Summary of Skills

• Developed new customer support metrics from the ground up.
• Strong knowledge of logistics, EDI, vendor/retail interaction and policies.
• Consistently delivered projects on time and within budget.
• Experienced in executive level communications and Business to Business decision making.
• Staff training, writing and implementation of policy and procedure.
• Managed an international team of fourteen people in the U.S. and Ukraine.

Employment History
Confidential,San Diego, CA 2008 to 2009
Customer Service/Project Manager
Direct EDI provides web base EDI solutions to major retail chains in the global market.
Direct EDI experienced 50% revenue growth in 2009.
Customer Service

• Prepared customer service/project departmental budget and scheduling to ensure profitable operation
• Performed ongoing analysis of departmental spending and reported finding to the CEO and management team
• Worked alongside of vendors and retailers to ensure contracts and accounts were maintained accurately, negotiated new contract with existing customers ranging from companies with less than 10 employees to large retail chains
• Analyzed new business processes and potential new software programs to validate effectiveness and evaluate cost and risk involved
• Developed and wrote training material and managed staff to exceed department goals
• Researched and implemented new technologies to improve efficiency of support department

Project Management
Delivered 95 new development products and over 270 maintenance projects over a 12 month period, including:

• CVS
• Gathered requirements from both CVS and third party VAN for development
• Managed development of in-house web interface changes to accommodate for CVS business processes
• Worked closely with CVS executive team on development and delivery of solution
• Provided ongoing monthly meetings to evaluate and adjust solution to accommodate for CVS business changes
• Safeway
• Managed development of new Direct EDI portal system to allow customers to pay per use so that Direct EDI could accommodate low volume vendors for Safeway
• Gathered requirements from Safeway’s EDI department and managed the configuration of internal systems to properly handle Safeway requirements
• Managed the development of Safeway vendor training documents as well as online interactive videos to assist Safeway vendors in learning how to use EDI with our system
• Ongoing maintenance of retailers
• Managed group of 10 developers and QA’s whose job was to maintain over 400 retail companies
• Was responsible for acquiring any new requirements or changes to retailer EDI specifications, determine priority of the change, schedule the work and deliver to the customer in a timely manner in order to minimize penalties
• Was accountable to company management, customers and retailers on effective and accurate delivery of changes of the EDI specs

Confidential,San Diego, CA 2005 to 2008
Customer Support Manager
Trip Marketing and Designs provides internet marketing services, web design, SEO, online and direct marketing, online follow up tools and marketing support for business owners.

• Reduced customer cancellations by 15% while growing add-on sales by 150%.
• Trained senior support reps. to handle major accounts such as Keller Williams, ReMax & C21.
• Efficiently managed a team of five support representatives.

Confidential,San Diego, CA 2004 to 2005
District Field Support
Served as Northern California Field Services/Support Technician for GE’s Water and Process Technologies division.

• Managed field service projects and mobile inventory to service accounts generating up to $3 million.
• Northern California\'s Field Service/Support Technician for GE\'s Water & Process Technologies division.
• Responsible for successfully maintaining existing customers and continual growth.

IT & Project Support
Served as an IT Associate for Raytheon, an industry leader in defense and government electronics, space, information technology, technical services, business aviation and special mission aircraft.

• Provided exemplary technical support and customer service to more than 76 internal and external Support Groups
• Supported over 150 support personnel and 5,000 Ames employees on a daily basis to ensure computer and network needs were met.
• Managed the project to launch the NASA Ames site-wide upgrade to Remedy 5.0
• Increased call volume 278% over 13 months while cutting costs by 33%.
• Served as Assistant Customer Support Manager
• Trained diverse staff from IT Associates to Branch Chief on use of Remedy software.

• Served as Qualified Chief Electrical Watch, in charge of 440 volt electrical plant valued at $3.5 billion and totaling 196,020 sq ft.
• Supervised team of 4 with responsibility for all aspects of maintenance, repair and casualty actions to ensure safe and accurate operation.
• Supervised a team of 3, within the Electrical Motor Rewind Shop.
• Ordered parts, managed inventory ranging to $500,000 and maintained computerized parts inventory database.
• Developed new maintenance schedule to optimize electrical shop maintenance to streamline preventive maintenance, which increased productivity 30%.

Education
B.A., Business Management
Six Sigma Black Belt Certification in Progress.