Customer Service Sales

James C. O'Keefe

Mount Prospect, IL *********@*******.*** 224-***-****

Key Strengths:

E-Commerce/Online/Web developement Innovative solutions to eliminate waste

Broad based management/leadership Testing, training, and the launch of

experience initiatives

Creative technological solutions to Bridging operations to new technologies

business challenges

Employment History

E-Commerce Director - Kaehler World Traveler, Wheeling, IL Luggage and

travel goods retailer 2005 - 2008

Directed the operations of the e-commerce division of this Chicago-based

luggage and travel goods retailer. Responsibilities included the

development and maintenance of the Internet site, its product offerings,

and related databases; and managing the daily operations of customer

service, order processing, fulfillment, and purchasing.

Accomplishments:

. Increased natural search position, site navigation, features, and

functionality by negotiating and managing a complete redesign and re-

launch of the website in a 9-month period coinciding with the overhaul

of our POS system as noted below. This included the gathering and

documenting of site requirements, facilitating discussions between

outside vendors for site design and search engine optimization, the

tracking of progress on the project to completion, and the testing and

acceptance of the new site for launch.

. Reduced database maintenance costs 50% by establishing functional

requirements, selecting and implementing the installation of a real

time enterprise point of sale system for the 16 store retail

operations. Project included a complete overhaul of the database to

consolidate the data and processes running the e-commerce site, retail

outlets, and home office functions.

. Re-launched a customer loyalty functionality including both online and

retail sales customers.

. Set requirements; created manuals and documentation; trained personnel

in the use of the new POS system.

. Managed the outsourced marketing functions for the website including

services for paid search engine marketing (SEM), search engine

optimization (SEO), affiliate marketing, and email marketing.

. Implemented live-chat capabilities to provide increased service

options and increased sales.

Director of Internet Operations - GoCollect, Inc. Schaumburg, IL

Internet E-Commerce group 1999 - 2005

Start-up e-commerce venture. Responsible for customer-facing functionality

and documentation on the site, the sourcing of product, the creation and

maintenance of the online catalog, as well as the formulation and execution

of all operational policies and processes for inventory, order processing,

fulfillment, and customer service.

Accomplishments:

. Company achieved the number one position on the Internet within our

product category within 6 months.

. Directed the development of the product catalog of over 200 product

lines and 80,000 SKUs, a database design and content to support site

functionality, and the site layout and all documentation relating to

all customer-facing processes.

. Facilitated requirements meetings and integrated six independent

retail entities, 20+ wholesalers, and an outsourced distribution

center into one cohesive entity for the sale, procurement, and

fulfillment of product direct to the consumer.

. Researched vendor offerings and successfully implemented an email-

based customer service system and directed the integration of that

system and processes into the framework of the Internet site and call

center operations.

. Developed and implemented an automated purchasing system, matching

online orders from consumers and inventory availability from vendors

to electronically place and track purchase orders with the

manufacturers.

Executive Director Office Services, Information Systems, and Sales

Automation - Enesco Corporation Itasca, IL $475M Giftware Company 1981 -

1999

. Steady progression of increasing managerial responsibilities over a

broad range of operations and technology areas including

distribution, order processing, office services, claims, mail

services, document management, reprographics, information systems,

sales automation, distribution center, telecommunications, and

procurement of supplies and print. Individually directed or

participated in many initiatives aimed at solving operational issues

arising from the explosive growth of the company from $30 million to

$475 million in sales.

Accomplishments:

. Directed the daily operation of our warehouse and distribution center

encompassing 1.2 million sq. ft over 4 buildings, employing over 300

union and non-union workers, shipping and receiving between 12,000 and

24,000 cartons of product per day, 10,000 to 12,000 active SKU's, with

an annual budget of $16 million.

. Saved $300,000 in expenses annually while improving communication

speed and accuracy through a sales automation project supporting 400

independent field sales representatives, 25 internal sales managers

and executives, and 7 external showrooms.

. Managed a project to developed custom software to interface a Symbol

SPT 1500 (a bar code scanning version of the palm pilot) to a field

sales inventory and order entry program saving $100,000 annually in

maintenance and support through the elimination of local area

networks.

. Cut time to ship during peak periods by 50% and eliminating the need

to expand shipping facilities through participation in a cross-

functional team to overhaul our 500,000 sq. ft. distribution center

holding over 12,000 SKUs and over one mile of powered conveyor.

. Researched vendor alternatives, purchased, and maintained a NEC NEAX

2400 telephone switch accommodating 2000 nodes across two buildings.

Implemented automatic call distribution (ACD) and computer telephony

integration (CTI) to improve call handling in the customer service

area.

. Saved over 2,400 man hours annually by researching and implementing a

new document management system covering over 4 million documents where

users could request stored documents from their desktop.

. Saved $75,000 annually and decreased customer service response times

through the Implementation of a computer output to laser disk (COLD)

system.

. Recipient of StanHome Achievement Award for efforts in achieving

$750,000 annual savings through cost reductions through office and

warehouse automation.

Education

M.B.A. Roosevelt University, Chicago, IL B.S. Marketing

Purdue University, West Lafayette, IN

Six Sigma Greenbelt Training Chicago Deming Association - Six Sigma Masters

Program Naperville, IL.

Key Technical Skills

MS Office; Word, Excel, Access, Power Point

Adobe PhotoShop

Visio

Constant Contact and Bronto E-Mail service providers

Softshare EDI software

HTML

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