Desiree Running
Saint Paul,MN
Summary
Dedicated analyst and team lead with 6 years’ experience in business service operations. Proven track record in taking on routine and complex business challenges, leading teams, and collaborating with cross-functional groups. Committed to supporting diversity, equity, and optimizing efficiencies within my organization.
Overview
6
6
years of professional experience
Work History
Lead - Operations
Black Box Network Services
10.2021 - Current
- Manage end-to-end distribution and logistics of network equipment for client led projects, servicing setup, maintenance, and decommissioning of equipment across their US branch sites.
- Work closely with a team of project managers to organize hardware distribution schedules, ensuring that all installation deadlines are met.
- Oversee a team that processes daily requests to stage, ship and reserve network equipment for multiple client accounts.
- Practice the highest quality of verbal and written customer facing communication; attending meetings with various levels of the client’s organization including higher level executives.
- Create, maintain, and present weekly reports to track and maintain inventory thresholds for various projects.
- Played a pivotal role in the development, enhancement, and documentation of business operations procedures, particularly in the context of managing client inventory without automated systems. Leveraged tools such as Excel and Smartsheet to craft and implement procedures for receiving, organizing, tracking, and deploying inventory efficiently.
Operations Subject Matter Expert
HCL Technologies
02.2019 - 10.2021
- Supported the 3M Customer Issue Resolution team in continuous delivery of quality services, enhancing internal processes and overall customer experience.
- Analyzed and identified root cause of business problems and inefficiencies; assisted with the development of process improvement plans, including providing heavy input and involvement in two Lean Six Sigma led projects.
- Created reports in Salesforce and Power BI to track and analyze KPIs ensuring monthly metrics were met.
- Created and presented a monthly metrics report to business leaders, identifying problem areas and providing resolutions to increase efficiency and meet service level agreements.
- Executed new hire onboarding and training, including supplementary training and general knowledge/question support for all analysts.
Operations Analyst
HCL Technologies
09.2017 - 02.2019
- Analyst within 3M's Customer Issue Resolution department. Provided return, credit, and dispute services to all of 3M’s US distributors.
- Consistently used root cause analysis to identify the source of the discrepancies and provide quick and accurate resolution.
- Displayed excellent organizational skills to efficiently manage cases amongst all four company divisions.
- Worked with a team to maintain a workflow of 500+ service complaints per week.
Education
High School Diploma -
Park Senior High School
Cottage Grove, MN06.2013
Skills
- Excels in analyzing and adjusting work procedures for maximum efficiency
- Displays a high level of technical literacy and capacity to learn new technical skills
- Successfully organizes and executes multiple projects at the same time
- Strong written and verbal communication skills allowing effective collaboration across departments
- Cultural sensitivity and adaptability in cross-functional team environments
SOFTWARE
- SAP
- Microsoft Excel, Word, PowerPoint, Dynamics SL
- Tableau
- Salesforce
- Smartsheet
- PeopleSoft
Timeline
Lead - Operations
Black Box Network Services
10.2021 - Current
Operations Subject Matter Expert
HCL Technologies
02.2019 - 10.2021
Operations Analyst
HCL Technologies
09.2017 - 02.2019
High School Diploma -
Park Senior High School