Customer Experience Project Management

Tad Andrews

DENVER, CO ***********@*******.*** 904-***-**** linkedin.com/in/tad-andrews-a8278a72/

BUSINESS MANAGEMENT

Product Demonstration Negotiation Team Collaboration Data Analysis Project Management

Successful & strong ecommerce leader with experience in client engagement and communicating empathetically to foster strong-lasting relationships, while collaborating cross-functionally with teams to build teams, drive sales, increase brand awareness, and maximize profitability. History of mentoring, training, and guiding customers to achieve desired outcomes, leading to higher retention. Leverages organization, business strategy, and creativity to provide best in-class services for stakeholders, elevating the customer experience and boosting self-reputation from raving reviews. Key strengths include staff development, solutions and product management, demo presentations, and the ability to align company plans and clients' goals into comprehensive business strategies.

Professional Experience

FANATICS, INC. Florida August 2013 – March 2024

SR BUSINESS MANAGER January 2015 – March 2024

•Developed teams to manage an extensive client for the biggest names in sports and retail and curating complex catalogs in e-com.

•Monitored product performance to identify potential roadblocks and proactively propose solutions to mitigate negative outcomes.

•Oversaw the end-to-end process for campaigns and projects, ensuring a timely delivery within scope and on budget.

•Collaborated cross-departmentally with internal team members to ensure plans were efficiently executed.

•Led comprehensive marketing and communication strategies designed and tailored to individual clients.

Key Achievements:

Grew net demand 10x in my time leading Connected Commerce for Fanatics, developing a catalog curation process in e-com.

Grew Connected Commerce business from 20M – 250M in gross demand from 2015 to 2024, monitoring process set-up, hiring, and developing Account Managers to run additional partners.

PRODUCT MANAGER August 2013 – December 2014

•Led cross-functional teams to achieve head-of-schedule launch for CRM based systems.

•Partnered with Operations and Logistics departments to better analyze cuts, cancels, and ship on time reports.

•Launched Fanatics on-line chat, social customer care, and the executive fan relations teams, improving efficiency and awareness.

Key Achievements:

Increased customer satisfaction by 30% while driving repeat business.

Decreased cuts and cancels by 25% YoY and handled late deliveries to improve the customer experience.

Maximized processes in the most efficient and least costly way to handle customer inquiries, decreasing spend for CS.

SALES MANAGER, Convergys Florida September 2008 – August 2013

•Launched international call centers for AT&T to assist with customer communication and support initiatives.

•Helped structure operational organization and report out KPIs, forecasts, and budget goals to internal and external stakeholders.

Key Achievements:

Oversaw Sales training and performance metrics for 250 new agents, reporting to C-Suite stakeholders, exceeding KPIs for International Call Center openings.

Core Competencies

Initiative, Attention to Detail, Cross-functional Collaboration, Emotional Intelligence, Adaptability, Building Rapport, Written/Verbal Communication, Customer Experience (CX), Empathy, Relationship Building, Active Listening, Time Management, Customer Service, Workflow Management, Customer Relations, Self-motivated, Group Event Planning, Data Entry, Multitasking, Editing & Proofreading, Curriculum Design, Public Speaking, Training/Coaching, Organization, Operational Efficiency Microsoft Office Suite, IEX, Oracle, Verint

Education & Certificates

Bachelor of Art (BA), Advertising & Public Relation, University of West Florida

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