1. Erica Fraser-Crum
17640 Rosewood Drive Apt 1A
Lansing, IL 60438
708-265-1775
(ericafraser2@yahoo.com)
Professional Summary
Customer Service/Support Lead professional with over 14 years’ experience with Leading and managing business process
improvement initiatives to ensure organization is operating effectively. Worked closely with Sales, Territory Management,
Finance, Credit & Collections, Accounts Receivable, Legal and Compliance to drive strategic process improvement
initiatives by understanding and analyzing business processes, systems, industry requirements and performance
benchmarks; develops recommendations/best practices based on sound business and operations principles.
Proficient in: Microsoft Office (Excel, MS Word, PowerPoint, Windows XP, Outlook), FaxWorks applications, Eudora,
PeopleSoft 8, Open Harbor, Exporta, Deja-View, E-license, E-orders, Oracle 11i, SAP, IMAP, CRM GUI, SFDC, EDI, and
most office equipment.
Professional Experience
08/09-04/16 EMC Corporation Chicago, IL
Senior Business Process Manager Lead
• Assists team in compiling, analyzing and preparing data used to understand business processes and
operations.
• Documents processes, procedures and/or materials relevant to strategic initiatives. Prepares and
helps present and communicate recommendations accordingly.
• Works collaboratively with the team to complete every day requests from senior analysts and
management.
• Supports team in project management; reports on implementation plan, milestones and
deliverables.
• Assists, manages and influences continuous improvement of business processes within the
organization
• SAP Liaison
• North American CDCC (Customer Data Competency Center) Lead
• Recommended the most effective approach and resolution to driving consistency, streamlining
processes and removing complexity.
01/09-08/09 Data Domain Inc. Santa Clara, CA
Senior Fulfillment Analyst Lead
• Acted as team lead for Oracle to SAP customer master integration
• Worked with the consulting team you established standard turnaround times for data
cleansing to help keep project on track.
• Developed working SLA’s with EMC internal and offshore customer master teams, Setup
processed to meet deadlines. Performed manual updates in SAP Master. Reviewed and
confirm accuracy of “matched data” after upload to SAP
• Assisted with full launch of B2B, monitored and cleared IDOC’s “
• Developed working SLA’s with EMC internal and offshore customer master teams, Setup
processed to meet deadlines. Performed manual updates in SAP Master. Reviewed and
confirm accuracy of “matched data” after upload to SAP
• Assisted with full launch of B2B, monitored and cleared IDOC’s “
• Worked with legal teams within DD BRS and EMC core to assist with transition of Data
Domain customer base, this information was not available through any other source
within Data Domain
• Provided Weekly Performance Reports for Customer Data

2. 08/08-01/09 Proxim Wireless Corporation Milpitas, CA
Senior Order Management Specialist
• Responsible for accurately processing customer orders into Oracle’s Systems
• Ensures order shipments are captured in orders for accurate and timely fulfillments.
• Interfaces daily with local and regional sales reps to reconcile quotes/orders, with incomplete or in
accurate information, and non-standard approvals for shipments.
• Manage change orders when necessary, RMA & RCA’s
• Maintain accurate and consistent customer account records,
• Worked with internal/external customers, Distributors and CM’s to expedite order status
• Proactively assists internal and external customers with problem resolution, credit and collections
reconciliation, special pricing and payment issues.
• Assist with tracking sales orders when necessary, work closely with productions and shipping
department to ensure timely delivery of product
• Analyze daily Backlog Report as a tool to effectively manage regional accounts
• Provide OA documentation to auditors as needed
1/02-08/08 BEA Systems Inc/Oracle Inc. San Jose, CA
Senior Order Analyst/License Management Analyst
• Responsible for accurately processing customer orders in compliance with BEA’s terms and
conditions and Order Management Service Center service level agreement.
• Key point of contact for processing partner program orders for select, premier, and strategic
customers located in the US and Internationally.
• Ensures order shipment requirements and license key specifications are captured in orders for
accurate and timely fulfillments.
• Interfaces daily with local and regional sales reps to reconcile quotes/orders, contract terms, non-
standard approvals and media shipments.
• Proactively assists internal and external customers with problem resolution, credit and collections
reconciliation, special pricing and payment issues.
• A team player that contributes in daily activities such as running pending and error reports,
ensuring project successes such as the Accu-image project, training, evaluated current processes
and submitted recommendations for improvements and coaching other team members on
guidelines, policies and internal procedures for OMSC.
• Answered incoming support calls and obtained resolutions to Clarify cases with the Service
License Agreement (SLA)
• Processed customer requests such as IP transfers, Missing IPs, Product version upgrades and
downgrades, and Prepaid burn downs
Education
University of Phoenix
Associates of Arts with a concentration in Business Foundations-Received 11/13/14
Bachelor of Science in Business- In Process Anticipated January 2107