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Director Of Web Operations Resume

Phoenix, AZ

SUMMARY:

Technology professional with over 20 years of management experience successfully designing, implementing, and supporting high - impact and cost-saving business solutions. Valued for conceiving and executing hardware, software, and business process innovations and implementations to measurably increase operating efficiency and align technology with business goals.

EXPERTISE AREA:

  • Strategic and tactical technology planning
  • Vendor and partner management
  • Team building and professional growth coaching
  • Change management
  • Systems integration
  • Web/eCommerce

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Director of Web Operations

Responsibilities:

  • Managed ecommerce development teams ensuring delivery of solutions that meet all functional, compatibility, compliance, integration, and security requirements on schedule and within budget
  • Developed national member rating and ranking system for USA Pickleball based on results of sanctioned tournaments using custom algorithms
  • Created sports tournament management system used globally for online registration and payment, bracketing, event management, and participant communication
  • Identified, evaluated, selected, and managed relationships with mission-critical vendors and partners to leverage strategic opportunities and ensure quality, reliable, and competitive products and services
  • Utilized PHP, MySQL, HTML5, CSS3, JavaScript, JQuery, Adobe Creative Suite in development projects

Confidential, San Diego, CA

Manager, Call Center Technology and Strategy

Responsibilities:

  • Managed B2B and B2C eCommerce integration with customer interaction centers, legacy systems, and other transaction processing systems
  • Developed multi-site call center technology infrastructure to support expansion requirements from two to five locations
  • Defined operational strategy and technical configuration to increase operational efficiencies, streamline business processes, and reduce communications expense by over $500,000 annually
  • Launched company-wide data warehouse initiative and managed design, implementation, database enhancements, report development, and design tools to improve quality and delivery time of critical business decision-making information

Confidential, San Diego, CA

Call Center Administration Officer

Responsibilities:

  • Designed and implemented computer-based training system that resulted in a 75% decrease in training time and expense for new call center employees
  • Managed continuous process improvement methodology, resulting in an average 15% increase in productivity each year
  • Leveraged technology and operational processes to reduce defects and errors by 50%
  • Directed Y2K compliance, contingency, and event planning on all call center related technology and business processes
  • Achieved all P&L and annual budget expectations for department
  • Administered performance evaluations and provided ongoing coaching and professional development guidance for technical and business managers and staff
  • Sales Manager for software developer and distributor
  • Sales and installation of high-tech fire prevention systems for computer rooms
  • Gave weekly seminars on fire preparedness and safety
  • Database development for small call centers and libraries
  • Computer industry market tracking and data analysis for use in industry publications
  • Network hardware installations
  • Work on infrared data transfer development and implementations

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