Bethany Moffatt

Experience

• 

  Chubb

  Feb 2004 - May 2004

  Human Resources Intern

  • Formulated, administered, and analyzed a nation-wide employee opinion survey• Advised changes and presented results to upper-management• Provided analysis on exit interview data regarding high turnover for a specific area

• 

  Chubb

  Jun 2005 - Sept 2006

  Client Services Representative

  • Surpassed yearly revenue bookings by efficiently processing policy closings• Continually liaised with brokers to enhance company’s rapport

• 

  Maccabee Industrial, Inc.

  Jun 2007 - Jun 2008

  Project Manager

  • Contacted vendors to obtain pricing for project estimates• Documented transmittals and revisions to guarantee safety and stability of projects• Performed monthly internal audits to ensure quality standards were met

• 

  SAP Ariba

  Jul 2008 - Oct 2020

  Leading the Global Program Management Office responsible for all Project and Program Management initiatives as well as strategic planning, execution and communication.Daily responsibilities include:- Conducting Design Think / Kaizen workshops for brainstorming, process improvement, and operational readiness- Drafting Operational Readiness Review (ORR) manuals- Running Failure Mode Effects Analyses (FMEA) on newly designed processes- Creating and executing project plans within PMBOK guidelines- Drafting highly visible communication including status summary reports, global team All Hands materials, and customer-facing slides- Running imperative review meetings to cross-communicate on each, open project- Owning and coordinating Quarterly Business Review meetings for the global Customer Support team- Creating and maintaining a global Operational Management System (OMS)- Overseeing data analytics for the organization- Managing and prioritizing internal tools development- Creating a team of Enterprise Support Advisers to ensure customers receive the most benefit from their Support offering Show less • Responsible for North America and EMEA Functional and Technical Support teams as well as the Project Management and Quality functions for the global team ~35 people• Developed new and existing operational leaders• Led the global recruitment program to attract top talent at individual contributor and management levels• Restructured the staff and the triage model to focus on urgent priority work and align with Service Level Targets• Improved customer satisfaction for end-user Service Requests by 10%• Drove improvements to in-product and email alerts for critical product issues• Focused on seller support interactions and increased seller satisfaction by 5% Show less • Direct manager of 14 Ariba Support Engineers in North America and EMEA regions with daily management of service requests and customer escalations• Created and managed a new functional team within the Technical Support organization that focused on advanced business and application knowledge to better support Ariba's On-Demand customers; expanded this team to the EMEA region within 1 year• Achieved a team customer satisfaction rating >9.0 and increased the overall customer satisfaction scores for Ariba Technical Support's global team by .53 in 1 year• Coached Support Engineers on the Universal Troubleshooting Process (UTP), customer communication processes, and prioritizing multiple Service Requests using a daily dashboard• Created and implemented a global 9 week on-boarding plan focused on foundational skills and process knowledge Show less • Direct manager for advanced (Tier 2 level) Customer Support Specialists across Ariba solutions• Consistently exceeded goals for customer satisfaction, response and resolution times• Created internal development plans to grow employees within the company• Performed quality monitoring and provided feedback to employees• Facilitated department-wide customer service workshops• Implemented plan to improve operational performance and achieve consistency for APAC region• Trained and certified agents on Ariba Sourcing products• Led staffing and recruitment efforts for the organization Show less

  • VP of Operations, Critical Customer Engagements

    Apr 2019 - Oct 2020

  • Global Head of Customer Support Strategy & Planning

    Nov 2017 - Oct 2020

  • Senior Manager, Commerce & Technical Support

    Apr 2013 - Nov 2017

  • Manager, Technical Support

    Jul 2011 - Apr 2013

  • Customer Support Team Lead

    Jun 2009 - Jul 2011

  • Customer Support Specialist

    Jul 2008 - Jun 2009
• 

  SAP

  Oct 2020 - now

  • Chief Operating Officer, Product Support - Procurement

    Jul 2022 - now

  • VP of Strategy and Operations, MCC Cloud Reliability & Engagement

    Oct 2020 - Jul 2022