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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE https://LINKEDIN LINK AVAILABLE North Haledon, New Jersey Street Address 973.519.0846Consumer Services ExecutiveAccomplished, innovative, and goal-oriented professional with extensive experience in guiding product development and consumer service efforts across retail and call center operations. Analytical professional with the ability to identify key trends, performance indicators, and operational gaps to enhance bottom-line factors and end-user experiences. Talent for providing transformational leadership to cross-functional teams in the execution of quality projects. Collaborative communicator capable of building solid relationships with strategic partners to drive cohesive practices across multiple organizational levels.Areas of ExpertiseEnd-User Experience ManagementTraining & FacilitationStrategic Analysis & PlanningInventory & Pricing ControlCustomer Service ManagementOperations ManagementP&L AccountabilityQuality AssuranceContinuous ImprovementCall Center OperationsLeadership & DevelopmentRelationship ManagementBusiness DevelopmentPerformance ManagementProcess Design & AdministrationCareer ExperienceSorelle, East Rutherford, NJDirector of Consumer Service and Compliance 9/2018 to PresentDirect the day-to-day delivery of consumer service operations focused on end-user consumer management and the creation of positive experiences. Drive compliance efforts by aligning performance with established objectives. Accountable for call center operations working with large retailers including Walmart, Target and Amazon to resolve product issues.Slashed percentage of products returned to the retailor by delivering consistent high levels of end-user service.Bivona, Lakewood, FLDirector of Consumer Service and Product Development (Contract) 9/2017 to 9/2018Managed consumer services and product development initiatives within an organization specializing in the construction and delivery of Fisher-Price furniture to large retailers. Held accountable for the development and implementation of strategies focused on the improvement of consumer services practices to increase revenue, profitability and the end-user experience.Spearheaded the migration of the organization from New Jersey to Florida without sacrificing service level.Successfully hired and trained staff to support the new location.Delta Childrens Products, New York, NYDirector of Consumer Services 11/2010 to 9/2017Oversaw the daily consumer services call center operations within a $200M juvenile furniture, gear and dcor manufacturer. Provided strategic direction and leadership to a dynamic team of consumer support representatives focused on providing timely and efficient customer services practices. Developed and implemented continuous improvement strategies. Collaborated with major retailers encompassing Walmart, Target, Babies R US, and Bed, Bath and Beyond to identify and resolve product issues. Partnered with quality control on product design and enhancements. Responded to consumer inquiries.Established a high-performing consumer support department resulting in the generation of $2M in annual sales.Transformed an F rating on the Better Business Bureau to an A.Burlington Coat Factory, Burlington, NJVice President Baby Depot & Youth 6/1991 to 10/2010Steered the operations of 400 Baby Depot locations encompassing 28K employees specializing in mens, womans, and childrens apparel, accessories and furniture. Oversaw a team of 30 leaders conducting in-store sales, service, product selection and merchandising. Assessed team talent and facilitated development opportunities to expand capabilities. Trained management and staff on inventory management, merchandising practices, product functionality and compliance. Analyzed retail operations to identify continuous improvement opportunities to enhance profitability, operational efficiency and overall performance. Collaborated in the management of HR issues and performance management. Defined and executed store standards and Key Performance Indicators (KPIs). Evaluated sales performance and reports to identify trends and project sales. Executed the implementation of corporate, regional and district initiatives.Gained responsibility over an additional 12 stores within five years.Promoted through various positions including Director of Customer Service and Vice President.Championed various successful project completions including relocations, new store floor planning and preparation for scalability.Consistently met and exceeded KPIs in sales, conversions, average dollars per hour, payroll budget, shrink and EBITDA.Repeatedly ranked the highest performer by exceeding national averages.Grew average volume by $600K.Recipient of various recognitions including Governors Representative award in 2008 and the National Highway Traffic Safety Administration Public Service award in 2006. |
