Customer Service Project Manager

I am a seasoned executive with ** years of results driven Business Analysis

with strong Project Management, Customer Service & Operational know-how.

Areas of expertise include acquiring excellent talent on the team with the

required skill set to get job completed on time, right the first time.

Leadership strengths include ability to develop an environment that fosters

teamwork, accountability, employee engagement, and ensures a positive

customer experience. Capable of cutting across functional groups and any

boundaries to achieve project goals; Lead by example and effectively

utilize hands on management style in project delivery. I have successfully

navigated widely varying company cultures and organizational structures

during engagement experiences, utilizing Best Practices & Lean management.

AREAS OF EXCELLENCE

. Business Process Optimization

. Strategic Planning and Vision

. Teambuilding & Leadership

. E-Commerce Marketing initiatives

. E-Commerce Payment & Fraud Management

. Supply Chain Management

. Strong ERP/MRP/OMS knowledge

. KPI Identification & Implementation

SELECTED CAREER HIGHLIGHTS

. Guided initiatives involving process improvement, staff development

and operational efficiency.

. Successfully managed several complex onboarding projects involving

MDM, cross-functional applications and staff education.

. Key participant in broad-range Branding project involving Social Media

Marketing, Direct Marketing, Affiliate Marketing & Loyalty Marketing

resulting in a measurable increase of brand identification, new

customer acquisition and retention.

CAREER PATH

July 2011 - January Director of Customer Service Isaay.com

2013

Track record of delighting customers, directing staff, and spearheading

operational improvements to increase service, drive productivity and reduce

costs. Excel in demanding, dynamic environments while remaining focused and

agile. Provide leadership for a quickly growing Support and Customer

Service infrastructure with in-house call center operations and an

outsourced distribution partner, serving more than 90 countries and

thousands of domestic direct consumers.

. Reorganized a support organization into a responsive, service-driven,

customer focused organization resulting in a more than 90% reduction

in customer hold time in one year.

. Substantially improved productivity through the reengineering of

Supply Chain processes and the introduction of new technologies.

. Lead efficiency improvements and cost reductions through strategic

decisions and efficient restructuring.

. Increased customer satisfaction and confidence through implementation

of a customer outreach program and knowledge management practice

throughout the Services organization resulting in a 35% customer

satisfaction increase.

. Identified and introduced KPI's, resulting customer service agent

performance improvement and implementation of policies designed to

increase sales and customer satisfaction while continually expanding

customer base.

. Created Customer Service Manual, focusing on technological procedures

and e-commerce payment processing and fraud management as part of

cooperative education program not only involving CSR's but entire

company staff.

November 2009 - July Business Analyst & Project Technicolor, Inc.

2011 Manager

I am highly driven with an emphasis on New Client Integrations and system

enhancements for existing customers. Able to effectively communicate

results to key stakeholders, both internally and with large studio clients

in a Project Manager capacity. Able to communicate in manner that creates

collaboration, coordination and teamwork. The ability to ensure the mutual

sharing of ideas and information, while demonstrating the expertise in

keeping track of priorities, project activities, and critical milestones

using the appropriate project management tools and techniques. Ability to

collect data and establish facts, draw conclusions, present solutions for

risk mitigation.

. The key point of contact with the IT, operations and account services

for results, inquiries, and actions.

. Analyzed customer requested EDI transactions in order to provide the

most efficient and logical means for manufacturing and distribution.

. Responsible and accountable for the coordinated management of multiple

related projects directed toward strategic business and other

organizational objectives.

. Build credibility, establish rapport, and maintain communication with

stakeholders at multiple levels, including those external to the

organization.

. Maintain continuous alignment of project scope with strategic business

objectives, and make recommendations to modify the process to enhance

effectiveness toward the business result or strategic intent.

. Coach, mentor and lead personnel within a customer service

environment.

. Responsible for developing project charters, project plans and

dashboards with distribution to internal and external teams.

. Responsible for key project management and execution related to

contractual requirements.

. Responsible for development and presentation of client facing

information.

January 2008- June Accounts Receivable / Customer Weston Wear, Inc.

2009 Service

Supported customer inquiries on product availability, style information &

shipping timelines. Responsible for preparing A/R Aging management

reports, reconciling and collecting on all major department store and

boutique accounts. Determined customer credit worthiness by collaborating

with factor to ensure proper application of payments and dispute

resolution. Audited commission reports, analyze claims, prepared cash

receipts and bank deposits, processed return authorizations, and reconciled

credit card accounts.

. Analyze customer contracts and standard manuals to ensure proper

execution of EDI Requirements and Shipping instructions, decreasing

both types of errors from an average 26% to less than 5% annually and

in some cases, decreasing to 0%.

. Mentored Customer Service staff on procedures which decreased order

entry processing and invoicing errors by 83%, increasing customer

satisfaction and reducing unnecessary claims, specifically relating to

logistical errors & dispute resolution.

