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Mónica Rodrigues
Fulfilment Manager Leading Order-to-cash Strategy & Licensing Operations @OpenText
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WORK HISTORY
Fulfilment Manager Leading Order-to-cash Strategy & Licensing Operations @OpenText
Cork, IE
As Fulfillment Manager, I lead a high-performing team executing an Order-to-Cash strategy focused on exceptional customer experience and operational excellence. Recently, I expanded my role to oversee a team of 10+ specialists managing licensing operations across OpenText and Micro Focus, including administration and escalations.*Managing licensing operations in EMEA, meeting diverse customer needs with timely, precise fulfillment. Oversee escalations and technical issues, ensuring smooth operations aligned with business goals.*Spearhead workflow improvements and implement impactful solutions, achieving notable gains in processing speed and accuracy to elevate customer satisfaction.*Expertly use JIRA, Salesforce, SAP, ServiceNow, ITSM, SMAX, and SLD, among others, for managing requests and escalations, consistently exceeding satisfaction targets during critical Month and Quarter-End cycles.*Act as primary EMEA liaison for SAAS and cloud provisioning, collaborating with Cloud Dev, Operations, Sales, and Product Management to streamline high-value deliveries and enhance service agility.*Engaging with stakeholders to drive process enhancements, fostering a culture of continuous improvement and interdepartmental collaboration that boosts operational efficiency.*Coordinate with Sales, Consultants, and Technical Support teams to ensure accurate, timely order staging and delivery.*Lead structured training, process adherence, and performance initiatives, fostering a high-engagement, positive team culture that has improved retention.*Conduct \"Show & Tell\" and enablement sessions to share team responsibilities and best practices, enhancing transparency across departments.*Represent the team in local and international meetings, ensuring alignment with organizational goals and reinforcing operational excellence.
EDUCATION
Griffith College Cork
Business Management
Edival Portugal (INTERNSHIP IN WORKPLACE for GTI)
Internship
GTI - Gabinete de Técnico de Apoio ao Investimento
Technical Certificate
ABOUT MÓNICA RODRIGUES
Experienced in leading high-performing teams, optimizing fulfilment & licensing processes, and driving operational efficiency. Passionate about streamlining workflows, enhancing customer experience, and scaling operations for growth. Open to management / senior management opportunities. Hybrid and Remote roles welcome.
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