Jennifer Perry

• Directed a dual-site ERP implementation (Loveland, CO and Sterling, VA), ensuring all Commercial Operations deliverables were completed on time and in full compliance; executed a phased train-the-trainer rollout, mandatory hands-on readiness sessions, and interim training plans to ensure successful Syteline go-live adoption.
• Drove process standardization and sustainment by leading Commercial Operations in ERP Improvement Kaizen (Fellbach, July 2025) and developing standard work for master data governance, DoA changes, contract pricing, global CRD/PDD updates, and customer document profile management to streamline order processing.
• Led customer communication transformation by implementing a shared mailbox strategy that eliminated single points of failure and authored cross-vertical standard work, achieving 88% Customer Request Response Time KPI while processing ~72,000 email requests through October 2025.
• Navigated organization through transition from regional to global service model, maintaining KPI performance amid staffing shortages and resolving ERP/system challenges in partnership with IT to foster high-engagement, change-ready team culture focused on operational excellence.

• Increased YOY opportunistic sales funnel additions by 163% ($8.1M) and bookings by 129% ($2.3M) by designing and launching a qualified leads incentive program in partnership with executive leadership.
• Led a high-performing team of 8–16 Customer Service and Technical Support associates, driving world-class service delivery and opportunistic sales growth through structured KPI management, coaching, and performance accountability.
• Delivered substantial operational improvements through daily management and policy deployment, reducing queue time by 73% and order processing time by 44%, while improving first-pass yield by 28%, web-order linking automation by 21%, on-time delivery of order hold releases by 120%, and reducing holds applied by 38%.
• Strengthened organizational capability through development of scalable visual management tools and targeted training programs, enhancing hybrid operations and supporting ISO compliance.

• Translated Voice of Customer insights and portfolio performance data into actionable growth strategies, leveraging structured problem-solving and cross-functional collaboration to expand revenue and market share.
• Drove global growth in Municipal Drinking Water market by advancing disinfection process instrumentation portfolio through strategic initiatives, commercial planning, product launches, and demand generation programs.
• Led global vitality efforts for the CL17sc portfolio, contributing to $11.783M in 2021 revenue by aligning stakeholders and sustaining focus on annual growth targets.
• Enhanced operational efficiency across European markets by ensuring panel configuration viability, creating accurate part numbers in Agile, and implementing Microsoft Teams–based workflow tool for improved prioritization and cross-functional execution.

• Partnered with Customer Support Manager to supervise and lead daily operations for team of 14 Technical Support Specialists and Customer Service representatives.
• Owned the department’s Opportunistic Sales KPI, conducting YOY analysis and forecasting, cascading performance goals, launching SPIFF incentive programs, and delivering daily, monthly, quarterly, and annual performance updates to leadership and staff.
• Led onboarding and ongoing training in contact center operations and sales techniques (cross-sell, upsell, lead generation), performed daily quality reviews, and supported recruitment and hiring to enhance team capability and service quality.

Delivered pre- and post-sale technical support to customers via phone and email, managing order entry, order status inquiries, product selection guidance, and pre-sale qualification to ensure accurate and timely resolution.

Managed departmental opportunistic sales reporting (daily, monthly, quarterly, annual), providing performance visibility and supporting data-driven decision making.

Partnered with management to develop and implement promotional programs that increased opportunistic sales and strengthened cross-sell and upsell performance.

Monitored and communicated monthly team KPIs, coaching agents on performance gaps using structured problem-solving (PSP) to improve results.

Supported onboarding and development of new hires through order review training, phone shadowing, and peer mentoring.

Recognized as a consistent top performer across key metrics, including productivity, order accuracy, and pre-sale qualification effectiveness.

Administered and maintained the Master Army War Reserve Deployment System (AWRDS) database environment, ensuring data integrity, availability, and performance across multiple CONUS and OCONUS locations.

Performed Data Quality Evaluations (DQE) and conducted daily audits between remote OCONUS sites and the master database using iSQL scripts, proactively identifying and resolving data discrepancies.

Managed database replication, backup and recovery processes, and server performance tuning for four AWRDS servers across three locations in Iraq (Joint Base Balad, Mosul, and Tikrit), supporting high-availability operations in a distributed environment.

Executed local software installations and upgrades for AWRDS and Sybase systems, while providing remote implementation support to off-site DBAs and end users.

Developed and delivered custom database queries and reports using iSQL and Microsoft Excel to support government and civilian stakeholders with actionable operational data.

Provided technical support and user training to government personnel, civilian staff, and remote DBAs, improving system adoption, troubleshooting efficiency, and overall database reliability.