. Create departmental audit reports based on customer claims, which in

turn decreased retailer charge backs from an annual average of $50k to

an annual average of 5k and increased collections 36% from previous

year.

. Processed vendor payables and ensured accuracy between receiving

report and vendor invoices. Issued chargeback claims to vendors when

inaccuracies were detected. Responsible for vendor and customer "set-

ups" and updating information when necessary.

. Chair weekly inter-departmental meetings where systems are evaluated

and current issues are resolved. Specifically relating to credit and

logistics issues.

October 2006 - August Product Development Associate JohnPaulRichard, Inc.

2007

Researched & assisted Head Merchandiser for current industry trends while

participating in concept creation and development of apparel line.

Sourced, tracked and purchased all sampling trims and fabrics for use in

line development. Oversaw that line sheets and all selling materials were

correct and up to date prior to major apparel tradeshows.

. Prepared all sample fabric and trim purchase orders, tracked status of

orders both during production and shipping. Negotiated pricing with

sample trim and fabric suppliers, consistently meeting R&D budgets and

ensuring availability of sample materials.

. Managed all sample and trims, created and organized library, allowing

easy access to historical & current development, reducing lead times

by over 50%.

. Managed sewing floor, consisting of 18 sewers, producing 8 full sample

lines a year which were used by national sales reps at industry trade

shows and publicity shoots for customers such as Kohl's and QVC.

. Worked directly with Production department creating "tech-packs" that

communicated all trim/fabric specs for production of mass-market

merchandise with all overseas manufacturers.

August 2005 - June Accounts Receivable Manager Rock&Republic, Ent.

2006

Individually responsible for all international distributor accounts, vendor

negotiations as well as participating in collections and account

reconciliations. Led and organized weekly meetings with President, CFO,

COO and Customer Service Manager.

. Prepared legal documents for litigation, resulting in the collection

of roughly a $2.5 million dollars from dormant international

accounts.

. Assist with preparation of recurring / ad hoc presentations, strategic

analysis, and financial projections for Receivables department.

. Managed 2 Accounts Receivable clerks in cash applications and

chargeback/dispute resolutions with factor and domestic customers.

. Created Policies and Procedures of Accounts Receivable department with

guidance from the CFO & COO, streamlining administration and removing

the need for a costly A/R firm.

. Participate in business development efforts including documenting deal

structure and term sheets for potential distributor contracts,

negotiating down commission percentages from 20% to 12%.

. Served role in the capacity of interviewing prospective employees,

creation of training guidelines and implementation.

. Mentored all company departments, specifically customer service

department on reduction of order entry errors stemming from improper

interpretation of terms and logistical specifications provided by

customer standards manuals.

. Responsible for analyzing claims, preparing cash receipts and bank

deposits, processed return authorizations, and reconciled credit card

accounts.

January 2002 - October Accounts Receivable Vince, LLC.

2004 Coordinator

Approved credit for new and current customers, entered and analyzed claims,

and worked with major department stores in streamlining logistics

regulations.

. Created Policies and Procedures of Accounts Receivable department with

guidance from the CFO& COO, this was a new division and department was

previously non-existent.

. Developed a highly effective organizational and filing system,

including quick and thorough indexing; coordinated offsite filing

storage, resulting in easy access to critical information.

. Conducted prospective employee interviews and training, filling 2 new

positions and educating on policies and procedures.

. Responsible for analyzing claims, preparing cash receipts and bank

deposits, processed return authorizations, and reconciled credit card

accounts.

INTERSHIPS

August 2007 - December Product Development Associate & The Jack Rabbit

2007 Customer Service Collection

Supported all aspects of luxury accessories line; including trend analysis

and product development with head designer. Produced marketing materials,

assembled products for sale, reconciled and collected $28k in past due

invoices, shipped orders, and completed day-to-day errands.

. Interfaced with manufacturing contractors ensuring that quality of

finished product met customer standards, that esthetic integrity was

not compromised and negotiated lower per piece pricing by 10%.

. Managed sample and production inventory, ensuring customer standards

were followed, as well as, ensuring accurate shipping and logistics.

. Introduced previously unused tech packs to the production process,

contributing to the acquisition of a major private label contract with

the mass market retailer, Forever21.

. Attended industry functions, educating wholesale buyers and public via

interviews for local trend magazines increasing visibility of line

TECHNOLOGY: Jira, SAP, MS Project, Visio, AS400, PowerPoint, Visual

Studio, Daptiv, Mainstreet, Cybersource, Google Analytics, TAPS, Excel,

Word, Full Circle, Outlook, PerfectFit, Proficient on Mac Platform (Pages,

Numbers, Keynote).

EDUCATION: The Fashion Institute of Design and Merchandising, Los Angeles,

CA. Degree in Merchandise Marketing/Product Development

Contact this candidate