Customer Service Manager

HAJIR BENNETT-MOGHADDAM, MBA

* ******** ****** *******, ** 02451 781-***-**** *****.*@******.***

SUMMARY

Project and business solutions manager with 10 years of leadership and business management expertise

gained from roles of increasing responsibility. Management team leader with strength in integrating

organizational change with business strategies and process improvements. Interested in role as industry

analyst or strategic business technology manager or business analyst for a consumer products, management

consulting, or industry research firm.

Specialize in: ● creating strategy ● managing risk

● improving quality ● increasing caliber of teams

● effectively communicating across management levels and disciplines

PROFESSIONAL EXPERIENCE

NEW BALANCE ATHLETIC SHOE INC., Lawrence, MA

(2008 – 2009)

Business Solutions Manager – Retail

Managed strategy for retail business solutions technology deliverables for customizations, upgrades, and

new software for Retailing from old legacy mainframe systems, including Point-of-Sales (POS), PCI

compliance, and merchandising systems, store directive solution (Visual Retailing) and virtual and print

catalogue solution.

Teamed with Retail business to systematize workflows and strategize future business processes to become

more operationally efficient and poised for growth during a down economy.

Prevented project overruns through controlled capital expenditures in collaboration with Controller and

saved up to $500K in maintenance and services costs.

Negotiated roadmap for moving from current POS and Merchandising solutions and into a product

converged solution using Epicor’s new flagship NSB software.

Negotiated client care agreements and implementation service work orders. Managed conditions for roll-out

of business sensitive initiatives like NB Licensee store solutions deployment.

Researched business intelligence best strategies for retail stores to bring order to a wide range of manual

business processes and disconnected business solution systems.

ADIDAS GROUP (acquired REEBOK INT. LTD., GREG NORMAN, ROCKPORT, ONFIELD), Canton, MA

(2003 – 2007)

Business Systems Project Manager

Managed 6 consultants and vendors in the migration of all Greg Norman business systems in supply chain,

after Adidas acquisition, out of Reebok and into MacGregor Golf Company, including the Warehouse

Management System (WMS), SAP Apparel-Footwear Solution (AFS), SAP business warehouse, Inovis EDI,

and Embroidery systems.

Led a team of 7 analysts and consultants in the strategic integration of the supply chain, including SAP

Sales and Distribution (SD), Apparel Footwear Solution (AFS), and the Warehouse Management systems of

Adidas and Reebok.

Significantly reduced costs by over $1M annually by merging two business systems and processes and

identifying synergies.

Reduced integration planning time table (by 2 months) for the integration effort and completed plans one

month ahead of schedule with minimal resource demands.

Managed Global SAP Customer Relationship Manager (CRM) Customer Service project team of SAP CRM

consultants and internal call center employees. Oversaw ten team members and 85 end-users (customer

operations agents) based in the U.K. Reebok Headquarters. Strategic leadership of highly efficient project

team in developing and configuring product to suit call center business needs, as well as contributed as

technical resource. Responsible for budget of $1.2M.

Successfully evaluated Greg Norman Golf Apparel Embroidery software and delivered the $1M project with

savings of over $2M for Greg Norman operations and customer service. SOX Sarbanes Oxley compliant

roll-out. Directed development of a fully integrated technical solution that seamlessly fit into Reebok’s

existing business systems (SAP SD AFS, SAP Financial, Warehouse system, and Embroidery system),

greatly improving business processes and operations, now requiring minimal full-time production support

staff.

Directed a fully configured effort for the two-year, multi-million dollar WMS for the NFL and NBA product

facility in Indianapolis. Reduced supply chain operational and office staff by 15%, increased manufacturing

and shipping efficiencies, and increased inventory accuracy and on time shipping to 90%. Solution enabled

Reebok to meet increasing customer product demands of 50% for the NFL Onfield and NBA on court

launches.

(2001-2002)

Principal Business Systems Analyst

Head of Rockport IT: Managed two direct reports and led a cross functional team to restructure production

support methodology and systems development life cycle methodology for logistics and warehousing

systems in Unix, Windows, and Oracle. Team achieved highest client satisfaction receiving award.

Improved shipping accuracy by 20%, reduced shipping turnaround times, and attained client and industry

compliance standards. The improvements led to a decrease in overhead costs and less reliance on

software vendor technical support team.

Executed implementation of SAP SD and AFS interface integration for Ralph Lauren Footwear Division.

STERLING COMMERCE - AN AT&T CO. (formerly YANTRA CORP.), Tewksbury, MA

(1999-2001)

Technical Support Engineer

Developing profitable relationships with clients based on excellent customer service and technical support.

Partnered with clients to achieve systems continuity and operational uptime requirements by engineering

solutions to technical problems.

Implemented corporate Customer Relations Management system that improved technical support

productivity and customer satisfaction.

EDUCATION

BABSON COLLEGE, F.W. OLIN GRADUATE SCHOOL OF BUSINESS, W ellesley, MA

Master of Business Administration, 2007

BOSTON UNIVERSITY, Boston, MA

Bachelor of Science in Biomedical Engineering, 1999

AWARDS

Team of the Quarter at New Balance, Executive Nomination, 2008

Employee Displaying Extraordinary Contribution to the Business at Reebok Int. Ltd., Peer Nomination, 2005

Designed client’s company website www.mitradesigns.com, featured as the cover story for Renovation Style

Magazine, a publication of Better Homes and Gardens Magazine: February 2009

ADDITIONAL EXPERIENCES

HSG HAJIR SOLUTIONS GROUP (Start-up Consulting Firm), W altham, MA

President / Founder (2009 – Present)

ASCEND CAPITAL PARTNERS (Incubator Hedge Fund), Greenwich, CT

Investor Relations (2009 – Present)

LAKSHMI MACHINE WORKS (Chinese Manufacturing Venture), China

Management Consultant (2009 – Present)

ZUDDHA WELLNESS’S NATURAL LIVING, Boston, MA

Market Research (2009 – Present)

LANGUAGES

Fluent Persian, basic Spanish, basic classical Arabic

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