Manager of Global Intelligence

MANAGER OF GLOBAL MARKET INTELLIGENCE

PROFILE OVERVIEW

Enthusiastic and goal-oriented professional with international competence and excellent academic background. Thoroughly knowledgeable in customer needs analysis, trend assessment and industry research. Motivated by the desire to identify opportunities and implement processes for significant improvement of products and services. Accurate and cross-culturally adept; extensively experienced in dealing with people across the globe, with proven leadership abilities and superior interpersonal and communications skills. Highly adaptable with an aptitude for learning new skills. Also proficient in many computer programs, including MS Office.

AREAS OF EXPERTISE

- Internal and External Communication - Service and Product Enhancement - Conflict Resolution

- Customer Care - Quality Assurance - Process Improvement

- Trend Analysis - Staff / Team Management - Reporting

PROFESSIONAL EXPERIENCE

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Reader’s Digest Global Headquarters, Pleasantville, NY

Coordinator: Customer Care 2008-2009

- Functioned as the key point of contact for the company’s call centers around the world

- Evaluated performance metrics to effectively facilitate training and maximize work performance of employees

- Ensured consistency in providing excellent customer service

- Developed and implemented procedures to improve services offered

- Closely monitored and analyzed market and industry trend, and suggested changes for improved policies and practices

- Coordinated and streamlined daily activities of more than 500 call center representatives handling over 250,000 contacts monthly

- Improved the QA Process, including rewriting the QA Form and guidelines, that led to dramatic improvement of agent performance at the call center in Manila, Philippines

- Compiled and evaluated statistical data on Customer Satisfaction and made recommendations for improvement

Reader’s Digest Global Headquarters, Pleasantville, NY

Senior Associate Customer Care 2005-2008

- Interfaced directly with multi-national associates including Attorney Generals and the Better Business Bureau across different State Agencies to resolve customer-related issues

- Collaborated with the Legal Department to resolve complaints that have been escalated to an attorney, and with the PR Department to handle disputes submitted to the media

- Efficiently handled escalated calls from customers forwarded from company-owned call centers.

- Responsible for maintaining updated information on the company Intranet

- Assisted in training agents on new lines of business, as well as the training of a new Senior Associate at HQ

Ethan Allen Midwest Distribution Center, Kentland, IN

Import Administrator 2005

- Appointed to manage a small team responsible for receiving international shipments, verifying accuracy of orders, maintaining a cataloged inventory of parts, and shipping to retailers nationwide both through UPS/FedEx or company-owned trucks

- Coordinated operations and served as the primary contact for retailers who were experiencing problems with offshore orders; utilized a variety of means to provide accurate and efficient solutions to their dilemmas

Ethan Allen International Headquarters, Danbury, CT

Import Parts Administrator 2004-2005

- Worked closely with international liaisons to ensure proper coordination of ordering on an international scale, and the accuracy of the shipment

- Developed reports to evaluate the service rendered to the customers

- Performed forecasting reports based on historical data to ensure proper stock levels

- Determined trends and rectified problems associated with parts ordering

- Served as corporate liaison for retailers when they encounter a service situation involving overseas parts

Ethan Allen Service Center, Newtown, CT

Customer Service Manager 2002-2004

- Dealt with broad areas of responsibility both in the warehouse and the office

- Managed and maintained returned/refused product, received parts and UPS shipments while handling administrative tasks

- Coordinated with factories and warehouses to answer questions they may have and resolve problems in timely and efficient manner

- Promoted to customer service manager for various stores and worked directly with customers to resolve service issues

EDUCATION

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Master of Business Administration in Business Leadership and Project Management (2008)

Minor in International Business (Graduated with Distinction)

NYIT–Ellis School of Business, Westbury, NY

Bachelor of Science Degree (Double Major in Environmental Science and Biology) (2002)

GPA is 4.0 with 172 credits completed

Teikyo Post University, Waterbury, CT

Bachelor of Arts in English Literature (1999)

Studied abroad at an Oxford affiliated program in England

Skidmore College, Saratoga Springs, NY

Associate’s Degree in Liberal Arts (1997)

Graduated cum laude

Naugatuck Valley Communication Technology College, Waterbury, CT

PROFESSIONAL DEVELOPMENT

- Coaching Contact Center Agents (Taught by Dr. Jon Anton, Chicago, IL)

- Coaching and Mentoring, Danbury, CT

- Communicating with Tact and Skill

- ‘Knock your Socks Off’ Customer Service

- OSHA 40 hr Cert

- First-Aid / CPR for the Professional Rescuer

- Completed FEMA’s Professional Development Series (2008)

ACADEMIC AWARDS

- Three-time President’s List Award (1997, 2001, 2006)

- Excellence in Science Award (2002)

- Alpha Chi (National Honor Society of four year colleges) (2000)

- Dean’s List (1996)

- Phi Theta Kappa (National Honor Society of two year colleges) (1996)

ACTIVITIES

- Published Poet (2 time Editor’s Choice Award recipient)

- Accomplished Equestrian (qualified for Nationals in 3-Day Eventing)

- Grant Writer for two non-profit organizations

- Actively involved in Canine Search & Rescue

- Reader’s Digest Volunteer Service Award (2006, 2008)

References available upon request

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