Donna Bethell
Commercial Operations Lead
Underberg,KZN
Summary
Organized Operations Lead with more than 20 years of experience guiding crucial systems and workforce effectiveness measures. Detailed approach to planning and maintaining operations, recommending change and overseeing day-to-day employee coordination and communication. Resourceful knowledge of intricate government and company mandates to maintain work environment safety and efficiency. Choreographs all aspects of operations planning, launch assessment and management for optimal cost balance and CRM.
Overview
33
33
years of professional experience
Work History
Commercial Operations Lead
Philips Healthcare
01.2014 - Current
- Facilitate the proposal development process / manage proposal development process to provide highquality bids on time and in an organized fashion.
- Produce tendering plans and establish a tender team, which typically includes Account Managers, Business Line Managers, Finance and Accounts, Legal, Procurement and Projects Managers, all of whom need to work closely together to estimate project costs and track completion of assignments.
- Organize bid distribution logistics, including the Exco Committee approval process.
- Ensure the quotations from the various Business Lines for Bids are completed and delivered within time limits and with appropriate quality.
- Facilitate & report on information from the various sales tools to the Finance & Sales teams at Month-end & Quarter end timeously.
- Ensure continuous quality of input to Sales Tools in direct & indirect channels (SFDC {Salesforce planning}, Foresight {SC Planning}, Sofon {Quoting Tool} & DMS {Document Management System})
- Create / Update the database of sales support tools {Tender Spect, Standard Tender Documents / FDA, CE, etc.}
- Weekly Sales statistical reports.
- Lead Sales support team to support Commercial Operations processes (including CS Sales processes), mechanisms and coordinate their implementation + Drive continuous improvement / simplification of Sales processes and best practices; Coordinate all internal necessary resources to obtain objectives and involve others where necessary.
- Manage Funnel / Focus Meetings (Actions Tracking) to ensure commitments are fulfilled.
- Ensure preparation of the Key Account Management plans with the Account Managers in line with the regional strategy and follow up execution at district level (linked to SFDC)
- Creating and Maintain Master Data Files to support full E2E process.
- Manage Commercial back office / sales support team.
- Consolidation & distribution of Funnel data to the complete commercial team.
- Monitoring, escalation & resolution of data integrity in all commercial tools.
- Key User for all commercial tools
Export Coordinator
Medtronic
07.2008 - Current
- Identification of potential distributors for Sub-Saharan Africa and the Co-ordination of due diligence procedures for new distributor enrolment.
- Providing direction, motivation and leadership for distributors in Sub-Saharan Africa.
- Working with Business units to ensure that distributors are provided with adequate resources and support the Business Managers in the development of an annual Export/Marketing plan.
- To gain and maintain market share in Sub-Saharan Africa by creating awareness and acceptance of Medtronic products within these markets.
- Manage the relationship between Administration/Finance and distributors to facilitate timely execution of logistics.
- Conclude sales with distributors to promote, sell and service Medtronic products and services to existing and competitors customers.
- In co-operation with the Business Managers, determine strategy for both existing products and new opportunity products through the provision of regular field intelligence reports on competitive activities, changes in markets, distribution and pricing, as well as input on customer preferences and product features.
- Develop and implement strategies to achieve short and long term business targets and objectives.
Customer Service Representative
Boston Scientific
04.2000 - Current
- Client Liaison (Dealing With Hospitals, Doctors and Buying Groups).
- Processing Orders.
- Monitoring of consignment stock.
- Monitoring and consolidation of all Credits.
- Attending and arranging ongoing product training.
- Training of new staff and reps on basic procedures and systems.
- SAP support and training.
Sales Manager
Stuttafords
07.1998 - Current
- Support and training Customer Service.
- Responsible for staff of app.24.
- Monitoring and setting staff targets.
- Staff Recruitment and Training.
- Merchandising Management.
- Stock take Planning and Implementation.
- Organising Store Events.
- Monitoring of staff productivity.
- Staff Appraisals.
- Staff Planning.
- Seasonal Feedback Reports.
Admin Manager
Truworths
04.1993 - Current
- Banking, Cash Up's and Petty Cash.
