Challenge:

At TeraGo, the customer credit process was fragmented and manual. Sales teams issued unauthorized credits, approval requests were lost in emails, and no one had visibility into how much revenue was being leaked — or why. The absence of a credit policy and workflow system led to revenue loss, poor auditability, and frustrated teams.

What I led:

As Director of Strategic Initiatives, I led a cross-functional recovery effort involving Sales, Marketing, Finance, and IT. I created the company’s first credit policy, designed a structured approval process, and implemented a cloud-based workflow using JIRA to bring transparency, speed, and control to the credit lifecycle.

What I delivered:

• Drafted and deployed a cross-functional credit policy

• Designed an end-to-end JIRA-based workflow to automate approvals and track requests

• Built real-time reporting dashboards for the CFO to monitor credit reason, volume, and risk

• Established a standardized approval matrix and audit trail

• Reduced sales-side discount abuse and improved customer experience with faster resolution

• Extended the model to lead-to-cash, capital approvals, and vendor onboarding

Business Results:

✅ $150K/year in margin leakage recovered

✅ 100% process visibility and audit trail

✅ Faster credit resolution = improved customer satisfaction

✅ Increased employee morale and cross-functional accountability