Open To Work
Denise Mitchell
Greensboro,NC
Summary
Dynamic professional with extensive experience in project management and team collaboration. Adept at analyzing business requirements and implementing solutions that improve efficiency and customer satisfaction. Committed to delivering measurable results in quality assurance and process optimization.
Overview
23
23
years of professional experience
Work History
Business Analyst - Quality Assurance
Gilbarco Veeder-Root
Greensboro, NC
10.2019 - 02.2026
- Collaborated closely with system developers to ensure all systems coding and logic implementations were accurate.
- Collaborated with the Customer Service, Engineering, Marketing, Manufacturing and Sales teams to troubleshoot any issues reported.
- Interacted with both internal customers and external customers to understand business needs and translate into requirements and project scope.
- Reviewed and assisted with the implementation of all engineering drawings to provide all attributes for new product and product offerings.
- Generated all new sales item naming conventions to be used both systematically and in sales literature.
- Collaborated with cross-functional teams to define project scope and deliverables.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed support training efforts, helping employees fully understand new model configurations and procedures.
- Interacted with both internal customers and external customers to understand business needs and translate into requirements and project scope.
- Analyzed business requirements to identify opportunities for process improvements and better user experience.
Customer Service Account Manager Supervisor
Gilbarco Veeder-Root
Greensboro, NC
06.2013 - 10.2019
- Evaluated team processes and drove cross-functional problem-solving initiatives and continuous improvement projects.
- Work with management and other Team Leads to develop new Standard Work practices and processes to drive improvements
- Ensured work is level loaded based on customer requests
- Balance order assignments especially during peak incoming order volumes
- Identify and address staff for training, coaching and mentoring needs
- Develop and implement Customer Service Management policies and procedures
- Work with various areas of the business to ensure that the customer orders are fulfilled.
- Facilitated cross-functional collaboration to enhance service delivery and customer satisfaction.
- Trained and mentored junior staff on best practices in customer service and relationship management.
- Coordinated with sales teams to align customer needs with product offerings for optimal solutions.
- Led initiatives to streamline account management workflows, increasing efficiency across the department.
Customer Service Account Manager
Gilbarco Veeder-Root
Greensboro, NC
05.2003 - 08.2013
- Managed the execution of order fulfillment for $30 - $75 million in annual revenue based on assigned accounts.
- Retained an deep understanding of Gilbarco Veeder-Root’s product offerings to assigned accounts to assist customers in purchasing the correct equipment to meet the requirements for their projects.
- Coordinated, facilitated and participated in communication between the Customer, Manufacturing, and Sales, bringing in subject matter experts from Service, Engineering and Marketing as necessary, maintaining effective communication and managing credible expectations.
- Analyzed data related to customer orders and reacted quickly to take corrective action steps to customer issues; presented feedback on service failures, logistics damage or loss, and manufacturing defects to the company to coordinate problem resolution and build strong internal teams, driving always
for customer satisfaction. - Continuously build company process knowledge and help drive improvements to company processes.
Education
Bachelor of Science - Electronics And Science Technology
North Carolina Agricultrual And Technical State University
Greensboro05-2001
Skills
- Data analysis
- Requirements gathering
- Team collaboration
- Product development
- Project management
- Quality assurance
- Customer needs assessment
- SQL proficiency
- Database management
- Business process mapping
- Stakeholder management
- Release planning
- Systems analysis
- Test case scenarios
Timeline
Business Analyst - Quality Assurance
Gilbarco Veeder-Root
10.2019 - 02.2026
Customer Service Account Manager Supervisor
Gilbarco Veeder-Root
06.2013 - 10.2019
Customer Service Account Manager
Gilbarco Veeder-Root
05.2003 - 08.2013
Bachelor of Science - Electronics And Science Technology
North Carolina Agricultrual And Technical State University