Customer Service Manager

John Falco

*** ***** ****, *********, ** ***** . 201-***-**** . *********@*****.***

Overview

I'm a results-driven professional seeking to leverage my extensive e-

commerce and retail background to provide leadership in support of the

company's strategic and financial goals while leading the development of

new opportunities based on emerging digital trends and technologies.

Experience

MTV Networks 2007 to 2009 - NY, NY

Vice President, E-Commerce

. Responsible for the online retail experiences for MTV, VH1, CMT, LOGO,

Comedy Central, Rock Band, Lauren Conrad, Jackass World and several micro-

sites including Colbert Nation and The Hills.

. Managed an on-hand staff of five, a thirty-person call center and twelve

partnerships.

. Developed the sites' product roadmap and created all functionality

documents for the development team.

. Oversaw product development and implemented several ancillary revenue

channels including mobile-enabled sites, direct response campaigns, print-

on-demand manufacturing and interactive video.

. Reduced year-over-year expenses 26%, increased revenue 29% and net margin

248%.

. Conducted industry research for the continuous improvement of our sites

and services.

. Serve as the primary contact with outside agencies and partners

contributing to our business.

. Worked cross-functionally to utilize resources across all brands and

divisions to create highly contextualized experiences in order to meet

goals for growth, customer satisfaction and loyalty.

IAC/InterActiveCorp - Connected Ventures, LLC. 2006 to 2007 - NY,

NY

Vice President, Retail - BustedTees.com and Defunker.com

. Responsible for the online retail and wholesale strategy and ongoing P&L

of the business.

. Planned and executed marketing initiatives that increased conversion by

40% over prior years.

. Decreased the time needed to create products by 20% by streamlining the

production process.

. Created functional and business requirements for the relaunch of

BustedTees and Defunker.

MTV Networks 2000 to 2006 - NY, NY

Senior Director, E-commerce 2005 to 2006

. Managed the e-commerce businesses for MTV, VH1, CMT and Comedy Central

and oversaw marketing, operations, finance, merchandising, partnerships

and customer service.

. Developed long-term strategies to increase revenue year-over-year by 30%.

. Reduced expenses by 10% by negotiating with 3rd party providers for

commerce platforms, call centers and drop-shippers to leverage economies

and to align goals.

Director, E-commerce Operations 2000 to 2005 - NY,

NY

. Managed the day-to-day operations of all fulfillment/distribution and

call center partnerships.

. Deployed systems that monitored fulfillment, merchandising and customer

quality assurance.

UncommonGoods 1999 to 2000 - NY, NY

Consultant

. Prepared and reviewed RFPs for 3rd party logistics, supply and service

vendors.

. Created and implemented control procedures for fulfillment of orders,

returns and receipt of goods.

Bergdorf Goodman 1990 to 1999 - NY, NY

Logistics/Purchasing Manager 1994 to 1999

. Managed P&L in excess of $8M and managed 7 direct reports and staff of

100.

. Consolidated suppliers to reduce year over year expenses by 37%.

Business Manager of Alterations 1991 to 1994

. Managed P&L of $6.1M and consolidated supply vendors reducing expenses by

12% or $240K.

. Designed computer-tracking system for production flow and decrease wait

times by 22%.

Credit Administrator 1990 to 1991

. Reconciled bank activity or in-house credit accounts totaling $105M

annually.

Education

College of Staten Island, City University of New York

Bachelor of Science Degree, June 1990, Major: Management/Finance

. Dean's List: June 1988 - June 1990

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