Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Heather Woods

Summary

Highly motivated team player who makes a positive impact. Works diligently towards improving business processes & increasing efficiencies. Excellent attention to detail with a dedication to continuous improvement. Substantial knowledge of SAP & back-office capabilities from 20+ years of dedicated experience. Can do attitude with willingness to go above & beyond to provide the best possible customer experience.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Asset Planning & Inventory Control Leader

PerkinElmer, INC.
05.2021 - 09.2024
  • Subject matter expert on inventories and data management processes and procedures.
  • Project Manager for all customer inventories held in North America and some locations in Europe.
  • Coordinated and led all inventory teams for each project.
  • Managed vendor partnerships for RFID labels and scanners, ensuring timely delivery and discounts.
  • Processed inventory data in excel for standardization & accuracy before loading into SAP and customer portals.
  • Created training manuals for all inventory and data management functions.
  • Trained members of the organization globally in standard processes for conducting a wide array of business tasks.
  • Implemented features to enhance proprietary software to improve inventory and RFID scanning efficiencies.
  • Managed a team of Data Analysts overseeing the standardization of instrument makes, models and descriptions.
  • Monitored and improved data accuracy for large enterprise customers, achieving 98% accuracy across 8 key metrics.

Project Manager

PerkinElmer, INC
03.2018 - 05.2021
  • Managed program implementations with new enterprise customers.
  • Data Management subject matter expert for customer implementations across North America.
  • Led projects to improve how data is collected and maintained for quality and accuracy at global customer accounts.
  • Resolve problem tickets in ZOHO Desk regarding issues in ServiceMax for our internal customers.
  • Led a project to create efficiencies with the service order scheduling mechanic in ServiceMax.
  • Business partner with our internal & external customers.
  • Data Accuracy project led under vice president of service resulted in the creation of the Asset Inventory team.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Identified plans and resources required to meet project goals and objectives.

Program Management Specialist

PerkinElmer, INC
02.2016 - 03.2018
  • Managed asset management program implementations at new customer sites.
  • Conducted lab equipment inventory and coordinated data management.
  • Conducted thorough evaluations of program performance, identifying areas for improvement and implementing necessary changes.
  • Maintained productive communications with corporate management and customer representatives.
  • Provided ongoing support, improved daily operations, and trained staff on global inventory and asset management processes.
  • Quarterly business review (QBR) meetings held with customer to go over the status of the account.
  • Created presentations and performed metrics reviews for the customer business meetings.

Americas OneSource Contracts Leader

PerkinElmer, INC
04.2012 - 02.2016
  • Subject matter expert on OneSource contract processes and procedures.
  • Worked closely with both the SAP & CRM development teams to create new & enhance existing functionality & reporting for both systems to meet the needs of our customers.
  • Provided global training and support for Service Contracts processes and procedures.
  • Oversaw day-to-day activities of six employees in the contracts group, fostering inspiring atmosphere to optimize employee experiences.
  • Led process improvements and contributed to continuous enhancements for all accounts.
  • Developed best practices and ISO-standardized process documents for global contracts.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Collaborated with cross-functional teams to improve efficiency.
  • Conducted CRM and SAP quality testing before release.
  • Partnered with the PMO and field leaders to drive contract renewals.
  • Trained internal teams on best practices.
  • Suggested & implemented the process for entering project-based business into SAP for OneSource contracts.
  • Guided junior team members in best practices for contract administration tasks such as filing system maintenance, data entry accuracy checks, and status report generation.
  • Enhanced team efficiency with thorough training sessions on contract creation and data management techniques.

Americas OneSource Contracts Coordinator

PerkinElmer, INC
04.2007 - 04.2012
  • Developed, presented, and booked contracts for OneSource customers.
  • Maintained an accurate equipment database.
  • Prioritized tasks to meet customer needs efficiently.
  • Provided solutions to deliver excellent service to internal and external customers.
  • Managed new account setup, customer changes, and all invoicing processes.
  • Spearheaded initiatives to automate repetitive contract administration tasks, freeing up time for more strategic activities and enhancing team productivity.
  • Drafted, reviewed and revised contracts for accuracy and completeness.
  • Monitored incoming contracts and service agreements for correct pricing and information.

Customer Response Center Team Leader

PerkinElmer, INC
04.2006 - 04.2007
  • Ongoing research & implementation of process improvements.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Work closely with various teams to provide the best possible service to internal & external customers.
  • Created ISO documentation for service processes.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Customer Response Center Representative

PerkinElmer, INC
09.2003 - 04.2006
  • Create service tickets in SAP for customers & manage engineer's schedules.
  • Place consumable orders for customers.
  • Research & resolve customer issues.
  • Provide invoices & reports to customers upon request.
  • Schedule installation of new instruments.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.

Education

Associate of Science - General Studies

Naugatuck Valley Community College
Waterbury, CT
05-2014

Skills

  • Proficient in Microsoft Office Suite
  • Skilled in Smartsheet management
  • Experienced with ServiceMax software
  • SAP application expertise
  • Experienced with ZOHO applications
  • Experience with Lotus Notes
  • Experienced in document management with Adobe Acrobat Professional
  • Experienced in Adobe Photoshop
  • SharePoint administration

Certification

  • Six Sigma Yellow Belt
  • Health Unit Coordinator

Timeline

Asset Planning & Inventory Control Leader

PerkinElmer, INC.
05.2021 - 09.2024

Project Manager

PerkinElmer, INC
03.2018 - 05.2021

Program Management Specialist

PerkinElmer, INC
02.2016 - 03.2018

Americas OneSource Contracts Leader

PerkinElmer, INC
04.2012 - 02.2016

Americas OneSource Contracts Coordinator

PerkinElmer, INC
04.2007 - 04.2012

Customer Response Center Team Leader

PerkinElmer, INC
04.2006 - 04.2007

Customer Response Center Representative

PerkinElmer, INC
09.2003 - 04.2006

Associate of Science - General Studies

Naugatuck Valley Community College