INNA GELFOND

Monroe Twp., NJ adzmrm@r.postjobfree.com www.linkedin.com/in/inna-gelfond/ 848-***-****

Manager, eCommerce Operations and Customer Engagement

A highly adept and outcome-driven technology professional, combining over two decades of hands-on expertise in eCommerce and Digital Experience leadership within the fast-paced corporate realm. Proficient at collaborating across cross-functional and business teams to enhance the customer journey and drive revenue growth and compliance. Proven track record in operational leadership, nurturing valuable relationships, efficient scope management, and providing technical and production support. Recognized for successfully managing critical incidents and leading process improvement initiatives. Self-motivated, team-oriented, and diligent, possessing exceptional interpersonal and communication skills, adaptability, and a proactive approach. Well-versed in Agile methodologies and deeply committed to driving customer success.

CORE STRENGTHS

• Production Support Management • Incident Management • Scrum Master

• Service Improvement • Project Leadership • Process Improvement

• Performance Optimization • Customer Experience Optimization • Client Account Management

• Digital Feedback • Vendor Relationships • Loyalty/CRM

TECHNICAL SKILLS

Operating Systems: Microsoft Windows 7/8/10, NT, XP, 2000-2003

Software & Languages: Microsoft Office Suite (Teams, Word, Excel, PowerPoint, Outlook, OneNote), Oracle, SQL Plus, PL/SQL, TOAD, HTML, XML, CSS, LiveMeeting, Google Meet, GoToMeeting, Zoom

Other Tools: Jira/Confluence, ServiceNow, Sumo Logic, New Relic, Akamai mPulse, Quantum Metrics, OpinionLab, SiteSpect

PROFESSIONAL EXPERIENCE

MANAGER, ECOMMERCE OPERATIONS AND CUSTOMER ENGAGEMENT

Bed Bath and Beyond Union, NJ 03/2015 – 07/2023

Led strategic planning, prioritization, and streamlined coordination of operational functions in customer-facing technology delivery. Led and mentored a support team within an onshore/offshore framework, overseeing tasks such as system monitoring, troubleshooting, in-depth technical issue analysis, research, and resolution. Utilized proficient programming and advanced query skills, performed root cause analyses, and successfully identified remedies and potential risk mitigations. Advocated for the team and served as the primary escalation point for customer concerns. Collaborated effectively with Business partners, Engineering, and DevOps teams to drive customer advocacy and elevate customer interactions. Orchestrated a robust process for managing high-impact incidents, ensuring swift service restoration, minimal customer churn, and peak efficiency. Communicated with the Executive team by delivering timely updates and setting achievable projections. Hands-on experience working with relational databases, table designs, and running PL/SQL.

Managed daily operational functions of 10 L1 Support Analysts, both onshore and offshore, across 4 digital channels and

2 countries in system monitoring and issue resolution, offering mentoring, guidance, and subject matter expertise.

Facilitated meetings as a Scrum Master to pinpoint challenges and obstacles assuming direct accountability for end-to-end Agile execution encompassing more than 200 incidents and requests daily using Jira/Confluence software.

Continuously monitored ticketing system analytics to ensure adherence to established Service Level Agreements (SLAs).

Effectively utilized monitoring tools such as Quantum Metrics, Opinion Lab, New Relic, mPulse, and Sumo Logic to analyze customer behavior data, identify trends, pinpoint growth opportunities, and identify cost-saving improvements.

Collaborated regularly with cross-functional teams (Security, Engineering, Marketing, DevOps, etc.) and key stakeholders to resolve impediments and drive customer initiatives within the organization.

Conducted daily status meetings to identify performance issues, and high-priority defects, escalated them to leadership, and offered guidance for efficient resolution and potential process improvements.

Transformed customer feedback mechanisms, translating insights into strategic actions that dramatically cut negative feedback by 50% within 10 months. Leveraged weekly analytics to pinpoint and address key customer concerns.

