Digital Marketing Customer Service
Resume:
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 o Executed 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. o Led 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%. o Developed standard Shopify website template for Award Associates of America organization (SportsAwards.biz), lowering average e-commerce site license and maintenance costs by 50%. o Managed and directed implementation of marketing email systems using MailChimp and Zoho CRM. o Management, integration and maintenance of Zoho CRM systems. o Managed 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. o Connected websites, ERP and email functions leading to improved customer service and sales enablement. o Created and supported multi-market marketing campaign playbook/schedule and managed three team members with oversight in deliverables creation.
o Established 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. o Developed and automated custom SQL reports using Excel, increasing reporting efficiency by 50% and accuracy by 90%.
o Created and perfected competitive product pricing schedules for websites using advanced Excel and VBScript, leading to an 80% decrease in customer complaint reports. o Cultivated and supported beneficial relationships with contractors and technical partners, resulting in a 40% reduction in project costs.
o Customized and delivered new/updated product lines to websites and applications, enhancing product presentation and increasing user engagement by 20%.
o Supervised international marketing associates, improving project delivery timelines by 50%. o Worked closely with Customer Service to resolve user issues, reducing issue resolution time by 50%. o Developed standard operating procedures (SOPs), user manuals and training videos for marketing operations and customer service, improving process efficiency by 15%. o Managed DNS, domain, and web server administration, ensuring 99.9% uptime and robust security. o Oversaw web server, website, and email security, successfully preventing security breaches and supporting data integrity.
o Managed affiliate accounts and service relationships, automating purchase/product processes and increasing efficiency by 80%.
o Helped in creating and managing multiple brands across various channels, resulting in a 15% increase in brand recognition and customer engagement.
o Managed company-wide PCI compliance and audits.
Applied Ergonomics: Marketing / General Operations Manager — Skokie, IL 6.16 — 7.21 o Led 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%. o Managed 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%. o Executed 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. o Ensured 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.
o Integrated products into the web, branding, sourcing/evaluation, and competitive pricing models, which led to an 80% increase in product sales.
o Implemented and supported CRM systems, lead routing, and sales process workflows, improving lead conversion rates by 20%.
o Produced copywriting (white papers, blog posts, PR, web content), application wireframes, and art direction, increasing content engagement by 15%.
o Integrated and analyzed shipping modules, conducted application training, and provided merchandise support, improving operational efficiency by 20%.
o Conducted budget analysis, business planning, and KPI creation, enhancing executive decision-making. o Creation and staffing of in-house retail sales operations. o Managed company-wide PCI compliance and audits.
KNOWLEDGE BASE / SKILLS
Website platforms
o Shopify
o Wordpress WooCommerce
o BigCommerce
o OMG / BrightStores distributor sites
o SAGE / ESP
o Custom-built platforms
o Squarespace/Wix/Godaddy managed sites
o Plug-ins/add-ons/customization
Markets
o E-commerce retail
o Wholesale
o Associations and not-for-profits
o Manufacturing
o Resellers
o Amazon
o Professional services
o Product distributors
o Food industry (manufacturing, wholesale, distribution, retail)
o Awards and recognition (retail, wholesale, distribution) o Home furnishings (retail, manufacturing, commercial) Advertising
o SEO
o Google Shopping
o Amazon
o Google AdWords
Domains
o DNS management
o Email security and validation
Programming/development technology
o Marketing Automation
o Website/Email/Application Security
o AI
o Liquid for web
o PHP
o HTML
o Python
o SQL
o CPanel
o Adobe Creative Suite
Applications
o Project management: Asana, Clickup, Monday, Slack o PIM: PromoStandards, Punch-outs, Pimly
o Zoho
o GSuite
o Google Analytics
o Google Search Console
o Yoast
o Semrush
o ChatAI
o Python
o Custom applications
o Microsoft365
o Email service providers
o CRM
o Guru-level Adobe Creative Suite
o SQL Studio
More skills
o Web hosting/maintenance
o Print production
o Art: raster and line art renderings, edits and retouching Services
o Full-service website integration
o Migration from current service
o Build from scratch
o Functional and aesthetic UX designs
o Application setups/builds
o Microsoft365 suite
o Sharepoint
o Email services
o Full-service CRM integration
o Application development/maintenance services
o Outsourced production services (art, data entry, etc.) o Production services management
o Security 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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