1. • Results-oriented leader with a passion to see technology better support business
• Last ten+ years focused on B2B eCommerce
• “Bridge" over technology, business and customer silos
• Hands-on troubleshooter who can explain intricate technical details in non-technical terms
• Experienced global traveler with sensitivity to business cultural and legal differences
I offer proven success in business process analysis and incorporating logic into software
design. I am a subject matter expert on all phases of the procure-to-pay business process
and know the global legal and cultural eCommerce challenges. Contact me at
watkinsmindy1@aol.com to discuss how I can help you achieve your goals.
2. TECHNICAL
CORE COMPETENCIES Functional Requirement Analysis and Documentation
ERP-to-eMarketplace Integrations
AND AREAS OF Complex Technical Documentation and Knowledge Transfer
EXPERTISE Level II Trouble-Shooting
XCBL
BUSINESS OPERATIONS
B2B Deployment
eCommerce Strategy
Product Development and Lifecycle Management
Procure-to-Pay Analysis and Optimization
Process Engineering
Incorporation of Business Processes into SaaS Applications
Anticipating and Managing Process Exceptions
CUSTOMERS
Customer Retention
Critical Customer Liaison
Global Customer Service Delivery
Technical and Crisis Communications
Cross-team Solution Management
EDUCATION BA University of Minnesota and MA Yale
Mindy Watkins watkinsmindy1@aol.com
3. DIRECTOR, GLOBAL CUSTOMER SERVICES 2005-2011
Professional Directly responsible for production technical and
customer support of the eMarketplace and SaaS
Experience applications through which ~ 3M procure-to-pay actions
occurred monthly; indirectly responsible for product
ARIBA 2010-2011 lifecycle management and migration to production. Had
veto power over product enhancement requests and was
one of three people below C level authorized to promote
Joined Quadrem (later purchased by real-time productions hot-fixes.
Ariba) when it was a start-up B2B
eCommerce company to build its
operations processes, from SaaS Led cross-functional team to incorporate complex
application lifecycle management to
business process logic into SaaS applications allowing
company to transform from technology hub to
deploying back-office applications. procure-to-pay service provider
Visited many of the regional offices,
Was directed by CEO to address reported security
learning the global eCommerce breaches and, within 4 months, was able to cut
procure-to-pay business. As company reports to 0 by building tools, processes and
grew, shifted focus to service delivery governance structure enforced across the
to leverage expertise in technology, corporation.
business operations, client Improved Marketplace service delivery processing
relationships and the pain points in resulting in a 99% drop in ‘lost’ transactions
eCommerce. Acted as cross-functional problem resolution
coordinator and was singled out for comment in the
2011 annual Critical Customer Satisfaction survey
Mindy Watkins watkinsmindy1@aol.com 3
4. MANAGER, CUSTOMER LOYALTY AND ENTERPRISE OPERATIONS
2002-2004
Professional
Experience Directly responsible for global customer support,
development of operational processes and SaaS lifecycle
QUADREM 2002-2009
management. Indirectly responsible for selection of back
office systems and customer on-boarding processes and
tools.
Created out-sourced 24 x 7 multi-lingual global
customer support center initially serving ~ 200,000
users on-time and under budget
As Business Process SME for procure-to-pay SaaS
global application, helped Quadrem move to global
markets where US-centric applications were
unusable due to limited bandwidth or country-
specific business requirements.
Developed processes covering security, customer
support, eMarketplace monitoring and loss-of-
service communications enabling Quadrem to be
awarded WebTrust certification
Established software lifecycle management
processes governing SaaS applications resulting in a
98% drop in defect reports
Mindy Watkins watkinsmindy1@aol.com
5. SENIOR CONSULTANT: PROCESS DESIGN AND ENHANCEMENT 1999-2001
Convinced Senior Management that the SYKES’ consulting
Professional division could successfully offer products focused on
operational excellence allowing company to move into new
Experience revenue stream
Acted as senior lead on six projects, confirming the viability
SYKES ENTERPRISES 1991-2001
of new revenue stream
STRATEGIST: KNOWLEDGE MANAGEMENT 1998-1999
Joined the company, a pioneer in the
Built process and procedural standards to deploy knowledge
third-party support industry, when it
management tools throughout organization resulting in 20%
was operating out of a storefront.
decrease in hire-to-production time of new employees
Focused contribution on business
process design and automation. Created consulting sales tool kit for knowledge management
product offering, allowing company to move into new
revenue stream
DIRECTOR, DIVISION INFORMATION SYSTEMS AND TELEPHONY 1996-1998
Successfully led twenty-one client implementations and four
new location build-outs on-time and within budget
Additional prior experience in Led development of an internal payroll and reporting system
mainframe programming, computer estimated to save $1.2 million USD a year
support and network administration
MANAGER: ACCOUNTS AND IMPLEMENTATIONS 1991-1995
Instrumental in developing business model to offer and
deliver out-sourced customer support, a first of its kind
Team member in qualifying for ISO 9002 resulting in
certification after first audit
Mindy Watkins watkinsmindy1@aol.com