Manager Customer Service

OBJECTIVE: Seeking a position in the discovery, implementation and support of business solutions and transformation, utilizing project management, technical, leadership, creative and analytical strengths to support company initiatives.

HIGHLIGHTS OF QUALIFICATIONS

- Strategic and resourceful; hands-on in execution of business development, researching, identifying and implementing multiple web solutions

- Exceptional project management and multi-tasking skills; simultaneously manages multiple projects, people and processes, ensuring timely delivery and on budget in a fast paced work environment

- Highly self-motivated and great team player with the ability to effectively prioritize and execute tasks in a high-pressure environment

- Strong leadership skills in management and training of cross-functional teams, identifying weaknesses and strengths as opportunities

- Outstanding analytical skills and attention to detail; creative, insightful and innovative

- Effective interpersonal skills with business stakeholders, clients and development teams; ability to speak in both technical and non-technical terms to the right audience, leading teams through change.

- Excellent communication and presentation skills; both oral and written, in addition to having skills and experience in developing and delivering online and live training to internal teams and clients at appropriate levels. Additionally, have experience in speaking in public forum to large audiences in launch and support of technical systems

- Solid knowledge of software development lifecycle; best practices and methodologies in quality assurance

- Tremendous aptitude for learning; takes the initiative to learn new programs and processes quickly

- Technical Skills; includes MS Word, Excel, PowerPoint, Outlook, Access, Microsoft Project, Lansa Client, Photoshop, Dreamweaver, Jira, Google Analytics

WORK HISTORY

lia sophia Inc 2012 - 2015

Senior IT Business Analyst/Web support

- Owned all implementation and maintenance of sites, web applications, technical products and mobile apps in support of Canadian initiatives and objectives.

- Acted as the primary liaison between the business and solutions management/development during development lifecycle.

- Reviewed and documented internal processes, recommending and implementing change to support client needs and system development; included creation and delivery of procedures documentation, training and support documentation

- Analyzed systems and web applications, cross-collaborating with business stakeholders, to identify issues and opportunities; created and implemented strategies for resolution.

- Facilitated requirements gathering, ensuring they met client and business needs, liaising with legal and business teams, while warranting the project scope is within budget.

- Performed all user acceptance and quality assurance testing; developed business cases and created and executed test plans to ensure business and functional requirements were flawless. Utilized Jira to liaise with internal and 3rd party development teams in analyzing and resolving issues and determining release scheduling.

- Identified, assessed and prioritized all risks prior to project implementation, coordinating resources to minimize risks, determining strategies to manage risks during post-implementation.

- Created and executed all client and internal communication and training for implementation of all technical deliverables.

Provided various reports for sales and marketing on sales and sponsoring performance. Extracted data and analyzed results, identifying areas for system improvement, in addition to making recommendations for future promotion/programme strategies.

- Produced and delivered all e-communication including client emails, monthly e-newsletter, public website content, client websites content, social media monthly updates.

- Developed and implemented CASL Compliance Legislation; worked with legal and development to assess systems, user needs and processes in creating a 3-year strategy, including all e-communication.

- Improved Systematic Tax Compliance through development and delivery of process to support Canadian native tax exemption laws on client Intranet which resulted in customer retention, satisfaction and growth, with an increase of sales by 10%.

- Volunteered with DSEF (Direct Sellers Education Foundation) to speak at career event for students.

PartyLite Gifts Ltd 2000-2012

Manager, Web Services, Development & IT

- Directed, mentored and coached cross-functional team in support of all corporate applications

including implementation, administration, monitoring, support, and problem resolution activities.

- Partnered with business teams and users to gather and document all requirements to formulate business specifications and, working with development, translated those into business functionality.

- Aligned business teams, stakeholders, management and executive teams in identifying business needs and development of solutions. Facilitated meetings to continually communicate progress and build consensus to move project to completion.

- Extracting information from various databases, using multiple analytical tools, identified analyzed and reported metrics and developed system problem resolutions.

- Created and delivered surveys on various existing web applications; analyzed results in determining how clients use technology to support their business. Identified areas of opportunity for enhancements.

- Consistently collaborated with cross-functional teams (sales, marketing, finance, IT, development)and 3rd party vendors to define and execute company’s technical solutions.

- Through Google Analytics, created metrics reporting, analyzing sites activities and behaviours,identifying areas of opportunity and successes; presented to management in monthly meetings.

Managed vendor relationships with development of client sites. Created and delivered training in support of new applications to both internal support teams and clients.

- Served as Canadian representative on Worldwide Governance committee for business systems and sites development; reviewed and prioritized all system needs for Canada.

- Crafted and delivered all e-communication to clients and customers, including emails, e-newsletters and postings on client portal and client websites.

- Orchestrated successful planning and execution of strategy to increase e-newsletter subscribers by 30%.

