Driven, passionate Manager with multi-dimensional leadership, communication, and collaboration skills. Sixteen years of Supply Chain experience in the water treatment space. Strong ability to train global teams and break down concepts for all audiences. Proven ability to manage multiple projects and processes across various sites and disciplines. Ability to drive business initiatives to completion despite competing prioritizes. Specialties: Project Management Process Improvement & Execution Billing Quality Excellence Expert in Wing to Wing Order to Remit Processes Lean Methodology Management of Remote Teams Training Global Teams Change Management SAP Super User

Global Customer Care Center of Excellence Leader @ Global owner for customer care processes for $2.2B division of GE. Responsible for developing technology vision enabling tools to best meet the needs of our customers. Drive cash through focus on billing quality and root cause analysis of issues. Managerial responsibilities for team of Global Process Leaders, as well as indirect international team. Primary focus on enhancing rigor for order entry, pricing, contract billing processes and customer master data quality From April 2015 to Present (9 months) Customer Experience Tools & Master Data Leader @ Responsible for all Customer Care tools and processes impacting customer interactions (both internal and external.) Drive key business initiatives on salesforce platform. Ensure high level of rigor for customer master data quality, pricing processes, and contract billing management. Manage team of offshore resources supporting the business. From March 2014 to April 2015 (1 year 2 months) North American Customer Care Leader @ Leadership responsibility for GE Water’s North American order management process and call center, inclusive of inbound customer calls, order entry, invoicing, contracts and customer master data functions. Worked to drive team to provide superior levels of service, while implementing simplification initiatives to provide an enhance customer experience. Led organization of 40 team members, and 12 off-shore team members in fast-paced environment. From February 2013 to March 2014 (1 year 2 months) Senior Services Process Manager @ Senior Process Manager for GE Water & Process Technologies, a leading water solutions company comprised of chemicals, membrane filtration, equipment manufacturing, and solutions EPC business. Responsible for global billing quality & invoicing, customer master data, pricing & contracts. Manage team of offshore resources supporting the business. Recognized as leader in billing quality excellence. From April 2011 to March 2014 (3 years) Global Process Leader @ Responsible for the business maintaining robust customer-focused Order-to-Billing process, while ensuring that all functions comply with defined business processes and policies, across Global Customer Care Team. Serve as conduit for maintaining process integrity and voice for customer requirements to identifying process improvements. Led Billing Quality Initiative recognized as "best practice" at GE. Reduced billing related past dues by $12MM in one year. Expert on Order-To-Bill process managing process-flow and operational capabilities. Ensure highest level of Compliance and Integrity with Global Processes across Global Customer Care Team. Responsible for determining root cause & corrective action for escalated process gaps. Prioritize & complete simplification & process improvement projects. From January 2006 to March 2011 (5 years 3 months) Process Owner & Integration Lead @ Provided leadership to the Order to Bill process in support of the Commercial teams, Regional sales and Corporate sales. Acted as a focal point for business / IT systems procedures and issues, drove alignment in the sales process, and acted as liaison to the field for driving improvements in the Order to Bill process. Supported new business integrations as they relate to Customer Care. Liaised and assisted in surfacing and prioritizing order to bill Six Sigma projects. Assisted Customer Care Leader in driving order to bill performance and delivering CTQ objectives. Interfaced with other GE businesses and external organizations to benchmark and develop best practices. From 2004 to December 2006 (2 years) Customer Advocate @ Acted as business liaison for commercial team. Trained and drove process improvements to the commercial team, as well as provided leadership to the Order to Bill process. Managed large projects through resolution for high profile customer. Acted as a focal point for business / IT systems procedures and issues. Liaised and assisted in surfacing and prioritizing order to bill Six Sigma projects. Assisted Customer Care Leader in driving order to bill performance and delivering CTQ objectives. From 2003 to 2004 (1 year) Customer Care Lead @ From 2002 to 2003 (1 year) Assistant Complex Director @ From 1996 to 1998 (2 years)

Master of Science @ Syracuse University From 1996 to 1999 Bachelor, Communications @ Syracuse University From 1994 to 1996 Karen Johnson-Susko is skilled in: Change Management, Project Management, Six Sigma, Process Improvement, Super User, Cross-functional Team Leadership, Process Engineering, Operations Management, Leadership, Team Leadership, Vendor Management, Strategic Planning, Business Process Improvement, Program Management, Team Building