Ginny Henderson Wathen

About Ginny Henderson Wathen

I am a driven Executive with 20 years of experience working with IT teams, business units, and customers to facilitate optimal business operations and sustainable growth through adoption of innovative technology solutions and proactive resolution of critical application and system incidents. I am proud of my accomplishments in building strong customer relationships, providing exceptional customer service, defining KPIs, and instituting improvements in SOPs, incident management processes, policies, and escalation procedures to maximize efficiency and effectiveness of global incident response.Specialties: Cross-functional Team Leadership Incident Management Technical Project Management Customer Success SLA Compliance & Improvement Staff & User Training Client/Account Management Global Supply Chain Operations Management Supply Chain Visibility International Logistics Shipment Planning & Supply Chain Technology Data Integrity & Testing System Application Design, Development & Deployment Application Use Training Salesforce EDI Integration XML & Microsoft Office Excel, Word & PowerPoint

Experience

1. Director of Customer Success

   Infor

   Feb 2014 — Present

   Promoted to a Director role to drive customer adoption of company technology solutions, and increase supply chain visibility and velocity, while reducing costs and risks for global customers. Lead a global team of 8 direct and indirect reports to serve as effective first point of contact on incident management. Own escalation of production issues and introduce improvements to promote a better incident response, faster resolution, and proactive communication. Define KPIs and SOPs to track initial case response, RCA, and % of case resolution compliance to contractual targets. Create monthly reports on platform and integration uptime and update diverse internal teams and senior leadership. Spearheaded a major restructuring of the global support organization by establishing a more streamlined and effective case management process which resulted in 40% reduction of cases handled by the Customer Success Managers, while improving customers initial case response and resolution rates. Improved initial case response SLA compliance from 70% to 90%, by enhancing case management system to accurately calculate compliance, and creating SOP’s documenting best practices to guide global support teams on handling premier accounts. Partnered with the Professional Services Team to plan for new customer onboarding, transition & support. Built a transition toolset, plan & checklist to drive a seamless transition from solution implementation to support. Maximized customer engagement with the support team by creating a customer orientation on how to reach support, support levels, escalations channels, and SLAs. Led quarterly business reviews with Logistic Service Providers (LSPs) to track and document system operations per KPIs. Presented metrics on case trends, performance uptime, production incidents, updates on continuous improvements implemented during last quarter, and proposals for new initiatives.

Education

• Virginia Tech

  Bachelor's degree

  1993 — 1997

Skills

• Freight
• Logistics Management
• Warehouse Operations
• Third-Party Logistics (3pl)
• Cross-Functional Team Leadership
• Logistics
• Vendor Management
• Air Freight
• Operations Management
• Process Improvement
• Business Process Improvement
• Edi
• Supply Chain Management
• Container
• 3pl
• International Logistics
• Shipping
• Customer Engagement
• Ocean
• Transportation Management
• Supply Chain
• Negotiation
• Freight Forwarding
• Supply Chain Optimization
• Management
• Transportation
• Warehousing