- Spearheaded development and implementation of internal process for enabling users to send IT requests through tracking / ticketing system, ensuring visibility and prioritization of all IT projects and issues.

Manager, E-Business, Operations & IT

- Engaged business managers, developers and clients to build consensus in architecting solutions for further development of Extranet, Intranet and Internet systems. Included detailed analysis and reporting, in discovery of new opportunities.

- Lead a cross-functional team in the implementation and support of all technical deliverables across the Canadian organization.

- Elicited requirements using interviews, document analysis, meetings, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis. Included project scope, roadmaps, budgeting and prioritization.

- Designed and executed test plans to ensure that business requirements and functional specifications were implemented accurately and met objectives.

- Gathered and interpreted project requirements in order to deploy resources in the most efficient and cost effective manner.

- Working with multiple databases, extracted information to provide various reporting needs for sales and marketing; included development of subscriber lists, promotion results, targeted promotional campaigns.

- Created and delivered pre and post launch training to internal teams and clients on technical implementations.

- Crafted training on various applications; delivered at annual conferences to clients in efforts to understand and elevate use of applications to build their business.

- Developed online surveys to gain understanding of user’s technical and business needs; analyzed results to determine requirements for new applications and enhancements to existing to ensure exceptional user experience.

- Monitored KPIs on corporate and intranet sites. Using Google Analytics created and delivered monthly reports, identifying triumphs and areas of opportunity.

- Reviewing and documenting existing workflows, created/delivered training to internal teams and clients.

Supervised, mentored and cross-trained multidisciplinary team members. Included hiring of contract employee to administer online catalogue, which generated a company cost savings of over 70%, by reducing the cost of 3rd party development.

- Initiated and executed strategy to restructure current e-business / operations department to support needs of evolving web-based business.

- Mentored and trained a Customer Service employee into a Business Analyst role, and a Data Entry Clerk to an IT Specialist, in the necessity to support company’s technical initiatives.

- Developed and deployed online surveys to clients; evaluated results to identify areas in which Internet, Intranet and Extranet systems could be enhanced to increase productivity and service levels.

- Integral member of cross-functional task force in e-commerce collaborative effort; assessed current systems and sites, created and implemented strategy for e-commerce system enhancements; increased Web site subscribers by 30%, site visits by 17%, conversion rate by 15% and boosted e-marketing traffic by 319%.

- Volunteered with Youth in Motion, a mentoring programme for youth under 20 years.

Manager, Extranet & Marketing Communications

- Directed and partnered top-notch marketing and e-business teams, in creation and execution of all print/web collateral and web initiatives.

- Managed the process in defining all application and platform needs and functionalities.

- Collaborated with cross-functional teams in formulating and compiling documentation on marketing strategies; identifying and implementing opportunities to support corporate goals.

Inspired and collaborated by liaising with clients and internal teams to aid in the completion of projects. Identified risks and developed appropriate mitigation plans over the project lifecycle.

- Drove planning and launch of Intranet, including strategy for developing/promoting business reporting, resources and tools on Intranet.

- Established field task force to assess monthly mailing package content and delivered recommendations for enhancements; minimizing content to reduce costs while increasing effectiveness.

- Introduced corporate guidelines for administration and consistency of content management on intranet.

- Worked with charity partner, Children’s Miracle Network, at various corporate events, supporting their fundraising needs by providing logistics for various fundraising initiatives.

Manager, E-business

- Managed design, development, and implementation of all Canadian web sites and applications.

- Instituted user testing of all new e-business enhancements and interacted with business managers, developers and users to develop web solutions for further defining requirements of new internet functionality via extranet, intranet and consultant-replicated web sites.

- Provided the analysis link between the business users and system developers to ensure applications successfully matched needs.

- Ensured that project status, issues and successes are communicated to business teams, stakeholders, sponsors, steering committee and all levels of management and documented appropriately.

- Strategized and administered all e-communication to clients and internal employees including development and delivery of training on web site and application enhancements.

- Developed and executed strategy for driving traffic from top field sales force to intranet system, leading to reduction of inbound calls by 30% to customer service.

Additional experience at PartyLite: Extranet Manager, Technical Sales Support Specialist, Order Processing/Operational Accounting Supervisor.

EDUCATION

- Professional Development & Certifications

Certified e-Learning Specialist – Langevin – create and implement e-learning strategy

- Managing Multiple Projects – Skill Path – organizing multiple projects with conflicting deadlines

- Personal and Professional Development - Imagine 21 – Pacific Institute – adapting to change, setting goals

- Developing People Skills – Performance Motivators Canada – Team Leadership, goal setting

- Breakthrough Leadership: High Performance Leadership – Warren Conference Center in Boston, MA – Team building, group problem solving, trust valuing

Arts Degree, Illustration & Fine Arts – Ontario College of Art and Design

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