Customer Service Management
Resume:
Susan Musman
Email: *********@********.***
Address: **** ******** ****
City: Oceanside
State: NY
Zip: 11572
Country: USA
Phone: 516-***-****
Skill Level: Management
Salary Range: $130,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
SUSAN MUSMAN
3245 Benjamin Road
Oceanside, NY 11572
Email: *********@********.***
Cell: 516-***-****
Home: 516-***-****
MARKETING OPERATIONS PROFESSIONAL
Marketing Production eCommerce Customer Service Media Relations
Operations professional with 10+ years of operations leadership experience and success at directing e-commerce, customer service, and marketing operations. Skilled in leading high profile process improvement, streamlining, cost reduction, and quality control initiatives.
Consistent record of exceeding financial goals, realizing cost savings, and improving internal and external service levels. Respected for analytical abilities, creative approach to problem solving, and the ability to simplify complex business challenges and attain visible and measurable results. Strong management and mentoring skills.
KEY AREAS OF EXPERTISE
* Customer Service / Production Operations
* Quality Control and Cost Reduction
* Project Management and Scheduling
* Cross-Functional Team Building
* Change Management
* Client Service Delivery Management
PROFESSIONAL BACKGROUND
LIFEWATCH USA - Lynbrook, NY 2012 to 2013
Marketer and direct/indirect reseller of medical alert systems for senior citizens
Director of Operations
Direct the company's overall operations and procedures, reporting to the CEO. Functional responsibility for inventory management, human resources, customer service, eCommerce (lifewatchusa.com), and media relations. Ensure the operational success of the company through exceptional leadership.
* Trusted advisor guiding the company towards growth, establishing better customer and inventory tracking systems, and improving internal communications.
BOOMBOX INC. - New York, NY 2011 to 2012
Digital advertising agency specializing in email, micro-sites, app development, and video production.
Director of Production Operations
Directed a team of 4 project managers, 2 copy editors, and a production artist to ensure efficiency of resources, satisfaction of customer requirements, and smooth business operations, while meeting changing business needs of the company. Functional areas of responsibility included project management, production, copy editing, scheduling, and resourcing of creative services.
* Implemented a new project management system companywide, which created standardized processes, improved time tracking, and allowed for more efficient allocation of resources.
JOMASHOP.COM - Brooklyn, NY 2010 to 2011
Wholesaler and eCommerce marketer of luxury watches and gifts
Director of Fulfillment Operations
Facilitated the flow of information and communication from the warehouse to all company departments.
* Improved the response time for Customer Service queries from days to within 30 minutes.
* Introduced new workflow procedures for Marketing promotions, thus enabling quicker shipment of goods.
* Implemented better tracking methods for the movement of watches from the warehouse to departments.
ALLIANCE TIME (a division of Mont D'or of America) - New York, NY 2008 to 2010
Wholesaler and eCommerce marketer of luxury watches with two watch retail websites: watchery.com and ashford.com
Director of Web Content Development and Customer Service
Hired by the Chief Operating Officer (1) to improve the efficiency of the company's in-house watch repair center, and (2) strengthen the company's retail division by assisting the Marketing department in improving online images and content.
* Installed a Digital Asset Management (DAM) system housing over 15,000 images.
* Built a quality in-house photo studio and photo retouching process.
* Cut turnaround time in half for listing new products on websites; improved quality of product descriptions by researching, expanding, and "personalizing" content.
BOOKSPAN - Garden City, NY 1993 to 2007
A Bertelsmann/Time Warner partnership (formerly Doubleday Book Clubs and Book-of-the-Month Clubs)
Senior Vice President, Creative Operations (2006 to 2007)
Vice President, Creative Operations (2000 to 2006)
As a member of the Senior Management Team of this $600 million direct marketer, managed 10 creative operations and customer service departments, with responsibility for 120+ staff members, a $7 million departmental budget, and overall process and workflow for 5,000+ advertising campaigns per year.
Functional areas of responsibility included promotion production, pre-press, photo studio, MAC support, copy editing, traffic, scheduling, materials resources, and Internet creative services. Credited with improving on-time delivery and accuracy of advertising campaigns.
* Managed the integration of acquired book clubs into current operations as a result of the merger with Time Warner (2000) and the merger with New Bridge Publishing (1995).
* Built and managed a prestigious Customer Service unit supporting external clients as well as internal Marketing, Editorial, and Creative departments.
* Captured $1+ million in cost savings by reducing catalog size, procurement of different grades of paper, and through aggressive vendor negotiations.
* Oversaw development of interactive online catalogs for 3rd party clients, using latest Flash technology.
* Project lead in formatting virtual catalogs; a collaborative effort between MAC publishing, IT, and marketing.
* Project lead in the design and implementation of a proprietary content database that centralized storage for easy retrieval for online and offline needs.
* Managed departmental budget, achieving 15% under budget performance in three of last four years.
Senior Director, Marketing Services, Planning & Analysis (1999 to 2000)
Director, Promotional Planning & Analysis (1997 to 1999)
Assistant Director, Media (1995 to 1997)
Manager, Print Media (1993 to 1995)
MEDIA PROFESSIONALS - Long Island, NY 1991 to 1993
Media Director
OGILVY & MATHER - New York, NY 1981 to 1991
Vice President, Media Director (1985 to 1991)
Assistant Director, Media (1984 to 1985)
Media Planner (1981 to 1984)
EDUCATION / AFFILIATIONS / TECHNICAL SKILLS
MBA Program, completed 50% of MBA requirements - St. John's University, New York, NY
Bachelor of Business Administration, minor in Advertising - Baruch College, New York, NY
Member, National Association of Professional Women
Computer Skills: MS Word, Excel, PowerPoint, Keynote, iPhoto
COMMUNITY INVOLVEMENT
WAR VETERANS WATCHMAKER TRAINING PROGRAM - Oceanside, NY 2007 to Present
Executive Director
Created and launched the Watchmaker Training Program for War Veterans. Collaborated with jewelers, watch manufacturers and service centers, watchmaker schools, and VA Hospitals to enlist their support and identify qualified candidates. Initiated PR campaign for participation and funding.
Developed content and design for the website (vwmi.org). Liaison between veterans, schools, jewelers, and veterans associations. Successfully placed veterans in schools and apprenticeship positions at local jewelers.
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