Guldana Yessen

• Led and managed two teams (9 members total): Supply Chain Buyer team (procurement) and Vendor Master Data SOX team.
• Provided guidance, training, and support to ensure high performance and professional development.
• Ensured compliance with Sarbanes-Oxley (SOX) requirements through regular audits and reviews.
• Acted as a main contact for buyer and vendor master data issues.
• Generated and analyzed reports on data accuracy, compliance, and team performance.
• Maintained data integrity and compliance with company policies.
• Prepared and shared reports on EMEA suppliers’ invoicing channel usage with country SMEs.
• Communicated invoicing practices and system usage to internal users and external suppliers.
• Consistently met or exceeded KPI targets.
• Identified and implemented process improvements for efficiency and accuracy.
• Collaborated with cross-functional teams to streamline data management processes.
• Maintained complete documentation and records of all purchasing activities.
• Collaborated with internal departments to better understand needs and determine purchasing requirements.

Achievements:

• Best Performer Award: Recognized for outstanding performance in Q2 and Q3 of 2024.

Best performance within the SOX team for Jan-May 2023 period

• Tracked and provided updates on supplier enablement status.
• Released payment holds for suppliers in ERP systems.
• Ensured accurate entry of supplier data into ERP systems.
• Performed daily SOX audit controls for vendor master data changes on company ERP systems.
• Ensured all changes were properly documented and complied with company procedures.
• Identified and implemented process improvements to enhance data quality.

Best performance within the SOX team for Jan-May 2023 period

• Managed data accuracy, reporting, and multiple projects across systems.
• Handled all user account queries and managed the generic mailbox independently.
• Set up Vendor Delegation of Approval (DOA) matrix for purchase orders and requisitions.
• Managed onboarding and offboarding of employees.
• Administered user access and workflows within the eCounterline ERP system.
• Worked with users to determine areas of technology in need of improved usability.
• Worked with teams to troubleshoot issues via JIRA and Proactis/Hubwoo.
• Generated monthly ledger reports and supported concurrent projects.

• Identified and resolved supply chain issues to mitigate delays and production disruptions.
• Supported the purchasing function and communicated supply issues affecting operations.
• Acted as a liaison between suppliers and departments on purchasing processes and new projects.
• Ensured requisition accuracy and compliance with requirements.
• Provided guidance and support to the system users across EMEA.

• Conduct SOX audits on purchase orders, requisitions, and ERP transactions.
• Ensure timely execution of audit controls and compliance with company policies.
• Oversee system changes, ensuring proper documentation and adherence to standards.
• Serve as the main contact for audit-related inquiries and manage error tracking.
• Lead process improvements to enhance data quality.

Zero errors were identified in the 2021 external audits.

• Handled customer inquiries via calls, emails, and CRM, ensuring timely responses.
• Managed a busy multi-line phone system and processed online payments efficiently.
• Provided service consultations and maintained accurate customer records.
• Trained new team members, enhancing onboarding efficiency.
• Entered customer data into CRM system.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Handled around 100-150 calls daily, depending on the call center load.

• Established and built the call centre from the ground up, developing all operational documentation, standards, and processes.
• Recruited, trained, and coached agents, ensuring high-quality customer service and adherence to company policies.
• Addressed operational challenges, identified improvement opportunities, and implemented corrective actions to enhance performance.
• Completed reports and data analyses to inform management decisions and optimize call centre efficiency.
• Collaborated with senior leadership to align call centre operations with broader business objectives and improve customer satisfaction.