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Customer Experience Specialist & Associate Product Manager Resume

5.00 Rating

Hunt Valley, MD

PROFESSIONAL SUMMARY:

Highly focused individual with over 19 years experience in the wireless industry while successfully creating a unique, mutli - faceted role vital to supply chain and daily operations. Detailed, self motivated, quickly adaptable to new environments and change.

TECHNICAL SKILLS:

  • Salesforce STIBO Step Footprints
  • Oracle iProcurement AFAA Step Aerobics
  • Microsoft Office

PROFESSIONAL EXPERIENCE:

Customer Experience Specialist & Associate Product Manager

Confidential, Hunt Valley, MD

Responsibilities:

  • Manage sku creation for product inventory using STIBO Step
  • Maintain and manage website presentation using Sitecore and STIBO Step
  • Collaborate with marketing team for product presentation & selection for two company websites
  • Responsible for creating and developing current customer experience process for accessories division
  • Liaison and inter-team collaborator for streamlining research and resolution for issues
  • Point of contact for escalated issues, e-commerce and end-user concerns
  • Co-developed and created cost effective method for product replacement process
  • Provide reporting for returns and quality analysis
  • Responsible for creating instructional manuals for customer experience process
  • Proficient in the use of Salesforce and Footprints project tracking and reporting platforms
  • Remained responsible for purchases, supply order placement and reconciling monthly expenditures
  • Continued to manage monthly expenses, coding and reporting for finance department using Oracle

Marketing Coordinator & Associate Product Manager

Confidential, Hunt Valley, MD

Responsibilities:

  • Mastered use of proprietary software for sku creation, web presentation and cross sell
  • Served as liaison between sales teams, product management and vendor teams to ensure accuracy of product descriptions, sku creation, pricing and web placement
  • Managed internal website for sales and service teams, using Contribute
  • Responsible for purchases, supply order placement and reconciling monthly expenditures
  • Manage monthly expenses, coding and reporting for finance department using Oracle
  • Conducted market research & wireless device acquisition for testing
  • Created internal product announcements for sales teams and their customers
  • Coordinated monthly meetings for new product development

New Hire Trainer and Mentor

Confidential, Hunt Valley, MD

Responsibilities:

  • Trained new team members from orientation through live roles
  • Re-developed orientation and instructional guides
  • Point of contact for E-Time for time management and payroll

Sales Representative/Team Captain

Confidential, Hunt Valley, MD

Responsibilities:

  • Inbound consumer sales for affinity wireless/cellular partners
  • As captain through 1999, responsible for managing consumer team for affinity partners

Customer Service Representative

Confidential, Hunt Valley, MD

Responsibilities:

  • Inbound customer service rep for residential and wireless telephone service

Production Assistant/Producer

Confidential, Fredericksburg, VA

Responsibilities:

  • Assisted in producing local government/sporting events and TV ads

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