROFESSIONAL PROFILE

• Results-oriented leader with a passion to see technology better support business • Last ten+ years focused on B2B eCommerce • “Bridge" over technology, business and customer silos• Hands-on troubleshooter who can explain intricate technical details in non-technical terms• Experienced global traveler with sensitivity to business cultural and legal differences

I offer proven success in business process analysis and incorporating logic into software design. I am a subject matter expert on all phases of the procure-to-pay business process and know the global legal and cultural eCommerce challenges. Contact me at [email protected] to discuss how I can help you achieve your goals.

mailto:[email protected]

Mindy Watkins [email protected]

CORE COMPETENCIES AND AREAS OF EXPERTISE

TECHNICAL Functional Requirement Analysis and Documentation ERP-to-eMarketplace Integrations Complex Technical Documentation and Knowledge Transfer Level II Trouble-Shooting XCBL BUSINESS OPERATIONS B2B Deployment eCommerce Strategy Product Development and Lifecycle Management Procure-to-Pay Analysis and Optimization Process Engineering Incorporation of Business Processes into SaaS Applications Anticipating and Managing Process Exceptions CUSTOMERS Customer Retention Critical Customer Liaison Global Customer Service Delivery Technical and Crisis Communications Cross-team Solution Management

EDUCATION BA University of Minnesota and MA Yale


Professional ExperienceARIBA 2010-2011

Joined Quadrem (later purchased by Ariba) when it was a start-up B2B eCommerce company to build its operations processes, from SaaS application lifecycle management to deploying back-office applications. Visited many of the regional offices, learning the global eCommerce procure-to-pay business. As company grew, shifted focus to service delivery to leverage expertise in technology, business operations, client relationships and the pain points in eCommerce.

DIRECTOR, GLOBAL CUSTOMER SERVICES 2005-2011

Directly responsible for production technical and customer support of the eMarketplace and SaaS applications through which ~ 3M procure-to-pay actions occurred monthly; indirectly responsible for product lifecycle management and migration to production. Had veto power over product enhancement requests and was one of three people below C level authorized to promote real-time productions hot-fixes. Led cross-functional team to incorporate complex

business process logic into SaaS applications allowing company to transform from technology hub to procure-to-pay service provider

Was directed by CEO to address reported security breaches and, within 4 months, was able to cut reports to 0 by building tools, processes and governance structure enforced across the corporation.

Improved Marketplace service delivery processing resulting in a 99% drop in ‘lost’ transactions

Acted as cross-functional problem resolution coordinator and was singled out for comment in the 2011 annual Critical Customer Satisfaction survey

3


Professional ExperienceQUADREM 2002-2009

MANAGER, CUSTOMER LOYALTY AND ENTERPRISE OPERATIONS 2002-2004

Directly responsible for global customer support, development of operational processes and SaaS lifecycle management. Indirectly responsible for selection of back office systems and customer on-boarding processes and tools.

Created out-sourced 24 x 7 multi-lingual global customer support center initially serving ~ 200,000 users on-time and under budget

As Business Process SME for procure-to-pay SaaS global application, helped Quadrem move to global markets where US-centric applications were unusable due to limited bandwidth or country-specific business requirements.

Developed processes covering security, customer support, eMarketplace monitoring and loss-of-service communications enabling Quadrem to be awarded WebTrust certification

Established software lifecycle management processes governing SaaS applications resulting in a 98% drop in defect reports


Professional ExperienceSYKES ENTERPRISES 1991-2001 Joined the company, a pioneer in the third-party support industry, when it was operating out of a storefront. Focused contribution on business process design and automation.

Additional prior experience in mainframe programming, computer support and network administration

SENIOR CONSULTANT: PROCESS DESIGN AND ENHANCEMENT 1999-2001

Convinced Senior Management that the SYKES’ consulting division could successfully offer products focused on operational excellence allowing company to move into new revenue stream

Acted as senior lead on six projects, confirming the viability of new revenue stream

STRATEGIST: KNOWLEDGE MANAGEMENT 1998-1999 Built process and procedural standards to deploy knowledge

management tools throughout organization resulting in 20% decrease in hire-to-production time of new employees

Created consulting sales tool kit for knowledge management product offering, allowing company to move into new revenue stream

DIRECTOR, DIVISION INFORMATION SYSTEMS AND TELEPHONY 1996-1998

Successfully led twenty-one client implementations and four new location build-outs on-time and within budget

Led development of an internal payroll and reporting system estimated to save $1.2 million USD a year

MANAGER: ACCOUNTS AND IMPLEMENTATIONS 1991-1995 Instrumental in developing business model to offer and

deliver out-sourced customer support, a first of its kind Team member in qualifying for ISO 9002 resulting in

certification after first audit

Thank youPlease contact me at [email protected]

mindy watkins 1.1

Documents