Customer Operations Service
Resume:
David Thomas
Mission Viejo, CA
m: 864-***-****
********@*****.***
Professional Summary
Vision-driven change agent with career-long record of project management, customer service and experience, operations management, and leadership success for top organizations
Detail-oriented and results-driven Project Manager with over 5 years of experience in IT project management and analytics project development. Seeking to apply my expertise in managing large and complex technology projects, risk analysis, and cross-functional collaboration. Dedicated leader with a proven history of building and motivating high-performing teams that exceed goals and surpass all expectations. Minimize costs by proactively identifying areas for savings and implementing actionable plans. Organized and a keen eye for detail, with demonstrated ability to prioritize and manage multiple projects simultaneously. Leverage strong communication skills to foster long-lasting relationships with colleagues, clients, and stakeholders. Thrive in fast-paced, collaborative, and diverse environments.
Core Competencies
Project Scope
Strategic Planning
Project Management
Cost Containment
Risk Mitigation
Project Planning
Scrum
Workflow Planning
Organizational Skills
Data Analytics
Budgeting/Forecasting
Communication
Critical Thinking
Agile
Collaboration
Professional Experience
Speedo/Pentland North America, Cypress, CA, June 2021 to July 2023
SENIOR MANAGER, SPECIAL PROJECTS AND CUSTOMER OPERATIONS
Employed control over the complete transition of the customer operations department to a new parent company, leading to seamless transition for all customers.
Led project that boosted on-time orders by 17% and reduced shipment errors by 23% in cooperation with new 3PLs.
Led project that moved all Speedo inventory from Nashville 3PL to Cincinnati 3PL.
Managed project to implement new Hybris B2B site for Speedo.com.
Realized a saving of $50k per year in customer operations budget by recruiting and hiring the proper mix of associates.
Designed and implemented a comprehensive employee training plan which led to a reduction in customer complaints by 30%.
Established and tracked customer operations KPIs and metrics, formulated budgets, and reviewed and analyzed customer service data and reports.
Collaborated with executive management to create and update customer operations department policies and systems to meet company objectives.
Accurately estimated project scope, effort, and cost, facilitating precise project planning.
ASICS America Corporation, Irvine, CA
TECHNICAL PROJECT MANAGER July 2016 to May 2021
Achieved measurable success in administering an executive project portfolio consisting of business transformational change initiatives, global systems implementations, and commercial projects.
Navigated complex negotiations with vendors and minimized unnecessary work, leading to a reduction in costs for two office construction projects by 35%.
Executed and delivered a four-year, multi-million-dollar SAP FMS installation across the North American business on time and within budget.
Diminished expenditures for the golf business in North America by $1.5M per year by negotiating a partnership with a third-party vendor to distribute golf shoes.
Sourced and onboarded 3PL to oversee eCommerce customer service, ultimately saving $250k per year.
Spearheaded a large-scale project to upgrade a warehouse which was then able to manage a 200% increase in eCommerce sales.
Implemented project management methodologies, tools, and processes to ensure consistent project delivery and adherence to best practices.
Collaborated with executive leadership and key stakeholders to define strategic objectives, align project portfolios with business priorities, and track progress against targets.
Conducted regular project reviews and assessments to identify areas for improvement, mitigate risks, and drive continuous process enhancement.
Demonstrated specialized expertise in data analytics to manage, coordinate, schedule, and deliver large and complex technology projects across the project lifecycle.
Defined and maintained project scope, ensuring clear objectives and deliverables.
Proactively identified project dependencies and their impact, collaborating with project sponsors to co-create solutions.
SENIOR CUSTOMER ENGAGEMENT MANAGER, November 2011 to July 2016
Provided tactical leadership to a 60-member customer service team in North and South America comprised of wholesale and eCommerce customer service, returns, and inside sales teams.
Organized and executed innovative strategies and initiatives to lead customer service team through a period in which sales increased from $700M to $1.3B.
Forged strong relationships with diverse teams and employees for the purpose of ensuring career goals were achieved, ultimately lowering attrition by 20%.
Lessened customer complaints by 20% through a training plan focused on enhancing customer service and experience.
Piloted the implementation of a third-party customer service center which handled all eCommerce customer service needs, saving $100k per year.
Reviewed, evaluated, and enhanced critical processes which resulted in an improvement in customer service quality by 45%.
Established and tracked service metrics, analyzed results, and implemented changes where necessary.
Previous Experience
AAL and Kim Lighting (Hubbell Lighting, Inc.), City of Industry, CA, January 2007 to November 2011
ORDER SERVICES MANAGER
Managed the order editing and customer service departments for both Kim Lighting and Architectural Area Lighting as well as the quotations department for AAL with annual incoming orders from $80-100 million.
Merged the two customer service departments together to create one unified department that serviced both brands, with a savings of $225k per year.
Streamlined order entry process to reduce orders that needed more information from customers by 35%.
Reduced order entry errors by 50% by implementing new training program along with SLAs for each team member.
Developed and managed a new Technical Services department for AAL and Kim Lighting leading to 25% increase in customer satisfaction scores.
Hubbell Lighting, Inc., Greenville, SC January 2005 to January 2007
SAP BUSINESS ANALYST
Managed order to cash conversion for 4 implementations of differing ERP systems to SAP ECC.
Gathered requirements from business and working with IT teams to ensure SAP was designed to meet business needs.
Wrote test scripts for order to cash.
Monitored and assisted with SIT and UAT testing for order to cash teams.
Managed customer master conversion from old system to SAP.
Managed EDI conversion from old system to SAP.
Education and Credentials
Completed Coursework Toward a Bachelor of Science in Marketing Management
Bob Jones University, Greenville, SC
Technical Proficiencies: Microsoft Office Suite, SAP ECC, Salesforce.com, Microsoft Project, Servicenow, Gantt charts, Tableau, Jira, Smartsheets
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