Jacqueline Mary Knutson
Lino Lakes,MN
Summary
To utilize my key strengths and skillset, that I have gained in my 32 years of experience with OTC Roles as a BT & Operations as Lead Process Improvement Specialist
Overview
33
33
years of professional experience
Work History
Global Process Op Readiness Leader
3M Company
07.2021 - Current
- In this role provide OTC process expertise for all deployments, to transform t organization into a standardized global process
- Collaborating with the areas Customer Services teams to ensure consistent deployment of a standardized global order to cash process
- Influencing and reviewing transformation plans
- Working with cross functional team, within Area Process Owners and Area Process Leaders to ensure process understanding, recognizing new systems requirements, and transformation to meet global design
- Implementing standardized improvements for Order to Cash processes
- Deploying methodology adjustments as needed for efficient and optimized execution
- Creating and updating Order to Cash portions of the deployment playbook and frameworks
- Leading change management and process/tool adoption
- Supporting compliance to legal and financial requirements as needed.
Process Standardization Lead
3M Company
10.2018 - 07.2021
- In this role, I was responsible for standardization of common processes in specialty areas, that include but are not limited to VMI, consignment and variant configuration
- Partnered with leadership, ELT teams and Customer Service Process Analysts in support of testing and training needs
- Analyzed data to determine root cause of current issues
- Lead and collaborated efforts to resolve issues and analyze new functionality
- Vetted global hoper ideas to gather justification for backing them
- Assisted in ad-hoc testing for new releases by working with assigned BPS team
- Lead and participated in cross functional project teams, to drive to root cause resolution, implement process improvements and assist with transitions from legacy to SAP/ SAP to Legacy
- Partnered in Black Belt Projects for Factory Calendar Member/ Batch Determination/ PIPO
- Worked with BPS on Deployment Implementation tasks and testing
- ICO Wave 2 OTC/ VC plant hatching contributor
- Assisted with Manual Price Audits Monthly and gathered data for PWC Audit information
- Facilitated a Sample process for service parts BOGO implementation
- Reviewed Customer Calendars Audit and reconciliation.
OTC Lead Subject Matter Expert
3M Company
01.2014 - 10.2018
- Accountable for successfully executing deliverables and order change management activities for OTC assigned Process Area/Business Groups
- Established delivery dates and leading compliance risk reviews of business requirements
- Developed a detailed understanding of Polaris scope, process, change impacts and business roles for OTC
- Supported process design for local requirements through understanding of global process design and satisfactory local business requirements
- Drove global process and custom development objects, integrating with Global Team for build activities
- Answered Polaris questions while promoting bottom-up communication and interaction between users and process sponsors
- Supported OCM activities for OTC to promote acceptance, including Change Impact Localization / Globalization Workshops, Role Mapping, Change Discussions, Action Plans for prioritized Change Impacts and Change Readiness Survey results
- Provided feedback to leadership, global OCM team, and Local OCM Lead regarding potential issues and barriers
- Mitigating risks through effective change activities; demonstrated personal commitment to the change
- Worked with Local OCM Team members to execute local change, communication, and training plans relative to OTC
- Ensure business continuity at Go Live.
Customer Service Operations Analyst
3M Company
01.1993 - 01.2014
- E Business Solutions Representative to function as the eBusiness and CSMS subject matter expert, having a thorough understanding of the customer service management system, electronic data interchange, EOC and other business processes and functions
- Provide first point of contact for customer service regarding EDI/e Business/CSMS issues: trouble shoot EDI order entry problems, update, and maintain EDI/Order Center Electronic Support routing records
- Responsible for making enhancement request and reporting all system problems, to translate and disseminate system update information to CSMS users
- Communicate all CSMS system issues to Management team
- Coordinated all e Business/EDI activities between customer service, Division E Business Coordinator, and IT Electronic Commerce to achieve e Business/EDI channel partner implementation
- Utilized CSMS and EDI knowledge to streamline the order entry function
- Supported local CSMS/e Business/ EDI/E print activity and to guide others in problem solving and resolution to complaints and training of all systems.
Customer Service Rep
3M Company
01.1991 - 01.1993
- Provided exceptional customer service for the Medical Service Center assisting customers, doctors on medical repairs and equipment
- Supported 3M Microbiology by independently coordinating extensive customer transactions and provided value added services.
Education
Business Administration in Organizational Management and Leadership Degree -
Concordia University
St Paul, MN01.2014
Associate in Arts Degree -
Century College
St Paul, MN01.2010
Legal Secretary Degree Graduate -
St Paul, TVI
St Paul, MN01.1991
Graduate -
North High School
North St. Paul, MN01.1984
Skills
- 32 Years’ experience in providing customer service support and leadership providing 100 % customer service satisfaction
- Strong inter-personal skills, with the ability to work with cross-functional teams to analyze root cause problems and solutions for continuous improvements
- Facilitate implementation of operational and tactical long-term objectives to create competitive advantage for 3M
- Lead analyst on implementing E process to all of health care environment for E print/ Order Center
- High-energy, enthusiastic, dependable individual who excels in challenging environment
- Lead Process improvement Specialist within Customer Operations
Timeline
Global Process Op Readiness Leader
3M Company
07.2021 - Current
Process Standardization Lead
3M Company
10.2018 - 07.2021
OTC Lead Subject Matter Expert
3M Company
01.2014 - 10.2018
Customer Service Operations Analyst
3M Company
01.1993 - 01.2014
Customer Service Rep
3M Company
01.1991 - 01.1993
Business Administration in Organizational Management and Leadership Degree -
Concordia University
Associate in Arts Degree -
Century College
Legal Secretary Degree Graduate -
St Paul, TVI
Graduate -
North High School
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