Debbie Lambert
Kernersville,NC
Summary
- Business management professional with 28 years of experience in cross-functional, collaborative, results-driven project planning and management.
- Adept at developing and implementing change management strategies that maximize adoption while minimizing impact and resistance.
- Excellent individual and team development skills highlighted by exceptional positive attrition rate throughout the organization.
Overview
28
28
years of professional experience
Work History
Pepsi Equipment Services (PES) Supply Chain Sr Manager – Service
PepsiCo
Winston-Salem, NC
01.2020 - Current
- Established cross-functional CORE team to provide single-touchpoint customer issue resolution
- Lead a dynamic service network of 130+ professionals focused on delivering exemplary service through 2.5MM customer interactions annually to service 25M equipment models
- Supported the delivery against the 2023 cost plan of $19.5MM with 1.3% favorability
- Created coordinated programs encompassing call center, field support, and service locations to proactively identify missed income or service opportunities, analyze root cause, and adapt operating procedures
- Modified service area routing process for all service locations to consistently improve customer response times year over year increasing National income
- Constructed centralized PM process to condense multiple team workflows to a one touchpoint
- Identified and mitigated redundancies in VRU call flows to reduce call wait times and improve customer serviceability
- Partnered with IT, project, and service teams to migrate to Salesforce Field Service Management tool to drive efficiency with AI technology, boost productivity, and optimize dispatch and scheduling
- Piloted inaugural Analytical Forum, bringing together cross-functional teams focused on scorecard enhancement, expanding reporting capabilities, and constructing dashboards for easy performance tracking against measures that make the difference
- Managed PES post-covid return-to-office project focused on building refresh and developing programs, policies, and procedures to support employees working both in the building and at home in our new hybrid business model
- Developed strategic alliances with MEM Field Directors, National Account Management, MEM’s and MES’s through period calls, planning sessions, and work-withs to develop mutual goals
- Leveraged collaborative strategies to ensure software and process changes meet goals and expectations of the Contact Center our external field teams, and our customers
- Collaborated with HR and SLT to implement handbook changes focused on increasing flexibility and inclusive culture while maintaining accountability
- Coordinated Genesys Cloud conversion, unlocking new voice, email capabilities to better service our agents, field partners and customers
- Support and partner with our Culture and Inclusion team to continue the culture-rich environment for all employees.
Pepsi Equipment Services (PES) Supply Chain Ops Sr Resource
PepsiCo
Winston-Salem, NC
01.2019 - 01.2020
- Partnered with contact center and field service teams to improve and sustain field and PES compliance of processes, practices, and procedures
- Developed control processes to ensure PES operates in accordance with PepsiCo Global Control Standards
- Identified repetitive process and system issues for multiple systems and collaborated with other teams to implement process and technology changes to close gaps
- Created and led project plans that drove internal and external process change through workflow analysis, process enhancements, and technology improvements
- Served as liaison between business operations and information systems for system enhancement requirements, design, development, testing, and implementation
- Drove organizational efficiency by identifying opportunities for process automation, introduction of new technologies, and streamlining efforts
- Constructed intake tools to prioritize work and provide realistic expectations on completion
- Supported the development and delivery of end-user documentation and training materials as required for new functionality and processes.
Pepsi Equipment Services (PES) Supply Chain MEM Supervisor – Training & Quality
PepsiCo
Winston-Salem, NC
01.2017 - 01.2018
- Training: Led the development, design, and delivery of PepsiCo Equipment Services training to new hire and tenured employees
- Partnered with PES team leaders to identify and identify employee development gaps and implement comprehensive training to enhance performance
- Managed multiple new hire classes of 20-30 employees through new hire probationary period, training, and onboarding processes
- Analyzed and implemented new tools and applications to strengthen the training platform locally and across other areas of the business
- Quality Assurance: Managed and upgraded Qfiniti telephony monitoring system through new functionality and revamped quality audit processes
- Enhanced monitor and audit processes for SAP, CETS, and Click Service Dispatch Software
- Synthesized ongoing performance data and optimized process /training touchpoints to drive overall business improvements
- Identified deviations from established processes and procedures and developed coaching/training sessions to drive adoption of expected behaviors.
Pepsi Equipment Services (PES) Supply Chain Associate MEM Supervisor
PepsiCo
Winston-Salem, NC
01.2016 - 01.2017
- Responsible for dispatching operations for all Local and National Accounts, Foodservice, Retail and QTGNI customer equipment
- Established and nurtured field, independent bottler, and customer relationships
- Managed team schedule to match business requirements, including nights, weekends, and Holidays
- Maintained various operational systems and controls to ensure orders are dispatched correctly
- Developed reporting as needed using Business Objects and Microsoft Excel to ensure
- Identified system CETS and Click software system enhancements to improve logistical routing for field-based technicians
- Managed Escalation team responsible for expediting service to customers.
Pepsi Direct Sales District Leader
Pepsi Direct
Winston-Salem, NC
01.1996 - 01.2016
- Lead a team of Inbound/Outbound agents processing sales orders for customers.
Business Application Analyst
Pepsi Direct
Winston-Salem, NC
- Performed root cause analysis on reported defects or issues within the production environment.
- Managed projects from inception through completion while ensuring deadlines are met.
- Managed application data through data ownership, data quality and governance.
Skills
- Strategic Planning
- Partnership Development
- Talent Development
- Organizational Improvement
- Data-Driven Decision-Making
- Corporate Communications
- Cross-Functional Collaboration
- Budget Administration
Timeline
Pepsi Equipment Services (PES) Supply Chain Sr Manager – Service
PepsiCo
01.2020 - Current
Pepsi Equipment Services (PES) Supply Chain Ops Sr Resource
PepsiCo
01.2019 - 01.2020
Pepsi Equipment Services (PES) Supply Chain MEM Supervisor – Training & Quality
PepsiCo
01.2017 - 01.2018
Pepsi Equipment Services (PES) Supply Chain Associate MEM Supervisor
PepsiCo
01.2016 - 01.2017
Pepsi Direct Sales District Leader
Pepsi Direct
01.1996 - 01.2016
Business Application Analyst
Pepsi Direct
Similar Profiles
Brandon DixsonBrandon Dixson
Warehouse Technician at PepsiCoWarehouse Technician at PepsiCo
Brandon MillerBrandon Miller
Warehouse Worker at PepsiCoWarehouse Worker at PepsiCo
Victoria BlackmerVictoria Blackmer
GM Sr. Lead at PepsiCoGM Sr. Lead at PepsiCo
Caleb DawsonCaleb Dawson
Equipment Operator at PepsiCoEquipment Operator at PepsiCo
Timothy TolleyTimothy Tolley
Delivery Driver at Papa Johns International Inc.Delivery Driver at Papa Johns International Inc.