SHI International Corp.

• The purpose of the Microsoft Operations Specialist - Tier 1 is to process Microsoft orders and returns, post and maintain price lists/product availability, maintain customer agreement information, and respond to sales inquiries that pertain to Microsoft volume licensing orders
• Understand Microsoft’s ordering policies and apply them to the different Microsoft Licensing programs
• Process orders & credits for sales reps via SHI Internal systems and Microsoft portal
• Post & confirm Microsoft volume licensing price sheets to internal sites for sales reps to reference
• Create Microsoft volume licensing part numbers in SHI’s Enterprise Resource Planning (ERP) system
• Create and update customer agreements in     Customer Relationship Management (CRM) and Entitlement Management System (EMS)
• Monitor team email alias and respond to inquiries
• Provide guidance for SHI’s global sales force on Microsoft volume licensing, pricing, and processes
• Update and maintain Microsoft resources on internal sites as licensing programs change
• Maintain positive relationships with Microsoft’s Processing, Sales Account & Operational teams

Microsoft Operations Specialist

Snow Joe + Sun Joe

•	Led order operations to resolve issues to improve order lead times by 50%.
•	Processed B2B orders and responded to business concerns by utilizing reflective listening skills to 
        resolve customer concerns.
•	Demonstrated adaptability and flexibility by transitioning between multiple retailers during the high 
        seasonal time to ship out orders in time.
•	Monitored day-to-day operations, collaborating with teams across 4 departments to increase 
        operational efficiency by 40%. 
•	Responded to 20 retailers’ emails each day in a friendly and professional tone, reducing product 
        returns by 1/3 of the company average.
•	Increased sales by 30% by enhancing product listings on the retailer’s site.
•	Trained 2 employees and learned that detailed information is key to successful training.
•	Expanded shipping to US territories from US and Canada. 
•	Resolve aged or unallocated orders via upgrades, site changes, or order cancellations
•	Partnered with warehouse operations team regarding unit transfers from warehouse facilities

Account 1 Associate

Dunkin'​ Brands

Crew Member

Graduated from New Jersey City University as business management major with excitement of joining a company where I can apply my professional skills. I worked at Dunkin Donuts around four years. 

Operations management is my passion. I am dedicated to improve the operating system by find finding issues and resolving them. My goal is to help make the operating system effective and efficient.

At Snow Joe I was an order operation associate. I monitored day-to-day operations, collaborating with teams across 4 departments to increase operational efficiency by 40%.  Demonstrated adaptability and flexibility by transitioning between multiple retailers during high seasonal time to ship out orders in time.

Interested working in operations where the main focus is making the process run efficiency and effectivity.

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