Monica A. Bowen
Bracknell, UK
Summary
Delivered operational Excellence in Global Logistics, Global Contact Center Management, Customer Care, and Customer Account Management under Sales & Marketing Group enabling customer success.
Experience
Global Contact Center Manager – Logistics Operations at Intel Corporation
** | Swindon, UK
Managed four contact center regions, ASMO, EMEA, APAC, IJKK. Contact center strategic planning, risk management, global business process alignment, case management, service level agreements and compliance, and SOW management.
- Warehouse depot collaboration and process improvement synthesis
- Complete process transformation - sign off
- Managing contact centers globally with a total of staff processing returns order management
Global Supplier Manager (ASMO) – Logistics Operations at Intel Corporation
** | Arizona, USA
Supplier Management for Costa Rica Contact Center – managing FoundEver
- Managing a team of
- ASMO GRL L team support on consistent Exceptional Performance
- % Salesforce Case Compliance
- ARIBA Purchase Order Management
Program Manager – Global Logistics - Customer Self-serve at Intel Corporation
** | Arizona, USA
Delivered the CRM Self-Serve Solution facilitating outsourcing of % of tasks
- Synergy of Program Management Work across supply chain transformation program for change management proposition for reverse logistics group
- Generated significant efficiency on returns materials authorization process on Customer Account Management
Global Customer Returns Account Manager – Global Logistics at Intel Corporation
** | Arizona, USA
Customer account management – managed Intel Distributors and OEM customers for various Return Material Authorization categories
- Converted manual submissions to Electronic Service Request (ESR)
- Quarterly Business Review for key accounts, including Apple, Alphabet, Dell, Arrow, ASI, Ingram, TD Synnex
- Lean Six Sigma Application: Lean Leadership Team - Continuous Improvement Initiatives
Project Management Contractor at Various
Project management roles with several large corporations/ organizations across the healthcare industry, athletic and apparel corporations
- AETNA
- CVS Caremark
- Kaiser Permanent
- NIKE
Education
Master of Science in Information Management
Arizona State University (W.P. Carey School of Business)
Master of Business Administration
University of Phoenix, Hawaii Campus
Master Certificate in Six Sigma – Healthcare
Villanova University
- Six Sigma Green Belt - Healthcare
- Lean Six Sigma
- Lean Six Sigma Black Belt
Skills
Tools: JIRA, ARIBA, Salesforce, SAP Other: Strategic Planning, Report Preparation and Presentation, Data Analytics, Change Management, Project Management, Lean Six Sigma, ADKAR methodology
Certifications
- Certified Supply Chain Professional - Association for Supply Chain Management
- PMP Certification - Project Management Institute
- Consortium for Service Innovation Knowledge Centered Services - Unknown