ERP SAP R/3
GEORGIA Harrison
Operations | Program | Project Manager
Boca Raton,FL
Summary
Results oriented, data-driven Operations and Project Management professional with an aptitude to understand system communications and interdependencies. Adept at exceeding key performance indicators and revenue recognition targets by streamlining processes through automation. Strong business acumen due to tenures in the operations, logistics & supply chain management, financial service and compliance industries. An exceptional individual contributor, and team player. Transformational and adaptable leader with experience overseeing employees across different geographical locations and time zones. Excel at building and maintaining cross functional alignment between departments. Track record of providing lean strategies, brand management, and channel management, with a passion for growing businesses and employees.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Plan Sponsor Associate
Mutual Of America
Boca Raton, FL
01.2022 - Current
- Assists regional CRMs with provision of materials and reports, such as Nondiscrimination Test results, 5500 Filings, Audit Packages, and selection samples supporting data.
- Created reporting using Salesforce and Microsoft Excel to assist Plan Sponsor Support department with weekly and monthly performance tracking.
- Tracks and maintain, via Microsoft Excel, Participant enrollments, beneficiary designations and other data change requests received for processing in OMNI
- Performs research to address client Auditors and CRMs inquiries and requests using SponsorConnect, OnBase, OnDemand, SFDC, DVW, OWS, and FT Williams.
- Manages regional Billing Logs to resolve discrepancies and ensure timely execution of participant and employer requests.
- Collaborates with various internal departments to complete business related responsibilities.
- Carries out day-to-day duties accurately and efficiently.
Global Program Manager
CITRIX
Ft. Lauderdale, FL
04.2015 - 10.2020
- Planned, directed, and coordinated activities for global departmental technology projects of high complexity to ensure that objectives are accomplished within prescribed time, cost, quality parameters, and business objectives
- Managed global resources to develop and execute strategic project plans while working closely with stakeholders to communicate project status, activities, hours, and budget tracking
- Identified and tracked issues and managed the mitigation of project risks
- Managed concurrent medium sized development projects ($ 300k+) and large sized development projects ($500k + budget) from inception to successful implementation, including post-implementation support
- Lead the implementation of Zuora's RevPro revenue recognition management software. Shifting Citrix out of conducting revenue recognition in SAP and aligning with industry standard practices
- Developed high-level milestone plans using goals and objectives of the program, business processes, applicable historical information, and other available resources to align program with expectations of sponsors and stakeholders
- Addressed program issues by identifying and selecting course of action by considering program constraints and objectives to enable continued program progress
- Executed program plans (quality, risk, communication, staffing) by using the tools identified in the planning phase and by auditing the results of their use to align the program outcomes with stakeholder expectations and standards
- Conducted kick-off meetings with all key stakeholders to announce the start of the project and review the overall project plan and gain consensus.
- Collaborated with developers and business units to assess program capabilities, features and testing demands.
- Engaged with customers, partners and constituent groups to create positive, trusting and professional relationships.
Manager, Order Services
CITRIX
Ft. Lauderdale, FL
01.2013 - 04.2015
- Managed a national team of 4-7 FTE (18 indirect) in conjunction with a global shared services team through the full order life cycle, client and customer satisfaction, and overall business effectiveness in delivery of purchased products
- Oversaw the identification and implementation of order administration process improvements, and the coordination of order management and fulfillment processes to assure "top-tier" customer service
- Guided teams through the resolution of escalations and the ongoing relationships between cross-functional departments, other internal parties, and external partners to facilitate and resolve order booking, revenue recognition, fulfillment, and billing issues
- Maintained and managed all cross-department customer relationships
- Drove the successful automation of 98.6% of order processing via EDI (Straight Through Processing) thereby improving efficiencies and allowing for better resource allocation
- Lead the Implementation of Sales & Opportunity (S&OP) liaison between SCM & Sales which resulted in increased quality output to 97.9% (from 88%)
