Lindsay Holton
Pittsboro,NC
Summary
Accomplished leader in customer service operations, overseeing key departments and driving collaboration. Implements innovative solutions to streamline workflows and improve vendor compliance. Engages directly with customers to identify enhancements in service delivery throughout the customer journey.
Overview
19
19
years of professional experience
Work History
Customer Service Leader
Coty Inc.
Sanford, North Carolina
01.2017 - Current
- Lead and oversee five key departments: Customer Service, Master Data and Global Data Sync, Regional Delivery Management and Global Deployment, eCommerce Customer Team, and Vendor Compliance.
- Engage directly with key customers to identify opportunities for improved service delivery and operational efficiency across the customer journey.
- Direct all brand integrations and divestitures impacting customer service functions, ensuring seamless transitions and alignment with corporate standards.
- Provide strategic leadership for cross-functional projects that influence customer service operations, enhancing process efficiency and service quality.
- Develop, implement, and analyze automated tools to increase operational efficiency, accuracy, and team productivity.
- Partner with internal departments to drive cost savings and process improvements within vendor compliance programs.
- Deliver real-time performance dashboards and analytics, comparing customer scorecards against corporate goals to drive informed decision-making and continuous improvement.
Manager, Customer Service
Coty Inc.
01.2011 - 01.2017
- Ensured internal and external customers received superior customer experience through proactive service initiatives.
- Lead monthly customer sales calls and attend all customer alliance meetings.
- Periodic review of department procedures to drive service improvements and develop best practices.
- Collaborated with cross-functional departments on multiple projects to ensure alignment and efficiency.
- Acted as liaison between sales and new account setup teams, participating in testing to streamline onboarding processes.
- Utilize Compass and BI reporting to analyze OTIF while developing key action plans to minimize compliance.
- Collaborated with corporate IT to resolve system issues, enhancing ERP systems for improved operational results.
Subject Matter Expert, Customer Service
Coty Inc.
01.2008 - 01.2011
- Lead customer service improvement initiatives.
- Led departmental process review sessions to evaluate and enhance operational practices.
- Identified improvement areas in SAP order processing to enhance accuracy and efficiency.
- Collaborated with Vendor Compliance team to initiate practice changes that aligned internal and external scorecards.
- Collaborated with multiple departments on existing system updates and modifications.
Education
BS - Graphic Design/Marketing
WEST LIBERTY UNIVERSITY
01-2000
Skills
- Order-to-cash management
- Customer relationship management
- Vendor compliance
- Project Management
- ERP systems
- Data Analysis
- Power BI
- Excel
- EDI
- Operational Performance Analysis
- Cross-functional collaboration
- Leadership
- Team building
- Effective Communication
- Collaboration
Timeline
Customer Service Leader
Coty Inc.
01.2017 - Current
Manager, Customer Service
Coty Inc.
01.2011 - 01.2017
Subject Matter Expert, Customer Service
Coty Inc.
01.2008 - 01.2011
BS - Graphic Design/Marketing
WEST LIBERTY UNIVERSITY