Customer Service Marketing

Objective

• Lead digital initiatives and develop IT/E-Commerce strategies in an effort to drive sales and guest retention in order to maximize marketing program efficiency and ROI while meeting all business goals, objectives and integrity of brand consistency through all communication channels. To contribute my strong leadership, analytical & interpersonal skills, as well as, my applicable working experience as an IT/E-Commerce project manager, creative director, international purchasing specialist, warehouse/logistics manager and vendor/client liaison.

Professional Profile

• Strong leadership skills, goal driven, seasoned professional with impressive graphics / web design skills, and IT/E-Commerce project management & execution. Product concept development & customer service experience and expertise, including the ability to deliver superior, personalized client services, cultivate strong business relationships and new business development. Make real-time decisions, and resolve issues in a way that propels innovation and growth.

• Excellent team leader and player who thrives on efficient collaboration of diversely talented team members, and integrates their divergent talents, opinions, & perspectives into meaningful actions.

• Parse and analyze data received through customer feedbacks via call center, QA department, feedbacks, analytic to figure out the next strategic moves on the clients’ behalves to increase ROI. Define and fine tune the messages and treatments of print, web and other forms of advertising media in order to increase clients’ ROI.

• Constant and frequent analysis and research of data in industry segments of the client in order to constantly improve upon conversion rates and achieve goals set.

• Communicate fluently in both English & Chinese (Mandarin & Taiwanese).

• Managed & implemented multiple IT/E-Commerce/marketing projects & performed under daily pressure in a fast-paced, rapidly changing environment. Mange, review and negotiate project costs for different programs including the budgeting of hours, timeline and project priorities.

• Provide marketing solutions to drive marketing campaigns in different sales channels. Review and explore new development in technology to deliver marketing strategies at the forefront of technology. Adept at training, developing, counseling, & coaching team members & clients by being a visionary and global thinker.

• Proficient in Google AdWords, AdSense, Google Analytics, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Intuit QuickBooks, Adobe Acrobat & Adobe Suites (Photoshop, Illustrator, InDesign, Dreamweaver, etc.), understanding of application programming work flow and some light programming.

• Attended and participated in relevant industry tradeshows in a spectrum of industries: ERA, West Pack, CES, ASD/AMD, California Gift Show

Professional Experience

Kelly Media Group/ Run Away Products April 2008 ~ January 2012

Marketing / IT / Creative Director

Kelly Media Group / Run Away Products are full service media companies. They provide media service such as SEO, product development, product & packaging design, product implementation and product roll out, TV / radio media buying and placement, conferences, announcements, call center services, database management, voice broadcasting, IVR, e-commerce solutions, shopping cart, hosting and management, direct mail, printing and design services, web design and management, advertisement placement in all media channels (TV, bill board, radio, print venues, web, mobile and in-store).

• Lead the planning & implementation of building the company’s IT/E-Commerce infrastructure by implementing department procedures with check and balance system from top down.

• Work with clients to take product ideas from concept stage to prototype designs to the implementation of products and packaging designs to marketing the products before their release to the market place.

• Review, analyze, coordinate and manage all aspects of direct mail, web, social media and print advertising campaigns with the clients and other team members.

• Analyze campaigns, trends and reports to constantly improve the efficiency of different marketing campaigns for the clients to increase the ROI for both the company and clients.

• Analyze data and statistics in order to fine tune client campaigns to reach goals set.

• Analyze and discern possible human nature reactions and psychology of end user of product being produced in order to properly plan the best action plans for each of the clients.

• Work as the main liaison between intra-office departments and outside vendors/clients.

• Lead the planning & implementation of marketing projects from concept to delivery with the clients’ goals in mind.

• Provide direction and support to the design, programming and fulfillment team under my management.

• Monitor and report progress of projects with weekly meetings with team members. Manage budgeting of hours and project priorities for all marketing projects through both print and digital channels.

• Provide follow-up reports of how digital and print campaigns are progressing.

• Plan, schedule and track projects assigned, as well as, monitor success of projects in order to improve upon the delivery of the existing and future projects.

