Allwyn Richard.

Knowledge expert and point of escalation

• Answer technical, system and workflow related escalations from first line support (1LS) teams and ad hoc support queries from higher management, Publisher, and other internal colleagues
• Take ownership of any new problems raised, working with the product owner or other key support groups to seek speedy resolution
• Host meetings with first line support groups to understand current issues and training needs
• Proactively identify new trends via data analysis of customer queries, system data etc
• To highlight opportunities for new projects, defect fixes, query reduction, process efficiencies etc
• Upon request, attend meetings with sensitive Journal Editors or Societies to help resolve issues and technical problems

Technical application

• Coordinate and participate in system testing for editorial, production and customer contact systems
• Contribute to the production process by supporting the annual planning input to Production System and monitoring the Production reports to ensure data integrity
• Support projects led by others by offering technical expertise, recommendations, and solutions to ensure the successful completion of the project
• Provide input to change requests in Production systems and assist with their prioritization
• Responsible for the Editorial System new idea process and Editorial System Problem Management, including incident tracking, Root cause analysis, escalating to Aries teams
• Ensure the efficient and effective rollout and implementation of new initiatives, workflows and application features that impact Journal Manager teams
• Maintain in-depth, up-to-date knowledge on all onboarded/implemented applications, processes, and initiatives to share the knowledge and best support Journal Manager teams with the changes

Journal workflow management

• Manage the complete lifecycle of journals on the Production system from establishing the workflow of new journals and completing Production system configuration to expiring journals that are closing
• Manage the new journal rollout process on Editorial System
• Manage journal migrations to non-Elsevier Editorial systems and vice-versa
• Coordinate and support Open Access journal roll outs for new journals and flips

Communication & Relationship Building

• Accountable for ensuring urgent system alert notifications are communicated immediately upon notification
• Own the Journal Operation Forum and maintain and monitor the Journal Operation Forum mailbox, fulfilling update requests and translating technical requirements into posts for a less technical audience
• Ensure L1 and management are kept informed of process changes, system updates, known issues, future planned developments, and all other areas of interest to ensure that Journal Manager teams have the knowledge to handle all queries to the best of their ability
• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
• Identified and resolved process issues to drive optimal workflow and business growth.

Journal Manager I- Feb 2011 to June 2014

Journal Manager II- Aug 2015 to May 2016

· To manage the entire end-to-end process of publication of journal articles and issues.

· To deliver editorial (pre-acceptance) services to Editors, Authors, and Reviewers according to the Service Level set per journal.

· To publish articles and issues according to budget.

· To provide written and verbal reports/feedback on journal performance.

· To notify Editorial Production management, Publishing and Editors of problems and/or delays in the Editorial review process and/or Production process.

· To suggest and implement means of improvement in the end-to-end process.

· To work effectively in a team environment with fellow Journal Managers and Journal Administrators, displaying a positive and constructive approach to conflict and problem resolution and customer interactions.

· To professionally represent Elsevier in all dealings with journal scientific communities. To focus on continued improvement in the service that Elsevier provides to the journal scientific communities.

· To Act as a single point of contact and liaison person for all aspects of the end-to-end journal publication process for internal departments (such as Publishing), for Editors.

· To ensure maximum speed and efficiency in the end-to-end process: early detection and resolution of delays and problems, both internal and external, including at suppliers.

• Assess usability (for review purposes) and completeness of metadata and e-files (including source files) of submitted and revised manuscripts and (as appropriate) make manuscripts available to Editor(s) and/or Reviewers (service levels B & C only).
• Assess usability (for production purposes) and completeness of metadata and e-files of accepted
• manuscripts and make manuscripts available to suppliers.
• Prioritize handling of manuscripts according to the Service Level agreements set per journal for Society and special journals. Handle all other manuscripts within 2 working days.
• Maintenance of people records in (Editorial System or other) and database (C service level only).
• Provide specific enhanced nonscientific services to the journal, such as proxying for Editor in Editorial system or holding regular teleconferences with Editors and/or Editor Assistants.
• Preparation and maintenance of annual publication schedules, with attention to budgetary and Publishing requirements, ongoing and particularly at each RF.
• Maintain and use Journal Information Form for listing agreed deviations from standard procedures and to document specifics of the journal workflow.
• Adhere to standard global procedures and processes or listed agreed exceptions.
• Maintain awareness/expertise in most current procedures, processes, and system functionality and attend continuous development training.

• Processing Contracts for Repair Order Process (Americas) in, as an End-user and include Usage of Other Tools and Application Created for HP
• Manage Customer Information on SAP for Assigned Accounts as Well as the Support Revenue Related to HP's Contractual Support Customer
• Responsible for processing the Customer Service Orders as per the Service Level Agreement
• Clearing up the invoices which is an integral part of the process, Leave Update and Team MOM
• Coordinated changes to agreement which might occur during contract lifetime.
• Monitored incoming contracts and service agreements for correct pricing and information.

• Editing the Errors in Financial Documents (EDGAR)
• Editing the Errors in PPT Documents
• Final QC Before the Document is Delivered to the Customer Site
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Training the Trainers in Abacus, Memory Technique Program, Vedic Math
• Preparing Book Materials for Abacus, Memory Technique Program, Vedic Math
• Regular Visit to Franchisee Study Centers and Admin Works
• Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
• Provided in-house training to new employees concerning maintenance of standardized training approaches.