Erin Hollinden
Lagrange,KY
Summary
Dynamic Subject Matter Expert at Chevron Products Company with a proven track record in training and mentoring teams. Leveraged strong analytical skills to optimize pricing structures across multiple regions, enhancing customer satisfaction and team productivity. Committed to continuous improvement and strategic thinking, delivering high-quality results on complex projects.
Overview
18
18
years of professional experience
Work History
Subject Matter Expert, Americas Lubricant Pricing
Chevron Products Company
10.2011 - Current
- Promoted to Subject Matter Expert supporting the Americas Pricing Team in Jan 2021.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction. Hosted daily touchpoints with junior team members to answer questions and provide refresher training.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Installed, configured, and monitored new system features based on user needs.
- Elevated company's market position with strategic insights, leading to adoption of pioneering technologies.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
- Boosted team morale and productivity through effective leadership and clear communication.
- Optimized resource allocation, ensuring projects were completed within budget and scope.
- Led cross-functional teams to deliver projects within tight deadlines, maintaining keen focus on quality.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
- Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Participated in project teams utilizing agile and digital project management tools along with various functional teams to investigate and implement new service center technology.
- Acted as a resource on process improvement efforts. Worked individually and with groups to achieve overall improvement and process standardization in order to cash (OTC) process.
- Led process and customer engagement investigations to implement sustainable solutions.
- Performed trend based quality assessments and coaching for a group of 8 colleagues in various countries.
- Collaborated with internal stakeholders and leadership to create sustainable workflows and process simplifications.
- Analyzed complex customer scenarios to determine a resolution that is in the spirit of customer driven partnership.
- Managed all pricing structures across the US, Canada, Mexico, Colombia, El Salvador.
- Maintained a working knowledge of customer profiles in pursuit of "value added" account management.
- Ongoing focus on streamlining administrative requirements for our internal and external colleagues.
- Led all SAP testing efforts to successfully execute a new e-commerce online ordering platform. Throughout this project, I collaborated with Sales, IT, functional teams while focusing on the desired customer experience.
- Created daily SAP BI AO reports to analyze complex customer data.
- Created daily Salesforce Analytics report and dashboards to monitor trends and evaluate customer behavior.
- The go to person to support our Sales Team providing insight and advise regarding pricing strategies.
- Managed consumer, industrial, automotive installed, consumer products and OEM dealer SAP EDI orders to ensure OTIF requirements were met.
- Monitor discount programs and recommended actions to Sales Managers based on data analysis on customer pricing, profitability, ROI, NOI, pocket margin and overall profitability.
- Took on an additional role as a pricing advocate to provide a quality assurance review for all deferred marketing proposals.
Disability Claims Adjudicator
Commonwealth of Kentucky
06.2010 - 10.2011
- Continuously improved personal performance by participating in professional development opportunities relating to disability claims assessment.
- Evaluated disability claims for accuracy, reducing errors and ensuring proper benefit allocation.
- Provided exceptional customer service, addressing claimant concerns and guiding them through the process.
- Increased overall team productivity by sharing best practices and offering constructive feedback to colleagues.
- Participated in regular audits to ensure consistent adherence to established policies and procedures.
- Responded to telephone and written inquiries from clients, insurance carriers, claimants, attorneys, repair shops, appraisers, physical damage experts and physicians within statutory requirements.
- Maintained up-to-date knowledge of relevant regulations, ensuring compliance in all adjudication tasks.
- Expedited complex cases by collaborating closely with legal teams and expert witnesses when necessary.
- Conducted thorough investigations to confirm validity of claims, minimizing instances of fraud.
- Collaborated with medical professionals to gather crucial information for accurate claim assessments.
- Reviewed medical records meticulously for accurate interpretation of claimants'' functional abilities and limitations.
Consultant
Clinique Cosmetics
06.2009 - 10.2011
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Met and surpassed daily, weekly sales goals.
- created outsourcing events to introduce new products.
Management Trainee
Enterprise Rent-A-Car
03.2007 - 06.2009
- Improved management skills by participating in rigorous training programs and workshops.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Handled day-to-day customer or client questions via telephone or email.
- Assisted with onboarding of new employees by providing training and development resources.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
Education
Bachelor of Arts - Political Science
Georgetown College
Georgetown, KY05-2005
Skills
- Training and mentoring
- Strong analytical skills
- Customer experience focus
- Teamwork and collaboration
- Time management
- Strategic thinking
- Attention to detail
- Excellent communication
- Analytical thinking
- Process improvement
- Organizational skills
- Data analysis
Excellent in Microsoft Excel
Over 20 years of experience using Microsoft Excel including: keyboard short-cuts to reduce ergonomic risk, pivot tables, charts, complex formulas, and power query. I have conducted over 10 Excel training courses throughout my professional career.
References furnished upon request
Timeline
Subject Matter Expert, Americas Lubricant Pricing
Chevron Products Company
10.2011 - Current
Disability Claims Adjudicator
Commonwealth of Kentucky
06.2010 - 10.2011
Consultant
Clinique Cosmetics
06.2009 - 10.2011
Management Trainee
Enterprise Rent-A-Car
03.2007 - 06.2009
Bachelor of Arts - Political Science
Georgetown College
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