15 years experience in eCommerce Web Operations, Quality Assurance and Technical Support Departments.
Manage eCommerce Website Operations and Technical Support Call Center. Provide support and implementation of various development projects including enhancement activities related to eCommerce website and related applications. Perform and document QA inspections/verifications on product, components, and processes based upon specified requirements including documentation of non-conformances. QUALITY ASSURANCE REPRESENTATIVE
Determine and Implement the control procedures and Quality Engineering techniques required to provide the necessary level of product Quality Assurance. Perform product and process audits or assessment within the company or at the suppliers. Develop Quality planning or inspection procedures for systems, articles or processes to integrate quality operations with Production or Procurement activities or to provide for acceptance of Hardware/Software. Conduct non-conformance investigations and recommend appropriate corrective action. Familiar with software application: SAP
Customer relations specialist
Multi-unit operations management
Quality assurance and control
Unsurpassed work ethic
Strong communication skills
Excellent time management
Employee training and development
05/2001 - 09/2016
EMERCHANTCLUB LLC － Simi Valley, CAWEB PROJECT MANAGER
Manage 15 employees in the Web Operations Department.
Administer and supervise Web Operations department policies, procedures and day to day workflow.
Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Provide analysis and modification to the quality and efficiency of Web Builder and Merchant Operations Apply strategic planning to determine company, department or unit objectives Monitor staff performance including performance reviews Define, Plan and Implement all production operation of web products and services.
Monitor the progress of all projects and make adjustments as necessary to ensure successful completion.
01/1996 - 01/1999
HUGHES, SPECTROLAB CORP － Sylmar, CACUSTOMER SUPPORT/CALL CENTER MANAGER
Strong communication, interpersonal and cross-functional team skills Experience with hands on management in a high volume, full service (call, email, chat) customer service operations.
Partner with Product and Development team members to create and maintain training materials for existing and upcoming web products.
Develop escalation procedures and provide feedback to management concerning possible problems or areas of improvement.
Work with management on customer service initiatives, including gathering requirements for any customer care web product features and enhancements Play an active role in the workflow of issue escalation.
Be a product expert (and an expert at all CS tools) who can guide issue resolution either by fixing the problem or going directly to the person on the team who can.
Understand the details of each product upgrade and feature enhancements/launches in order to effectively communicate to agents what has changed.
Refine process to continually improve how cases are managed and issues are resolved Forecast call/support volume to help determine on call support staff Set up case management process with customers and internal teams to ensure call loop is closed Regular call listening/monitoring to understand customer complaints/issues QUALITY ASSURANCE WEB OPERATIONS Assist in performing usability testing of proposed designs including corporate and internal website templates.
And, provide regular progress reporting to System Web Development Staff.
Assure member requirements are fulfilled.
Experience in HTML, Website navigation, Meta Tags, Title Tags, Keywords and Search Engine Optimization.
Familiar with: Microsoft Customer Relationship Manager (CRM), Reflections 2 (VAX), Sage 500 and Office Automation applications.
Perform the tasks of developing quality assurance testing activities and solving product and testing issues.
Implemented cross-training program to increase and improve performance and increase skill levels.
Ed Net Career Institute, Inc.Woodland Hills, CA
articulate, case management, coaching, interpersonal, Excellent communication, counseling, CRM, customer service, customer care, detail-oriented, email, fast, features, financial, focus, functional, HTML, listening, navigation, Office Automation, performance reviews, policies, problem solving skills, progress, quality, quality assurance, reporting, Sage, Search Engine Optimization, Self-starter, strategic planning, training materials, upgrade, usability testing, VAX, Web Development, Website, workflow, written