- Ensured SOX approved procedures are followed, and audit items are addressed across GEO specific functional areas. Resulting in zero audit failures quarterly
- Managed and tracked expenses against the assigned/allotted GEO budget per quarter
- Awarded 2015 President's Club MVP in recognition for collaboration with Sales Teams.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
Lead Order Management Analyst
CITRIX
Ft. Lauderdale, FL
06.2011 - 01.2013
- Oversaw an east/west coast team of 7-10 FTE through the full order life cycle, client and customer satisfaction, and overall business effectiveness in delivery of purchased products
- Managed quality control responsibilities of summary information from contractual agreements to in-house customer relations management systems as well as the back-end logistics for revenue recognition reporting and audit
- Lead the implementation of Shared Service operations throughout North America, India, Australia, and Japan. Resulting in 23% operating cost reduction
- Improved overall order accuracy manual processing rating from 98% in Q2'2012 to 99.68% in Q4'2013 through coaching, analytics, and standardizing processes
- Exceeded Hardware fulfillment SLAs quarter over quarter. Maintained 99.7% on time fulfillment
- Created business requirement documents, conducted User Acceptance Testing (UAT) and System Integration Testing (SIT) on projects related to system enhancements for Supply Chain Management process optimization. Initial phases resulted in 4% cost savings quarterly for the business
- Simultaneously worked as project lead on system enhancement projects for Credit & Collections, Finance and Fulfillment Teams
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
Sr. Order Management Associate
CITRIX
Ft. Lauderdale, FL
03.2009 - 06.2011
- Responsible for processing a variety of standard and mid-complexity Citrix order types and ensuring these orders flow through the entire order processing lifecycle
- Reviewed and analyzed contracts for customers' terms and conditions as they apply to contract types and discounts, length of contract, and affiliate agreements to ensure orders are processed correctly
- Contributed to team's increased and maintained accuracy rate of 98%
- Increased Citrix Order Submission System utilization from 82% to 97% within 60 days
- Trained and maintained point-of-contact for world-wide Partners on utilization of new systems and centralized tools/resources geared directly to their business efforts.
- Oversaw training and onboarding process for all newly hired employees.
- Prepared and charted data and metrics for detailed status reports.
- Produced detailed and relevant reports for use in making business decisions.
Processing Manager
PEACHTREE FINANCIAL
Boynton Beach, FL
03.2007 - 01.2009
- Managed a team of 16 FTE employees that had the responsibility of ensuring timely closing of Pre-Settlement transactions by reviewing settlement contract, prepare closing documents and meeting with in-house attorneys for payout
- Monitored daily funding allocations to ensure proper credit to claimants
- Reviewed all contracts prepared by the team for accuracy and compliance prior to submission
- Managed daily funding of claimants to ensure accuracy before submission to accounting
- Ran and distributed daily, weekly, and monthly departmental funding reports and ad-hoc reports related to claimant statuses, funding and departmental goal data
- Identified, researched, and resolved discrepancies through interfacing with other functional areas
- Ensured overall integrity and accuracy of databases
- Processed pay-off requests from attorneys and other funding companies
- Implemented the “Processor of The Month” program to motivate and recognize achievements
- Reduced team error percentage from 75% to 5% within 2 months of promotion.
- Evaluated and assessed employee performance to meet production and data targets.
Education
MBA - Legal Compliance Management
Florida Atlantic University
Boca Raton, FL 08.2007 - 12.2009
Bachelor of Science - International Business
Lynn University
Boca Raton, FL 08.2003 - 05.2005
Skills
Agile Project Management
Backlog Management
Budget & Expense Management
Change Management
Customer Engagement
Eight Disciplines (8D) Methodology
Project Governance
System Integration Testing (SIT)
Training and Development
Business Analytics
Lean Six Sigma Methodology
User Acceptance Testing (UAT)
Cultural Awareness
Teamwork and Collaboration
Sarbanes Oxley Compliance
Software
Electronic Data Interchange (EDI)
Salesforce
SharePoint
Infor Birst
Zuora RevPro
Microsoft Office Suite
Microsoft Project
Microsoft Visio
Siebel CRM
Oracle Hyperion
Apttus
Timeline
Plan Sponsor Associate
Mutual Of America
01.2022 - Current
Global Program Manager
CITRIX
04.2015 - 10.2020
Manager, Order Services
CITRIX
01.2013 - 04.2015
Lead Order Management Analyst
CITRIX
06.2011 - 01.2013
Sr. Order Management Associate
CITRIX
03.2009 - 06.2011
MBA - Legal Compliance Management
Florida Atlantic University
08.2007 - 12.2009
Processing Manager
PEACHTREE FINANCIAL
03.2007 - 01.2009
Bachelor of Science - International Business
Lynn University
08.2003 - 05.2005