Stacy Felix

Manage Global Cancellations for 8x8

Managing the Renewals and Cancellations Teams for Mid-Market and Enterprise Accounts.

• Maintain company backlog schedule, according to capacity schedule and or plan. • Scaled for 103% revenue growth last year, at the same time as preparing for ERP implementation, and ISO 9001. • Manage work schedules, duties, overtime, interview & hire, implement employee PIP if required, and if necessary terminate staff accordingly. • Manage Customer Service – Order Entry, RMA administrative Services, Logistics, & Trade Compliance – 8 employees • Shipping, Receiving and Pack-out – total of 5 employees. • Approve time cards, salary or hourly wedges based on experience. • Maintain KPI reports, OTD, RMA OTD, Customer Satisfaction • Maintain company backlog schedule. • Investigate any customer issues, identify any deficiencies within the process and correct. • Obtain ISO 9001 certification for a Customer Service Department that I built from the ground up. • Training in Six Sigma courses. • Manage freight forwarding relationships – FedEx, UPS, DHL, courier services etc. • Create World Wide Bookings Policy, Signature Authority, and QMS for ISO 9001. • Subject matter expert in Order Entry, Logistics, Contract review, Trade Compliance, Shipping Procedures, Revenue Recognition, & RMA procedures.

• Order/RMA entry for all LiDar product division. • Manage freight forwarders/UPS (audio/LiDar) rate/lane country specific based. • Review customer contracts/T’s and C’s for possible issues with order entry. • Manage China bonded warehouse / Denmark bonded warehouse – inventory management. • Inspect and revamp ERP internal process – International commercial shipment & RMA shipment process. • Manage all freight forwarder relationships for the company. • Consult on complex audio international import/export issues.

• High Volume international documentation for spare parts and system order. • Utilize FedEx Café system & deal with freight forwarders scheduling shipments and consolidations. • Letters of Credit, international inter-company transfers, international customer drop shipments. • Help update work instructions.

• Manage and train CSR’s for Order entry/RMA processes at a start-up company of $30 million yearly revenue company. • Create, document, and maintain Customer Service/Sales Order Administration Process and procedures for pre IPO audits. • Manage freight forwarder companies for pricing and service country specific based. – Annual spend $250K per year. • Specializing in handling customer/shipment documentation/country specifics in: Brazil, Chile, Peru, Argentina, Mexico, Canada, Russia, China, Korea, Taiwan, Estonia, South Africa, India, Qatar, basically all Latin America/EMEA/APAC. • Full knowledge of: Contract/Terms and Conditions review, Quotation Review, Pricing Approvals/Signature Authority, Order Entry Process, Letters of Credit, Credit Card billing/security, COD shipments, RMA processes (ERP & SalesForce), International shipment documentation: Incoterms 2010, Commercial/Proforma Invoices, HS tariff codes/schedule B classifications, ECCN numbers, SNAP-R processes, End User Screening, Certificate of Origins, SLI, EEI via AESdirect (system administrator), ATA Carnet for demo/evaluations, and Revenue Recognition. • Import process documentation. • Report/Matrix management of Booking/Order reports, backlog report, Service reports and shipping reports. • Cross functional team member for: ERP implementation, RMA Process, ECO release process (for trade compliance), Part Number/SKU format issues, Order Bookings Policy, Management of Master Price Lists, SalesForce forecasts quarterly basis.

• Part of a team of 2-3 for International/Domestic Orders/RMA entry for $120 million yearly revenue company. • International shipment to Brazil, Sri Lanka, India, Egypt, Malaysia, Singapore, Taiwan, Japan - Latin America/EMEA/APAC. • Solely handled RMA’s on a daily basis advance replacements and repair and returns. As well as processes/procedures for warranty, billable, non-repairable, and upgrades. • Major contract review for hardware, software, and service (installations and service maintenance). • Document procedures for SOA work instruction, RMA work instructions maintaining SOX compliance and ISO (9001 & 14001). • Order entry, credit checks, rev/rec issues, freight forwarder relationship, backlog management.

• International shipment documentation, order entry, RMA’s, invoicing. • Experienced in system shipments, retrofits, modifications, and inventory transfers and refurbishment processes.

• Manage and train CSR’s for Order entry/RMA processes (domestic and international) total of 4 CSRs. • Manage six off-site inventories. • Experienced in system shipments, retrofits, modifications, and inventory transfers and refurbishment processes. • On call for machine down coverage. • Also supervised the shipping department right before and during change over.