Collaborated with various teams to synchronize holiday readiness initiatives, ensuring optimal website preparedness for the surge in visitor traffic during the peak holiday season.

Spearheaded the successful launch of various Loyalty programs, including co-branded and private-label credit cards, acquiring over 11 million active loyalty members, and driving company loyalty metrics to new heights.

Oversaw technical and procedural training, coaching, and mentoring of direct reports. Demonstrated adept leadership in spearheading the talent cycle from recruitment to performance management.

Hands-on experience working with relational databases, table designs, and running PL/SQL.

Effectively managed incident response process for multiple high-traffic websites and successfully implemented and coordinated Continuous Improvement Initiative, resulting in a significant 50% reduction in Mean Time to Resolution.

Provided clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these incidents on a timely basis.

Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.

Conducted continuous process improvements by analyzing incident trends and training cross-functional teams, recommending corrective/preventive actions as necessary.

Subject matter expert on A/B testing and the main point of contact for all A/B testing in-takes.

Worked closely with Digital Analytics, and CRM to analyze performance data and metrics to provide valuable insights and growth opportunities that led to increased customer engagement, sales conversions, and revenue.

Defined tests and customer-based segmentation strategies, collaborated directly with UX developers to implement designs and assessed test outcomes to offer recommendations for continuous website improvements."

Significantly contributed to the company's digital transformation process by streamlining operations, initiating service changes, and forging partnerships to enhance the business model's strength and efficiency.

Developed and maintained effective working relationships with the team, and internal partners through exceptional interpersonal and leadership skills, created a positive team environment with a strong employee retention rate.

SENIOR WEB DEVELOPER – ECOMMERCE

Bed Bath and Beyond Union, NJ 08/1999 – 03/2015

Technologies used: C#, ADO.NET, .NET Remoting, Oracle Database, Oracle Stored Procedures, NUnit, PL/SQL, client-side JavaScript, HTML, DHTML, CSS, ActiveX controls.

Worked as a member of the web development team on the design and implementation of the Bridal Toolkit application for the Bridal and Gift Registry for www.bedbathandbeyond.com website to help brides manage and organize all the critical tasks and assist with wedding planning.

Designed and developed a web n-tier application for The Beyond Store Entry Modification Project to simplify and improve the checkout process at the stores. The changes allow multiple coupon entries at the item level and display more accurate expectations to the customer of the delivery time.

Worked as a web development team member responsible for the design, development, and maintenance of the www.bedbathandbeyond.com eCommerce website and other web-based applications.

Managed the successful development and deployment of a new, re-engineered eCommerce website following the acquisition of a national retailer, buybuyBaby Inc.

Assisted in site architecture, development, and launch of www.vendor.bedbath.com, a public web-based eCommerce site allowing outside vendors and merchants to conduct business with Bed Bath & Beyond.

Worked with a team of developers on the Assortment Planning application used by 100 planners to manage the merchandise assortment in the company’s 1500+ stores based on space and other store attributes.

PREVIOUS ROLES

Merial Ltd / Programmer/Analyst Iselin, NJ 04/1999 - 07/1999

Designed and developed an application that enables marketing management to fully configure and administer a variety of types of marketing campaigns.

DesignWrite Inc. / Programmer/Analyst Princeton, NJ 12/1998 - 04/1999 Contributed to the end-to-end creation of INFOLink, an integrated online data system offering access to diverse healthcare info, including associations, clinical research, publications, global meetings, and industry data.

JPMorgan Chase & Co. / Programmer/Analyst Piscataway, NJ 03/1998 - 11/1998

Designed and developed an Actuate-based report server using its Web Agent to generate various types of reports including Accounts, Loans, Sales, Purchases, and Inventories. Responsible for the development and conducting of Baseline and Unit Tests for Y2K.

EDUCATION

Bachelor of Science in Nuclear Medicine Technology - State University of New York at Buffalo, Buffalo NY

CERTIFICATIONS

Certified Scrum Master - Agile Alliance

LANGUAGES

Fluent in English/Russian

Contact this candidate