At 3M Global Service Center, I lead OTC operations for USAC and drove 47 process improvement projects in 2026, reducing the operational SLA from a 25-day target to a 16-day average. I also reduced held orders by 96% and brought 90+ day aging accounts from 200 to 14.
At Bayer Business Services, I led and developed customer success teams, contributing to a 25% decrease in shipping errors and a 5% increase in customer satisfaction in the last quarter of 2021. I also supported an end-to-end transition that earned a 98% customer satisfaction rate.
