As the worldwide operations manager for Microsoft's extended warranty/insurance business, I spearheaded initiatives to drive automation and support for internal and external customers, leading to increased adoption of self-serve tools and substantial cost savings.I efficiently directed, coordinated, and monitored daily business operations, successfully bridging the gap between project stakeholders to meet business deliverables. Moreover, I ensured that all operations adhered to compliance and risk requirements, maintaining a strong focus on risk mitigation and regulatory compliance.Selected Achievements: * Successfully managed contract negotiation and vendor spend analysis, achieving year-over-year cost reductions while maintaining significant improvements in turnaround time.* Improved team collaboration and service performance by analyzing business trends, identifying developmental needs, and implementing effective coaching techniques.* Utilized Microsoft's capabilities to effectively address significant gaps in customer experience, resulting in the resolution of multi-million-dollar issues.

Managed launch of device warranties for brick & mortar and online stores across 27 countries for both Consumer and Commercial customers. Worked across multiple business groups as the retail store merchandise team representative for the rebranding of Microsoft extended warranty program. Managed the Microsoft Recycle for Rewards used device and game trade in program with emphasis on marketing and promotional opportunities to drive customer loyalty and conversion to Microsoft operating systems. Supported the SMB and EDU sales team for device support as related to warranty and customer service levels for Microsoft's commercial and education customers.

Directed activities to identify business improvement opportunities that resulted in increased customer satisfaction, product quality, reduced costs, process improvements, and reduced fulfillment time across the E-Commerce platform.Reduced E-commerce store operations costs by 35%.Increased average order amount by 25%.Decreased customer service issues by 50%. Identified new business opportunities and developed relationships with new partners utilizing the platform and content.Responsible for all virtual goods and revenue opportunitiesOwned the P/L for the retail business, including operations, finance, marketing and customer service.Conducted industry research to identify current trends, best practices and relevant topics to ensure client needs are being met. Developed long term strategies and plans to support business goals and objectives.Oversaw contract administration, including interfacing with the legal department on contracts. Maintained vendor, partner, and client relationships to build stronger, profitable businesses and achieve mutual goals. Managed and worked with marketing and design teams to develop strong email ad campaigns to drive sales and meet partner goals within the specified timelines.Utilized web analytics for more precise product assortments and page placements. Developed innovative products that met consumer needs, while considering pricing, assortment and timeliness of delivery.

Promoted to Senior BuyerSummary of experience Plan inventory levels to meet sales goals, inventory turn and profitability. Use supplier production capabilities, shipping lead time to maximize inventory. Maintain vendor relations both internationally and domestically.Maintain financial goals for both sales and gross marginWork with numerous internal teams to meet company and department goalsManage branded merchandise contract to meet sales and marketing goals for 5 different brands.

Responsible for the creation and direction of 4 different branded merchandise websites dedicated to extending the brand message via logo merchandise, carry cases, equipment covers and hard goods. Selected products via RFQ process, vendor capabilities to support quick turnaround items to meet sudden event participation needs. Directed web teams in creating a unique look and feel for each brands website representing a different customer and taking into consideration site functionality and user experience. Negotiated and reviewed contracts for 3rd party fulfillment of shipping, sourcing and business plans for future requirements.Attended tradeshows such as PPAI , ASI and Incentives show to find new and innovative products to support our company tradeshows and to support new products for each brands web store.