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Customer Service Cross Functional

Location:
Hunt Valley, MD
Posted:
August 09, 2023

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Resume:

ALLANTÉ HARRISON

***** ********** ***, *** ***, Cockeysville, MD 21030 · 443-***-****

adysy6@r.postjobfree.com

Dedicated Brand Manager successful at workflow planning and execution and boosting productivity through innovative management and mentorship. Well-coordinated in keeping teams motivated and on-task to meet aggressive deadlines. Focused, proactive, and attentive to changing company, project, and customer demands.

EXPERIENCE

MAY 2021 – JUN 2023

STRATEGIC BUSINESS ANALYST, McCormick

Create and execute customer marketing plans to build awareness and brand equity of assigned brands and portfolios and ultimately grow business.

Develop annual customer marketing plans for assigned brands and present to divisional leadership.

Measure and report key performances indicators.

Lead projects across commercial (marketing and sales) and cross functional teams and provides coordination with internal (i.e., cross functional project teams) and external partners (i.e., agencies, brokers, customers) and presentations to these groups.

As such, provides tactical coordination with internal (i.e., cross functional project teams) and external partners (i.e., agencies, brokers, customers) and presentations to these groups ensures alignment of tactics with volume and profit growth objectives.

Responsible for customer marketing and promotions management inclusive of major events/sponsorships and forecasting including analysis (us, comp, best in class) and customer & consumer communication.

JAN 2021 – MAY 2021

ASSOCIATE PRODUCT MANAGER II, McCormick

Analyze business performance to deliver forecast accuracy, execute day to day business management, diagnose challenges, and identify growth opportunities.

Understand dynamic food industry landscape to define and implement strategies that consider the needs of McCormick, our customers and our consumers.

Lead, collaborate and gain alignment from key internal and external stakeholders from supply chain, operations, product development to field sales and customers to develop and execute strategies that achieve business goals.

Manage P&L of segment(s) to achieve top and bottom line goals via strategic product choices, Waste management, and CCI strategies.

Identify communication needs and coordinate with Marketing Excellence/Agencies partners to deliver goals.

Identify product design needs such as brand renovation, packaging and or product innovation and lead cross-functional teams to execute.

Prepare commercial plans and present to senior leadership and external partners as needed for alignment.

Provide strategic and tactical coordination with Marketing Excellence, EComm, Culinary, Graphics, Legal, Consumer Insights, Sales, Finance, Procurement and Supply

AUG 2017 – DEC 2020

BRAND STRATEGIST MANAGER, stanley black & Decker

Manage a project budget of $1M

Generate new assets by developing special projects for new and existing retail customers.

Test and optimize organic and paid acquisition channels, including content creation and curation, pay-per-click, event, social media and lead generation campaigns.

Collaborate with Channel and Digital Marketing Managers to coordinate marketing activities focused on successful promotion of DEWALT products.

Analyze consumer behaviors and market trends, adjusting email and advertising campaigns based on current knowledge.

Execute optimal sales strategies to achieve commercial goals for all markets.

Measure and report on marketing campaign performance, gained insights and comparative results against goals to identify successes and areas for realignment.

Partner with product development team members to optimize product specifications.

Direct preparation of marketing collateral, including descriptions, photographs and copy for print and digital needs.

Develop, maintain, and strengthen strategic partnerships with internal and external customers.

DEC 2015 – AUG 2017

SENIOR SALES OPERATION ANALYST, Stanley Black & Decker

Responsible for project management flow of finished goods through the distribution network to the customer.

Distributed the Consumption Report for to alert planners and management of possible oversells.

Maintained accurate daily logistic reporting to communicate business needs.

Reviewed and managed Compliance each month – Fill Rate, On-Time, ASN Timeliness & ASN accuracy.

Implemented Promotion and New Product Execution, through collaboration with cross functional teams to ensure a timely and successful launch.

Analyzed Inventory records and level set discrepancies.

FEB 2013 – DEC 2015

SALES OPERATION ANALYST, stanley black & Decker

Managed Daily Sales Orders to ensure accuracy and timely processing.

Partnered with Cross Functional Teams, including Distribution, Channel, CFS, Customer Service, and Sales to align on business strategies.

Generated Daily & Weekly Reports to analyze root cause to service level and SKU cuts.

Maintained and updated sales logistics statistics for distribution to upper management.

Managed Sales Department's workflows to aid in effective operations.

Assessed job roles and responsibilities for Supply & Demand to ensure alignment with organizational sales strategies.

Collected and analyzed Sales data to strengthen understanding of client purchasing habits.

MAY 2011 – FEB 2013

SENIOR CUSTOMER SERVICE REPRESENTATIVE, stanley black & Decker

Collected customer feedback and recommended procedural or product changes to enhance future service delivery.

Consulted with customers to determine best methods to resolve service and billing issues.

Cross-trained staff members, resulting in 25% increase in customer satisfaction ratings.

Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Reviewed customer data to assess current issues and determine potential solutions.

Reduced process lags and effectively trained team members on best practices and protocol.

Addressed customer service inquiries quickly and accurately.

AUG 2008 – MAY 2011

PROJECT COORDINATOR, Iron Shore Contracting, LLC

Prepared presentations for customers and staff members detailing project scope, progress and results.

Implemented procedural updates to correct deficiencies and improve operations.

Set project goals and schedule with owners and team members.

Oversaw adherence to project timelines and budget constraints.

Assembled briefs and prepared PowerPoint presentations.

Simultaneously managed workstreams for both recurring and special projects.

Documented project labor hours and expenses.

Prioritized needs and delegated assignments in order to handle multiple projects simultaneously.

Evaluated, monitored and reported on work progression, while ensuring all tasks were conducted in compliance and in line with man-hour budget.

Maintained project schedules by managing deadlines and adjusting workflow as needed.

Introduced change improvement plans to ensure process alignments with specific goals, methodologies and initiatives throughout management office.

EDUCATION

MAY 2006

BA IN POLITICAL SCIENCE, Towson University



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