Alicia Anderson
San Jose,CA
Summary
Experienced leader who does by example; proven strategist who loves analytics; enthusiastic problem solver capable of seeing the big picture while getting her hands dirty. Over 20 years working in the Quote to Cash Operations / Finance space. Proven track record of reducing waste and redesigning departments and processes utilizing Lean Six Sigma practices. Highly skilled in fields of program managing, process architecture, training, ASC 606 guidelines, and all forms of communication. Behind all skills is a mentor who thrives in building relationships and driving customer success.
Overview
25
25
years of professional experience
Work History
Director, Order Management
8x8 Inc
Campbell, CA
09.2019 - 04.2023
- Managed team of 4 in Order Management, focusing on transition and “best in class” transformation of systems and processes, through key process indicators (KPIs), projects and continuous improvement initiatives
- Designed and implemented new help desk for Order Management issues through “FreshService”; developed metrics to set baseline and run projects to drive down recurring issues; 5-10% decrease in inquiries quarter to quarter
- Partnered with Procurement and Logistics team to redesign RMA and Advanced Replacement process, resulting in reduction of 500K annually in warehouse and equipment management
- Rewrote and streamlined KB articles, OM processes, training documentation. Trained cross functional teams to standardize procedures and drive resolution time down by 20%.
Individual Consultant
Self-employeed
San Jose, CA
2018 - 2019
- Consulted in businesses concerning process architecture, business development and transformation.
Senior Manager, Continuous Improvement
NetApp
Sunnyvale, CA
2013 - 2017
- Managed team of 5 with enlarged scope of focus in Global Business Methods organization, including WW Order Management, WW Collections, WW Invoicing, and Procure to Pay, driving change management through process design and enhancement
- Oversaw following: understanding RPA needs and developing suggested methods of implementation; designing automated solutions to existing business processes; coordination with RPA developer and IT/business teams to facilitate design and integration of business needs; wrote corresponding documents required for training and implementation
- Provided governance management of contractual role between third party service supplier and internal business teams; managing monthly payments, Purchase Order (PO) procurement requirements, driving annual SOC audit and process realignment to meet contract agreements; run quarterly QBRs between 3rd party provider and exec staff
- Senior team member on Finance Documentation Project, which involved documentation and risk/maturity assessments of global finance processes to standardize team processes. Achieved global standardization of billing, collections, OM.
- Redesigned Oracle Enhancement Request Process for GBS division; decreased requirement for multiple status meetings by creating self-service dashboard, driving down request to implementation time by 10%
Senior Manager, Order Management
NetApp
2011 - 2013
- Directed team of 6 individuals focused on Continuous Improvement methodologies within Global Quote to Invoice team
- Core team member on global business transformation program involving business process architecture design, systems enablement and organization readiness spanning end-to-end Quote to Invoice process
- Drove change on global B2B / distribution requirements, conducted global training in changing business practices, and customer coaching through new processes (Received “Breaking Glass” Award for work in this project)
- Developed projects that increased B2B submission (automatic versus manual) by 18%, decreased order processing time and increased customer experience (Received NetApp TCE [total customer experience] Award for this project)
- Promoted and managed movement of Order Management team from US to India; designed year-long transition process and training, including onsite business transformation in India; drove financial change in operational costs, saving NetApp nearly 1M in overall order processing costs
Manager, OM Help Desk
NetApp
2008 - 2011
- Scaled “Sales Order Support (SOS)” help desk from two-person centralized team to global, 15 member team, including onsite training and mentoring of all team members, and writing Standard Operating Procedures (SOPs) for team publication
- Developed projects that drove Service Level Agreement (SLA) achievement up from 60% to 92%; driving down repetitive inquiries to OM by 12%
Senior Order Management Specialist
NetApp
2004 - 2008
- Handled global accounts specializing in B2B distribution business
- Managed customer relations between NetApp and DistributionB2B customers
- Achieved NetApp Awards – Excellence in Customer Support, Q3 of 2007
OM, Various Roles
SGI
1995 - 2004
Education
MA - English Literature
San Jose State University
San Jose, CA12.1998
BA - English
University of California, Irvine
Irvine, CA03.1995
Skills
- Continuous Improvement
- Mentorship & Leadership
- Lean Six Sigma methodologies
- Business / Process Architecture
- ASC 606 practices
- Quote to Cash Operations
- RPA development
- Analytics
- Documentation & Training
- Customer Service
Timeline
Director, Order Management
8x8 Inc
09.2019 - 04.2023
Individual Consultant
Self-employeed
2018 - 2019
Senior Manager, Continuous Improvement
NetApp
2013 - 2017
Senior Manager, Order Management
NetApp
2011 - 2013
Manager, OM Help Desk
NetApp
2008 - 2011
Senior Order Management Specialist
NetApp
2004 - 2008
OM, Various Roles
SGI
1995 - 2004
MA - English Literature
San Jose State University
BA - English
University of California, Irvine
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