Experience

Merchly

• United States
• Retail
• 1 - 100 Employee

• Brand Manager

  • Jul 2019 - Present

  • Drive revenues through marketing, including developing offers and campaigns for email, social, and search. • Participate in marketing ROI analysis. • Research and recommend new product offerings. • Manage product pricing models and structures. • Conduct competitive analysis on a periodic basis to ensure our pricing and service levels are competitive. • Ensure we have adequate well-trained staff to drive needed revenue growth. • Offer product support to other DIY sales teams on an as-needed basis. • Manage sales and operational forecasts for production planning. • Manage post-sales staff to deliver world class customer service to clients. • Work with procurement to evaluate potential suppliers and purchase the right product mix at the right cost. • Work with operations to offer the optimal mix of turn time, product selection, and product margin. • As needed, work with operations management on equipment selection. • Work with operations management to evaluate efficiency and cost saving opportunities. • Oversee the research, development, and testing of new products and offerings. • Analyze pricing and margins to ensure Merchly is a profitable part of our business. • Manage audit and approval of vendor invoices. • Manage vendor contracts and renegotiate as needed. Show less



Disc Makers

• United States
• Music
• 1 - 100 Employee

• Customer Service Manager

  • May 2009 - Present

  • Manage staff responsible for incoming customer contact (telephone, email, chat), custom manufactured product fulfillment, and prepress operation relating to online content and artwork submission.• Adapted existing quality reporting metrics to fit our department's needs and worked inter-departmentally to take corrective action when problems arise to ensure they are not repeated.• Established best practices and performance metrics for direct reports as we expanded our internal disc production by 4-6 times current volume within 12 months.• Integrated Electronic Pre-Press and receiving functions to my department for a more seamless workflow and cellular department design.• Responsible for integrating cloud based customer support platform (Zendesk) throughout the company, including utilizing online chat support, online knowledge base, and custom online support request pages. Show less

• Customer Service Manager, Hardware & Consumables Division

  • Jun 2002 - May 2009

  • Responsible for ensuring customers are retained, satisfied, and their needs are fulfilled in the growing Hardware & Consumables division (Custom built CD-R / DVD-R duplicators and associated consumable items).• Play a key role in the launch and development of our online CD & DVD duplication website, a multimillion dollar revenue stream.• Work efficiently in a fast paced, ever changing, technology based environment.Leader of the Quality Action Committee; Responsible for monthly Quality and Accuracy reporting as well as suggest and implement process improvements.• Worked with and assisted all departments (including Technical Support, Order Fulfillment, and Sales) in daily duties to ensure customer satisfaction.• Evaluate new product offerings from numerous vendors and determine the quality and fitness for resale.• Develop training materials for new employees & outside sales personnel to aid to maintain customer satisfaction and reduce costly errors.• Maintained and continuously updated online intranet knowledgebase of training and reference materials for use by company representatives nationwide. Show less

• Account Manager

  • Jul 1999 - May 2002

  • Client contact for the largest independent optical media manufacturing company in the U.S. • Specialize in coordinating all CD-ROM projects from West Coast clients, wholly or partly handled in our NJ facility.• Oversee and organize all aspects of project production including design, proofing, pre-press, print, packaging, copyright and licensing requirements, mastering, manufacturing, invoicing, inside sales, and internet research.• Work with various departments and outside vendors to coordinate and troubleshoot manufacturing issues and maintain quality control.• Responsible for handling up to 60 accounts per month.• Assumed many additional responsibilities including CD purchasing, and accounts receivable.• Developed scheduling position for our internal CD replication facility. Show less



Curtis Circulation Company

• Pennsauken, NJ

• Coordinator

  • Nov 1998 - Jul 1999

  • Supervised and coordinated efforts of the clerical staff to meet daily, weekly, and quarterly deadlines. • Investigated reports of unpaid claims and made payment based upon contracts with the retailer. • Supervised and coordinated efforts of the clerical staff to meet daily, weekly, and quarterly deadlines. • Investigated reports of unpaid claims and made payment based upon contracts with the retailer.