Customer Service Manager

Daniel H. Girardi

• E: **********@*****.*** • M: 201-***-**** • North Bergen, NJ (Willing to Relocate)

Project-oriented Business Analyst with 3 years of experience in Business Development and Quality Assurance for a multinational retailer. Focus on initiatives to improve process efficiency, information integrity, and project scoping. Executes projects and initiatives systematically, and proactively searches for problems and opportunities. A self-driven professional with a policy for no loose ends operations, effective communications, and constant learning.

Proficiencies:

• Production-Phase Test Design • Test Script Creation & Editing • Streamlining Operations

• Operational/Functional Requirements Collection • Detailed Reporting & Logging • Sales Metrics and Analysis

• User Acceptance Testing (UAT) • Serving as Liaison • Leading Teams

Employment & Accomplishments:

Quality Assurance Analyst • the Vitamin Shoppe • North Bergen, NJ • May 2015 - Present

Project Involvements: EMV Chip and Pin POS Update, OMS Integration to Updated POS, Network Update

Interviewed Multiple IT Supervisors, Reviewed Highlights from PM, and added Known Operational Requirements to Create Test Scripts for production testing of 41 Software Capabilities for national retail store’s Network Update

Analyzed Business Requirements Contract and its Transactional Process Flow Charts to Create 24 Test Scripts for Pre-Production Phase Testing of EMV Point-of-Sale technology

Created Zero-Impact Test Design for POS EMV Software Pre-Production, and Network Update Testing

Created Test Scripts for Software and Hardware Platforms (POS, Register, Thin Client, Office 365, etc.)

300+ Logged POS/OMS/Pin Pad Hardware and Software Errors through UAT

Standardized Reporting through Daily/Existing Error Reports to Manager of Store Applications

Served as Liaison with Aptos PM, Chase Representatives, Store Operations Teams, Technical Resources, and Store Systems Management to resolve issues or evaluate technology effectiveness

Instructional Documentation Developed for Application Testing for Store Managers to enable any store manager to perform the testing during the proof of concept phase

Completed SVS, OMS Ecommerce Integration, Sales Audit Translates, Cash Management, and EMV Certification Testing

Assistant Business Development Manager • the Vitamin Shoppe • NJ District • June 2013 – April 2015

Created Zero-on-Hand Inventory Spreadsheet development that was sent by DM to all other stores to track shrink-derived financial losses, and shrink item and loss trends over the course of the year

Exceeded Sales Goals in Less than 2 Months at Edgewater, NJ store after over a year of the store not reaching sales goals through three Business Development Initiatives

Executed Promotional Event with 110% to Expected Vendor Turnout through B2B relations marketing

Led Multiple Daily Priority and Sales Strategy Meetings to Staff to define actionable personal and team goals, and to present overall store standing

Optimized Project Completion Efficiency by generating and analyzing sales metrics from POS reports

Senior Call Center Associate • Ramapo College of New Jersey • Mahwah, NJ • September 2011 – September 2012

Created customer support documentation for Call Center Associate training, Ticket Management, and Customer Service Efficiency

Led teams of four to seven student aides to perform technology hardware transfers and storage

Tasked with computer lab monitor change compatibility testing

Assisted professors and students with technology issues in classrooms, computer labs, and offices

Education:

B.S. Business Administration with Concentrations in Management and Marketing • 2014

Montclair State University, NJ

Primary Courses: Operations Analysis, Statistics in Business, Spreadsheet Modeling for Business Decisions, Market Research, Negotiations, Marketing Strategy & Implementation, Applied Business Strategy, Intro. to Internation Business

Technical Software & Business Skills:

• Aptos POS 6.2 and 6.4

• Spreadsheet Develop.

• Analytics (SPSS)

• Detailed Reporting

• JDA

• Kronos

• IT Helpdesk Customer Service

• Microsoft Word, Outlook, Excel, Access

• Enfatica Task Manager

• Task Delegation

• Inventory Mgmt.

• Associate Training

• Dietary Supplement Knowledge

• Problem Resolution

• Delivering Branded Customer Experience

• Loss Prevention

Contact this candidate