- Stock Control Recon.
- Target Monitoring.
- Staff Recruitment and Training.
- Stock take Planning and Implementation.
- Casual Pay Roll.
- Monitoring of staff productivity.
- Staff Planning.
Customer Service Supervisor
Medtronic
07.2010 - 12.2013
- Streamlining related activities from receipt of quote up to and including the shipment of orders. (Total internal administrative order flow).
- Leading the operational activities for the respective businesses within the customer service organization.
- Coordinate through leadership all involved manpower and utilities to achieve targets and procedures.
- Analyzing and reporting continuously on all activities in order to create management tools and well defined process descriptions for improvement.
- Participate in projects and implementation, especially computerization projects, using SAP and Exact data bases.
- Implementation of Deal Manager Pricing Systems to fit company requirements including Frameworks, Tenders, Spot and Standard quoting.
- Tenders with all related documentation and presentations for new and/or existing customers/distributors.
- Streamlining of credit requests using Dispute Manager System.
- Integration of new warehousing project (using interfaces with UTI) and troubleshooting of the same in order to meet customer requirements on time.
- Integration of new businesses and/or customers.
- Coordinate training for all employees.
- Objectives, IDP's and Performance reviews of customer service employees.
- Direct contact with users of Medtronic products, hospitals, and /or patients.
- Assure that ordered items are meeting customer's needs and device documentation requirements are met for each sale. (MCC & FDA Legal requirements).
- Communicate pro-actively with Principal in the Netherlands and various business groups to answer customer questions relative to product knowledge, pricing, item availability and shipping.
- Make sure that goods in/out are processed on a timely basis. This also includes recalls, returns, adjustments, write offs, repairs/warranties follow up and related issues (complaint handling).
- Approval of all Credits/Debits and validation of the same.
Customer Service Representative
Medtronic
07.2006 - 12.2013
- Client liaison (Dealing with Hospitals, Doctors and Buying Groups).
- Order processing.
- Processing of all Credits and Returns.
- Monitoring of warehouse and consignment stock.
- Monitoring sales figures for external suppliers.
- Attending and arranging ongoing product training.
- Training of new staff and reps on basic procedures and systems.
- SAP Support and Training.
Education
High School Diploma -
St Ursulas Convent
Johannesburg, South Africa 04.2001 -
Skills
Performance Management Skills
Maximising Performance
Initiating Disciplinary Inquiries
Chairing Disciplinary Inquiries
Customer Service
Telephone Etiquette
Microsoft Office
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Freight & Export Training
SAP Training
SAP Super User Training
Deal Manager Super User Training
Dispute Manager Super User Training
LEAN Training
Continuous Improvement Bootcamp
Salesforcecom Super User
Interests
Reading
Music
Cooking
Swimming
Timeline
Commercial Operations Lead
Philips Healthcare
01.2014 - Current
Customer Service Supervisor
Medtronic
07.2010 - 12.2013
Export Coordinator
Medtronic
07.2008 - Current
Customer Service Representative
Medtronic
07.2006 - 12.2013
High School Diploma -
St Ursulas Convent
04.2001 -
Customer Service Representative
Boston Scientific
04.2000 - Current
Sales Manager
Stuttafords
07.1998 - Current
Admin Manager
Truworths
04.1993 - Current
Personal Information
- ID Number: 7506090098087
- Health Status: Excellent
- Date of Birth: 9th June 1975
- Gender: Female
- Nationality: South African
- Marital Status: Single
- ID Number: 7506090098087
Accreditations
- Performance Management Skills
- Maximising Performance
- Initiating Disciplinary Inquiries
- Chairing Disciplinary Inquiries
- Customer Service
- Telephone Etiquette
- Microsoft Office
- Microsoft Word, Excel and PowerPoint
- Freight & Export Training (Nedbank & Standard Bank)
- SAP Training
- SAP Super User Training
- Deal Manager Super User Training in Germany & the Netherlands
- Dispute Manager Super User Training in the Netherlands
- LEAN Training in Eindhoven
- Continuous Improvement Bootcamp in the Netherlands
- Salesforce.com Super User