E Commerce Director resume example with 18+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Skills
Operational Leadership
Business Management
Hiring and Onboarding
Software Implementation
E-Commerce Marketing
Database Maintenance
B to B sales
Business development and planning
Work History
E-Commerce Director, 08/2010 to Current Woodmen Of The World Life Insurance Society – , , Miami, FL
Achieved notable success in cost control, revenue generation, and marketing effectiveness
Increased sales by 10% by on-boarding industry leading e-commerce accounts
Achieved annual sales of $3.5M by facilitating team efforts among corporate, management, and hourly employees
Collaborate with creative, marketing, and merchandising to refine and continually evolve e-commerce experience against the competitive landscape
Reduced overhead cost by implementing EDI processes equivalent to an entry-level position with a yearly salary of $45K
Oversee testing with trading partners and ensure sufficiency of integrations for new customers into EDI processes per implementation standards
Ability to translate brand vision into a digital landscape through consistent and seamless experience to the customer
Directly manage a team of 8-10 employees, with overall managerial responsibility for teams as large as 45
Maintained and reconciled receivables of over $100k
Manage budgets and monthly forecasts
Recruit, train, and supervise staff including customer service representatives, warehouse managers, and inventory control specialists
Coordinate inventory counts and maintain inventory accuracy
Negotiate rates and yearly contracts with various transportation carriers
Generate weekly reports and track Key Performance Indicators, such as on-time delivery, damage and loss, etc… and share results with appropriate stakeholders and vendor scorecard reporting
Proactively and quickly resolve issues within the outbound supply chain (i.e., picking and ordering discrepancies, paperwork issues, in transit mediation, and delivery issues)
Service and Project Manager, 04/2008 to 08/2010 Emcor Group, Inc. – , , Miami, FL
Lead and motivate a highly skilled team of Customer Service Representatives, Shipping Clerks, and Receiving Clerks
Supervise day-to-day operations in the customer service, shipping, and receiving departments
Display the highest level of verbal and written communication to customers
Provide the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards
Ensure the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service, and efficient and accurate shipping and receiving
Ensure all team members are achieving their key performance indicators (KPI’s) daily
Ensure full understanding of the Company’s quality standards and expected standards of service in support of this role
Conduct root cause analysis and provide ongoing recommendations/solutions to improve professionalism and customer service
Display prompt and effective organization, planning and decision making
Ensure the team are always focused on customer service ‘Best Practice’
Maximize personal competency through Continuous Professional Development
Undertake any other reasonable duties / projects which may be required from time to time
Develop product pricing and positioning strategies
Translate product strategy into detailed requirements and product prototypes
Customer Service Supervisor, 09/2006 to 04/2008 Pelican Reef Inc – , , Miami, FL
Provide the Customer Services Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs
Ensure the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service
Ensure all team members are achieving their KPI’s daily
Proactively assist and implement order process improvements
Ensure full understanding of the Company’s quality standards and expected standards of service in support of this role
Be the liaison with ‘Learning & Development’ to assist and support specific activities relating to the training and development of staff within the team
Cross reference competitor products to match Hospitality Rattan’s equivalents directly increasing sales for the company; maintains the company’s product library with competitor catalog numbers or latest product specifications
Process all Return of Merchandise Authorizations requests
Review a series of weekly, daily, and monthly reports to ensure order flow is running efficiently and to guarantee a quick turnaround time for order fulfillment
Establish new customer accounts
Provide the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards
Customer Service Representative, 08/2004 to 09/2006 Pelican Reef Inc – , , Miami, FL
Respond to customer inquiries via phone, email, and chat in a timely and professional manner
Resolve customer complaints and issues in a calm and courteous manner, ensuring customer satisfaction
Assist customers with product and service inquiries, billing questions, and technical support
Upsell and cross-sell company products and services to increase revenue and customer loyalty
Maintain accurate customer records and update databases with customer information and interactions
Collaborate with team members and other departments to resolve complex customer issues
Consistently achieve performance metrics for customer satisfaction, call resolution, and sales goals
Participate in ongoing training and development to stay up-to-date on company products, policies, and procedures
Education
BBA: Logistics and Supply Chain Management, Expected in 08/2020 Florida International University - Miami, FL, GPA:
