Customer Service Manager

Nada Elkady

**** ********** *** . *** **** PARK, NY 11040

Cell: 201-***-**** . Home: 516-***-**** . Email: ****.******@*******.***

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Ecommerce manager with strong strategic, analytical and operational

experience in the creation, implementation and measurement of profitable

marketing and ecommerce initiatives. Demonstrated strength in understanding

metrics, ROI, P&L accountability, cross-functional leadership, feeds

distribution, online marketplaces, comparison shopping, SEM and landing

page design and testing.

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Partsearch Technologies, New York, NY July 2009 to Present

Senior Manager, Ecommerce

Responsibilities:

. Define and manage annual budget, emarketing spend and P&L goals for

Online Markets

. Work with Merchandising, Vendor Relations and Data teams to create and

implement operations that would guide the vendor acquisition to online

marketing process

. Grow the online markets/data feeds business by 40%

. Maintain a 12% ad spend ratio

. Manage and Grow SEM while maintaining ad spend

. Manage and Grow Shopping Search Engine Marketing while maintaining ad

spend

. Develop email marketing strategy, planning and operations (including

deployment)

. Strategic planning for interaction with the customer

. Redesign reports to meet the constantly changing business needs of a

$30M/year website, www.partstore.com

Accomplishments:

. Grew the online markets business from $360K/year to $3.5M/year in 9

months

. Analyzed web analytics and customer behavior to create new SEM landing

pages that improved conversions by about 20% and generated 15% increase

in sales

. Worked with Web Development and Database teams to regenerate data feeds

for Google Product Base and increased sales by 180%

Partsearch Technologies, New York, NY August 2008 to July 2009

Manager, Ecommerce

Responsibilities:

. Define and create reporting/analysis for key performance indicators

. Develop new distribution channels to drive revenue

. Manage a team of two people in online marketing operations and analysis

. Maintain, track, and grow SEM campaigns with Google, Yahoo and MSN

. Work with other functional teams to define and implement new marketing

campaigns

Accomplishments:

. Managed ecommerce marketing campaigns to support a $27M/year business

. Defined business requirements and worked with software developer to

create a new application that would support a new online markets revenue

stream

. Increased sales by 2300% in the new revenue stream

. Hired and managed a team of 3 customer service representatives in the

call center to support the new business

. Created workflows and designed operational processes for the new team

. Hired a team of 2 analysts and trained them in analysis, reporting, and

SEM campaign growth and management

. Improved contribution margin by almost 50% in one year by driving

conversions and reducing costs

. Defined the restructuring strategy of approximately 1 million Google Ad

Words across hundreds of campaigns and thousands of Ad Groups

NADA ELKADY

CELL: 201-***-**** . HOME: 516-***-**** . EMAIL: ****.******@*******.***

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Partsearch Technologies, New York, NY January 2007 - August 2008

Ecommerce Marketing Analyst

Responsibilities:

. Analyzed and reported on daily and weekly site metrics (revenue, ad

spend, conversion rate, visits, ROI, contribution margin)

. Conducted ROI, ROAS, GM, CM, and conversion analyses and provided

recommendations to improve marketing campaigns

. Provided ongoing analysis and communicated

results/conclusions/implications/strategic planning for the business

. Provided detailed reporting and analysis after new marketing strategies

were implemented

. Worked with Merchandising Team to identify top performing products and

promoted them through various marketing programs

. Worked with the Business Development Team to identify top commercial

industries, helped to devise plans for marketing campaigns and created

reports to monitor performance

. Managed product data feeds for comparison shopping sites

Partsearch Technologies, New York, NY January 2006 - January 2007

Business Analyst

Responsibilities:

. Worked with business owners to understand business needs, identify and

analyze the source of business/system problems and recommend viable

solutions

. Developed and documented business requirements for system and/or process

changes

. Articulated complex projects and status updates in writing to both

Business and Technical personnel

. Created business process documents and use cases that detail user

requirements

. Provided ongoing production support including replying to user issues and

resolving issues with various teams as well as communicating to users

upon resolution

Other Work Experience:

OCTOBER 2003 - JANUARY 2006

2nd and 3rd Grade Teacher

September 2001 - October 2003

Assistant Principal

September 2000 - September 2001

1st Grade Teacher

September 1995 - June 1996

3rd Grade Teacher

Education

MS, Education, CUNY Hunter College 2002

BA, Education and Psychology, CUNY Hunter College 1995

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