Focused Business/Operations Manager successful in strategic planning and process improvement. Remains calm and poised even in high-pressure situations. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.
Managed end to end client needs for several large e-commerce accounts. Handled overall client relationship including Customer Service (call center), DC fulfillment and Technology. Acted as Primary POC and liaison for all client communications. Built financial model for new client business units. Defined strategy and business plan for large retail e-commerce clients. Responsible for managing client P&L,s. Directed strategic initiatives to achieve productivity goals.Increased profits by developing, initiating, and managing continuous process improvement programs.Reduced and controlled expenses by stringent monitoring of staff as well as all reporting and metrics. Responsible for development and roll out of all client reporting. Monitored and managed SLA standards/performance/compliance. Acted as Project manager for all client initiatives including Technology, Fulfillment and Call Center. Worked closely with client across all functional business areas to enhance functionality and performance of all operating systems. Developed client specific training programs for both Call Center and Fulfillment. Performed weekly/monthly metric reviews with clients, as well as, quarterly and yearly business reviews. Closely monitored all business areas in order to assure contractual compliance.
Managed team of 52 off peak/150+ peak production associates. Reduced and controlled expenses by implementing Six Sigma practices as part of a Continuous Improvement Plan. Developed department's first incentive performance plan which resulted in a 31% increase in outbound shipments. Surpassed revenue goals in six consecutive quarters. Initiated program that standardized employee training and led to 28% decrease in production errors. Responsible for achieving performance standards, gross margin, quality/safety standards. Hired, trained and mentored associates. Acted as liaison for all client concerns.
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