Associates: Business Administration, Expected in 08/2015 Miami-Dade College - Miami, FL, GPA:
Certifications
Business Management Miami-Dade College Aug 2018 Miami, FL
Six Sigma – Black Belt Professional (SSBBP) Management and Strategy Institute 2019 Downingtown, PA
Skills
Operational Leadership
Business Management
Hiring and Onboarding
Software Implementation
E-Commerce Marketing
Database Maintenance
B to B sales
Business development and planning
Work History
E-Commerce Director, 08/2010 to Current Pelican Reef Inc – ,
Achieved notable success in cost control, revenue generation, and marketing effectiveness
Increased sales by 10% by on-boarding industry leading e-commerce accounts
Achieved annual sales of $3.5M by facilitating team efforts among corporate, management, and hourly employees
Collaborate with creative, marketing, and merchandising to refine and continually evolve e-commerce experience against the competitive landscape
Reduced overhead cost by implementing EDI processes equivalent to an entry-level position with a yearly salary of $45K
Oversee testing with trading partners and ensure sufficiency of integrations for new customers into EDI processes per implementation standards
Ability to translate brand vision into a digital landscape through consistent and seamless experience to the customer
Directly manage a team of 8-10 employees, with overall managerial responsibility for teams as large as 45
Maintained and reconciled receivables of over $100k
Manage budgets and monthly forecasts
Recruit, train, and supervise staff including customer service representatives, warehouse managers, and inventory control specialists
Coordinate inventory counts and maintain inventory accuracy
Negotiate rates and yearly contracts with various transportation carriers
Generate weekly reports and track Key Performance Indicators, such as on-time delivery, damage and loss, etc… and share results with appropriate stakeholders and vendor scorecard reporting
Proactively and quickly resolve issues within the outbound supply chain (i.e., picking and ordering discrepancies, paperwork issues, in transit mediation, and delivery issues)
Service and Project Manager, 04/2008 to 08/2010 Pelican Reef Inc – ,
Lead and motivate a highly skilled team of Customer Service Representatives, Shipping Clerks, and Receiving Clerks
Supervise day-to-day operations in the customer service, shipping, and receiving departments
Display the highest level of verbal and written communication to customers
Provide the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards
Ensure the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service, and efficient and accurate shipping and receiving
Ensure all team members are achieving their key performance indicators (KPI’s) daily
Ensure full understanding of the Company’s quality standards and expected standards of service in support of this role
Conduct root cause analysis and provide ongoing recommendations/solutions to improve professionalism and customer service
Display prompt and effective organization, planning and decision making
Ensure the team are always focused on customer service ‘Best Practice’
Maximize personal competency through Continuous Professional Development
Undertake any other reasonable duties / projects which may be required from time to time
Develop product pricing and positioning strategies
Translate product strategy into detailed requirements and product prototypes
Customer Service Supervisor, 09/2006 to 04/2008 Pelican Reef Inc – ,
Provide the Customer Services Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs
Ensure the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service
Ensure all team members are achieving their KPI’s daily
Proactively assist and implement order process improvements
Ensure full understanding of the Company’s quality standards and expected standards of service in support of this role
Be the liaison with ‘Learning & Development’ to assist and support specific activities relating to the training and development of staff within the team
Cross reference competitor products to match Hospitality Rattan’s equivalents directly increasing sales for the company; maintains the company’s product library with competitor catalog numbers or latest product specifications
Process all Return of Merchandise Authorizations requests
Review a series of weekly, daily, and monthly reports to ensure order flow is running efficiently and to guarantee a quick turnaround time for order fulfillment
Establish new customer accounts
Provide the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards
Customer Service Representative, 08/2004 to 09/2006 Pelican Reef Inc – ,
Respond to customer inquiries via phone, email, and chat in a timely and professional manner
Resolve customer complaints and issues in a calm and courteous manner, ensuring customer satisfaction
Assist customers with product and service inquiries, billing questions, and technical support
Upsell and cross-sell company products and services to increase revenue and customer loyalty
Maintain accurate customer records and update databases with customer information and interactions
Collaborate with team members and other departments to resolve complex customer issues
Consistently achieve performance metrics for customer satisfaction, call resolution, and sales goals
Participate in ongoing training and development to stay up-to-date on company products, policies, and procedures
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