Data Processing/IT Manager

• Oct 2010 - Present

Direct ongoing daily operations including composing and communicating sales reports (daily, weekly and monthly), monitoring customer purchasing and orders, reviewing reports for compliance, and completing updates to the company website. Lead a five person team, ensuring coverage of all shifts and consistent, effective support to operations. Manage vendor relations, both for seafood products as well as office and IT needs, including contracts with AT&T, Konica Minolta, Cintas, Google, and more. ♦ Increased productivity by 100% through improving departmental policies and procedures, automating processes, and introducing key performance indicators (KPIs) to motivate top performance. ♦ Launched multiple time saving automation efforts including system programming that consolidated all vital loading information onto one load sheet, generated reports to show outstanding errors or incomplete work, and allowed data to be downloaded instead of printing, reducing ~2 hours of time waste. ♦ Implemented a website to efficiently retrieve afterhours orders, reducing ~2 hours of time was each day. ♦ Complete core HR tasks for the department, including scheduling, hiring, termination, determining staffing needs, and providing feedback to employees. ♦ Assumed responsibilities for telephone systems and management of afterhours order management; previously handled by production manager. ♦ Reduced costs by 40% through vendor consolidation, department head count reduction, adjusting office supplies (savings of $12K/year), and upgrading systems to reduce paper costs (savings of $18K/year).

Manager, Emergency Road Service

• Sep 2006 - Apr 2010

Managed a team of supervisors and agents for the Emergency Road Service call center that handle initial calls and call backs from members needing assistance. Reviewed and adjusted departmental KPIs such as handle time, not ready time, schedule adherence, number of calls, and attendance as required to ensure optimal performance. Directed supervisors in the management of personnel issues including coaching, employee corrective action, and employee performance updates. Managed and developed department budget, oversaw administrative staff, directed the reporting team, and completely all aspects of employee annual performance reviews. Collaborated with HR to manage all department level recruitment. ♦ Reduced turnover by 50% through improved communication and proactive employee engagement methods, listening to employee needs and creating mutually beneficial solutions. ♦ Standardized company-wide coaching logs, enabling constant team performance goals and accurate KPI tracking. ♦ Developed new reporting tools that streamlined processes, including departmental reporting spreadsheets, access databases that improved data analyzation and storage, and a centralized employee tracking and engagement database, in partnership with corporate system administrators. ♦ Key contributor on a Project Improvement Team tasked with reducing dispatch time; completing data analysis and reporting, informing the final presentation and report. ♦ Coordinated with the Employee Training and Development group to ensure consistent and effective new hire training and ongoing employee development. ♦ Partnered with Quality Control to certify departmental compliance with company policies. ♦ Led the member relations team, ensuring that complaints were quickly and effectively resolved, communicating with the President’s office and Better Business Bureau.

Supervisor, E-Commerce Operations

• Nov 1999 - Jun 2006

Led the credit card verification team, bridging and coordinating communication between the warehouse, operations, and purchasing teams to guarantee product availability and fulfillment of orders. Tracked backordered products to ensure purchasing replenished the warehouse. Managed relationships with Ingram Micro, Amazon.com, and Buy.com to oversee orders placed on their platforms ♦ Reduced the eCommerce fraud rate from 1.69% in 2001 to .20% of sales in 2006 as a vital member of the Fraud Prevention Task Force; tracking and reporting on information regarding sales versus fraud, recommending systemic changes to automate fraud prevention, implement procedure changes.

Sales / Tech Support Manager

• Jun 1996 - Oct 1999

Cryptologic Technician

• Jul 1990 - Mar 1993

Ensuring the security of the United States Navy through information and communication security. Ensuring the security of the United States Navy through information and communication security.

Cashier

• 1988 - 1990