Digital Marketing Customer Service

D J PFLAUM

**** * ******* **** * Chicago IL ***** 773-***-****

BigPictureData.com **@**************.***

FULL-STACK MARKETING PROFESSIONAL WITH 20+ YEARS EXPERIENCE

Objective: to leverage my extensive experience with business fundamentals and digital marketing applications to create and support impactful high-volume marketing campaigns and support operations, sales and customer service efforts within a successful organization.

MOST RECENT EXPERIENCE

Stellar Recognition: Digital Marketing Manager — Chicago, IL 7.10 — 7.24

oExecuted full stack website design, execution and maintenance using Shopify, Shopify Plus, BigCommerce and custom website platforms for 20+ distributor, consumer e-commerce, not-for-profit and wholesale operations.

oLed application development and user experience (UX) design for websites and web-based applications, enhancing user engagement by 25% while cutting the average page load time by up to 75%.

oDeveloped standard Shopify website template for Award Associates of America organization (SportsAwards.biz), lowering average e-commerce site license and maintenance costs by 50%.

oManaged and directed implementation of marketing email systems using MailChimp and Zoho CRM.

oManagement, integration and maintenance of Zoho CRM systems.

oManaged 500,000 ERP customer contact list entries for all markets and directed list cleaning/correction efforts for email and direct marketing pieces, leading to 20% higher email open rates and 100% USPS mail deliverability.

oConnected websites, ERP and email functions leading to improved customer service and sales enablement.

oCreated and supported multi-market marketing campaign playbook/schedule and managed three team members with oversight in deliverables creation.

oEstablished and enforced digital marketing and ERP data standards across multiple markets, resulting in actionable insights and KPI benchmarks and improving efficiency of Senior Management Team.

oDeveloped and automated custom SQL reports using Excel, increasing reporting efficiency by 50% and accuracy by 90%.

oCreated and perfected competitive product pricing schedules for websites using advanced Excel and VBScript, leading to an 80% decrease in customer complaint reports.

oCultivated and supported beneficial relationships with contractors and technical partners, resulting in a 40% reduction in project costs.

oCustomized and delivered new/updated product lines to websites and applications, enhancing product presentation and increasing user engagement by 20%.

oSupervised international marketing associates, improving project delivery timelines by 50%.

oWorked closely with Customer Service to resolve user issues, reducing issue resolution time by 50%.

oDeveloped standard operating procedures (SOPs), user manuals and training videos for marketing operations and customer service, improving process efficiency by 15%.

oManaged DNS, domain, and web server administration, ensuring 99.9% uptime and robust security.

oOversaw web server, website, and email security, successfully preventing security breaches and supporting data integrity.

oManaged affiliate accounts and service relationships, automating purchase/product processes and increasing efficiency by 80%.

oHelped in creating and managing multiple brands across various channels, resulting in a 15% increase in brand recognition and customer engagement.

oManaged company-wide PCI compliance and audits.

Applied Ergonomics: Marketing / General Operations Manager — Skokie, IL 6.16 — 7.21

oLed application development and UX design for BigCommerce and Wordpress e-commerce websites and web-based applications, enhancing user engagement by 45%.and online sales by 80%.

oManaged digital asset development, responsive site design, page flow analysis, content management, site taxonomy, and visual design, enhancing user experience and increasing site traffic by 60%.

oExecuted email marketing, AdWords, Facebook/Twitter ads, retargeting, and SEO strategies, resulting in a 30% increase in online engagement and a 20% growth in marketing list.

oEnsured prompt and exact web maintenance including QA, security, project queue management, project outsourcing, and contractor management, resulting in a 50% reduction in site downtime and 40% improvement in prompt completion of projects.

oIntegrated products into the web, branding, sourcing/evaluation, and competitive pricing models, which led to an 80% increase in product sales.

oImplemented and supported CRM systems, lead routing, and sales process workflows, improving lead conversion rates by 20%.

oProduced copywriting (white papers, blog posts, PR, web content), application wireframes, and art direction, increasing content engagement by 15%.

oIntegrated and analyzed shipping modules, conducted application training, and provided merchandise support, improving operational efficiency by 20%.

oConducted budget analysis, business planning, and KPI creation, enhancing executive decision-making.

oCreation and staffing of in-house retail sales operations.

oManaged company-wide PCI compliance and audits.

KNOWLEDGE BASE / SKILLS

Website platforms

oShopify

oWordpress WooCommerce

oBigCommerce

oOMG / BrightStores distributor sites

oSAGE / ESP

oCustom-built platforms

oSquarespace/Wix/Godaddy managed sites

oPlug-ins/add-ons/customization

Markets

oE-commerce retail

oWholesale

oAssociations and not-for-profits

oManufacturing

oResellers

oAmazon

oProfessional services

oProduct distributors

oFood industry (manufacturing, wholesale, distribution, retail)

oAwards and recognition (retail, wholesale, distribution)

oHome furnishings (retail, manufacturing, commercial)

Advertising

oSEO

oGoogle Shopping

oAmazon

oGoogle AdWords

Domains

oDNS management

oEmail security and validation

Programming/development technology

oMarketing Automation

oWebsite/Email/Application Security

oAI

oLiquid for web

oPHP

oHTML

oPython

oSQL

oCPanel

oAdobe Creative Suite

Applications

oProject management: Asana, Clickup, Monday, Slack

oPIM: PromoStandards, Punch-outs, Pimly

oZoho

oGSuite

oGoogle Analytics

oGoogle Search Console

oYoast

oSemrush

oChatAI

oPython

oCustom applications

oMicrosoft365

oEmail service providers

oCRM

oGuru-level Adobe Creative Suite

oSQL Studio

More skills

oWeb hosting/maintenance

oPrint production

oArt: raster and line art renderings, edits and retouching

Services

oFull-service website integration

oMigration from current service

oBuild from scratch

oFunctional and aesthetic UX designs

oApplication setups/builds

oMicrosoft365 suite

oSharepoint

oEmail services

oFull-service CRM integration

oApplication development/maintenance services

oOutsourced production services (art, data entry, etc.)

oProduction services management

oSecurity consultation

EDUCATION

University of Illinois at Urbana-Champaign December 2002

BS Engineering/Computer Science Finished

GPA 4.0 on A = 5.0 scale. Primary focus: Programming, Development, Data Analysis, Advanced Statistics

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