• Lead the planning and implementation of receiving and warehouse procedures for the fulfillment warehouse.

• Lead the planning, development, management and implementation of the warehouse tracking and fulfillment system with developer staffs for improved warehouse operations and accountability.

• Design, deliver and manage marketing, advertising, packaging and branding material for the clients, the company and the boss. Ensure the marketing ideas delivered are in line with clients and company’s brands, relevant, cutting edge and competitive with their respective industries.

• Lead the planning, implementation and management of internal tracking software developed by developers to increase the company’s and clients’ ROI.

Versa Technology, Inc. January 2006 ~ November 2007

E-Commerce |Webmaster | Web Designer

Versa Technology, a Last Mile Network Technology company with the vision to develop and sell market industry-leading products that are the most versatile, user-friendly and cost effective in the industry.

• Implement user interface and rebranding campaign with the redesigned of the company website and logo from concept to completion.

• Anticipate what end user would most likely do in order to design for better conversion rates.

• Set up e-commerce for the company’s product lines with the implementation of live chat.

• Implement promotions with the help of sales and marketing team.

• Took product shots for online and print use.

Threshold Concepts, Inc. August 2004 ~ April 2008

E-Commerce | Graphic/Web Designer | Marketing & Customer Service Manager

Threshold Concepts is a one stop e-commerce store for all unique gift finds for all age groups. The company pride itself in delivering the best quality products with the most competitive pricing and best customer service.

• Manage customer service calls in regards to products, warranties, use & procedures.

• Oversee daily office operation from light bookkeeping and administrative duties, such as filing, answering emails, organizing trade show events, booking appointments and meetings to follow-up customer service calls to customers.

• Design, update and oversee all marketing/sales information, web pages and marketing material for the company.

• Analyze digital & print marketing campaign performance, manage and promote product lines with email campaigns and print promotions.

• Oversee strategic planning of bringing new products to market.

• Implement price strategies, cost models, & ways to bundle products to achieve profitability; made profitability and pricing review recommendations.

• Conducted competitor and market research; developed strategies to increase customer base.

• Optimized departmental advertising budgets and consistently developed marketing plans to implement projects effectively

• Collaborate with advertising vendors for product launches, as well as plan show and events for the company to attend.

Shine Jewelry December 2002 ~ August 2004

Graphic Design | Marketing | Customer Service

Shine Jewelry manufacture custom jewelry for wholesale to the market servicing customers as Shop NBC, QVC, Wal-Mart, Macy, Piercing Pagoda and the likes.

• Light administrative duties, such as filing, answering emails, & doing follow-up customer service calls to customers.

• Designed & update web pages for company; created email campaigns for new & existing products.

• Oversee strategic marketing planning of existing and new products with sales team.

• Conduct competitor and market research; developed strategies to increase customer base.

• Collaborate with advertising vendors for product launches.

• Created and/or oversee all product presentations, memoranda, and marketing/sales information, including memos, & mass e-mails.

• In-house photographer for all new products.

Professional Experience Graphics Based History

• Creative & Marketing Director (Graphics/Web Design/e-Commerce Implementation), freelance designer & consultant from January 1997 to present

• Designer (Customer Service, Sales, Marketing), Closet World, Whittier, CA, October 2001 to November 2002

• Graphic Designer (Graphics, Customer Service, Marketing), TechEmpower, Inc., El Segundo, CA July 1999 to August 2001

• Graphic Designer (Graphics, Customer Service, Marketing), iBrella, Inc., Manhattan Beach, CA July 1998 to June 1999

Education

• Programming Classes - Visual Basics & JavaScript, Mt San Antonio College

• Business Classes – Accounting Principles, Accounting Managerial, Finance, Business Law, Internal Business, Real Estates Principles, Mt. San Antonio College

• Certificate in Computer Graphics & Graphic Design, 2000, University of California, Los Angeles Extension

• Bachelor of Science in Biochemistry, 1993, University of California, San Diego

• Bachelor of Art in Visual Arts, 1993, University of California, San Diego

Reference

• Available upon request

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