Summary
Self-motivated professional with the ability to learn quickly; Excellent analytic and project management skills; Efficient at time management and problem resolution.
Work Experience
eCommerce Product Support Specialist
Zoovy - September 2012 to Present
- Assist, troubleshoot and train customers on the Zoovy eCommerce platform.
- Help customers with product syndication to online marketplaces (i.e. Amazon, Ebay, Google, Buy.com).
- Identify customer issues and resolve or escalate to proper personnel in a timely manner.
- Manage and respond to incoming support issues via phone and a ticket management system.
- Research technical problems to help analyze and document problematic trends and issues.
- Product quality assurance and testing.
- Zoovy has integrated with the top marketplaces: Amazon, eBay, and Buy.com in an effort to help merchants diversify and sell more online.
eCommerce Manager
Hookit.com - April 2009 to August 2011
- Managed eCommerce operations, including store builds, implementations, integrations, affiliate networks, reporting, PPC and third party vendor relationships with MR Innovations, Shopatron and Authorize.net.
- Oversaw daily operations and managed client relationships for 33 brands with stores, 4 affiliate systems (Commission Junction, Google, AvantLink and Linkshare), and related engineering projects.
- Responsible for notable brands, such as Monster Energy, Spy Optic, Scott USA, O’Neal Motocross, Acerbis
- Responsible for weekly, monthly, quarterly and yearly revenue reporting, and reporting of analytics via Google Analytics and store traffic analytics from internal tracking sources.
- Contributed to growth of 16% in 2010. And 27% in Q1/Q2 of 2011. 2011 is on pace for 35-40% growth.
- Routinely confronted with complicated obstacles between the main site and store systems that needed strategic problem-solving while keeping in mind the business implications.
- Responsible for driving traffic to stores and accountable for revenue goals.
- Identified and outlined key functionality enhancements to be engineered for the store systems (i.e. XML product options, lowest price, buy something get something free, etc.)
- Developed ‘Hookups’ advertising feature that allows brands to offer special product deals on the network and through the mobile apps for iPhone and Android.
- Extensive knowledge of software functionality and performance to successfully identify and report faults to software engineers and product managers.
- Internal and external project management via Google apps, Zoho and Basecamp as well as systems developed within the company.
- Hookit.com currently has over 750K users, with 8+M Pageviews and 500K Unique Monthly Visits.
eCommerce Manager
Phoenix Footwear Group - October 2006 to October 2008
- Promoted into this position to head up the eCommerce Department reporting directly to the Senior Vice President of Operations.
- Managed two direct reports; a Web Coordinator and an eCommerce Graphic Artist.
- Oversaw day to day operations of all websites, online stores and eCommerce systems.
- Strategic development of new eCommerce sites from scratch and integrating all necessary systems from customer facing to warehouse fulfillment.
- Managed new development and system upgrades.
- Accomplished the seamless transfer of existing online stores to a new eCommerce platform. This was successfully done first with H.S. Trask without any customer facing interruptions or loss of revenue.
- Responsible for forecasting, purchase orders and overall management of merchandising for the various sites.
- Managed paid keywords and SEO/SEM.
- Code development and database management when necessary (.Net, Javascript, HTML, DHTML, CSS, SQL).
- Planned and executed Email marketing campaigns to customers.
- Troubleshooting of customer account and customer order problems as they arise.
- Reported on site analytics to the Brand Managers and Vice Presidents of sales
eCommerce Graphic Artist
Phoenix Footwear Group - May 2005 to October 2006
- Sole Graphic Artist responsible for graphic content of all eCommerce websites, company corporate site, dealer extranet and company intranet.
- Graphic Design of email campaigns for 5 eCommerce sites.
- Re-concept and re-design of websites. Development of new sites from the ground up considering GUI flaws in the current sites and adding much needed functionality.
- Assisted the eCommerce Manager in problem solving and digital logistics of moving the eCommerce sites from one platform to another.
- Consistently involved in solving complex issues (back and front-end) related to the web site operations.
- Extensive color correction and color making of files from product photography.
- Created Flash files.
- Hand coding of HTML, .NET and Javascript.
- Responsible for all in-house product photography.
- Producing print materials; catalogs, trade-show posters, direct-mail pieces, etc.
- Troubleshoot database information and inventory feeds in an AS/400 environment.
Assistant Manager/Head Doorman
1st Street Bar - February 2002 to May 2005
- Hire and fire other doormen and bar backs. Set work schedules.
- Backup the bartenders when needed.
- Keep the general peace in the establishment.
Electrician/Retro-Fitter
Retro-Tek Energy Services - December 2002 to October 2004
- Retro-fitting of light fixtures to newer technology.
- Repair, replace and troubleshoot non-working fixtures and circuits.
- Install new wiring, junction boxes and receptacles.
- General electrical service and repair.
Production Coordinator/Graphic Artist
ComputorEdge Magazine - February 1995 to December 2002
- Facilitated the start-up of our weekly issue of ComputorEdge Magazine into Colorado.
- Coordinate all production aspects of the weekly ComputorEdge Magazine Colorado Edition as well as the bi-weekly ComputerScene Magazine New Mexico Edition.
- Colorado and New Mexico were prepared digitally by myself for the printer.
- Additionally responsible for the weekly production operations of the San Diego issue of ComputorEdge Magazine.
- Design from concept to layout of advertisements both one-color and four-color process based upon client needs and design expertise.
- Process all digital scanning of line, grayscale, and full color art.
- Assist the IT Director for systems administration for the production department (Windows 2000/NT and Macintosh machines).
- Responsible for maintenance and development of the ComputorEdge Online Website.
California Computer Conference Manager
ComputorEdge Magazine - February 1995 to December 2002
- Design floor plan layout; booth arrangement, sponsorship areas, special exhibits.
- Manage the physical set-up and tear-down of the show.
- Coordinated software for the Computer Learning Center and the Computer Gaming Center.
- Prepared a forecast budget for communication equipment, security and various staff related expenses.
- Establish interviews for TV and Radio with experts in various fields of knowledge.
- Involved in the production of all print media related to the Expo.
- Additionally responsible for policing exhibitors.
- Accountable for handling lost children, medical emergencies, and attendee issues.
Technical Skills
Software
Adobe CS4 Suite
Microsoft Office
Web Technologies
.NET, HTML, DHTML, CSS, Javascript, Mivascript
Education
ITT Technical Institute
Associates of Applied Science Degree; Electronics Engineering Technology
Graduated 1995
