LiveCareer-Resume

E Commerce Director resume example with 18+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 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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Resume Overview

School Attended

  • Florida International University
  • Miami-Dade College

Job Titles Held:

  • E-Commerce Director
  • Service and Project Manager
  • Customer Service Supervisor
  • Customer Service Representative

Degrees

  • BBA
  • Associates

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