Anne Mao Email & Phone Number

New York, Ny, Us

Hauppauge, New York, United States

In my capacity as the head of the EOS® CX/Process division, I am committed to improving the customer experience and fostering operational excellence throughout the organization. By promoting cross-departmental collaboration and establishing strategic partnerships, I aim to align each team with the overarching objectives and values of the company. My responsibilities encompass leading business transformation efforts, enhancing workflows through automation, and applying data-driven methodologies… Show more In my capacity as the head of the EOS® CX/Process division, I am committed to improving the customer experience and fostering operational excellence throughout the organization. By promoting cross-departmental collaboration and establishing strategic partnerships, I aim to align each team with the overarching objectives and values of the company. My responsibilities encompass leading business transformation efforts, enhancing workflows through automation, and applying data-driven methodologies to optimize operations.I collaborate closely with various teams to create and enforce policies that promote a cohesive, customer-focused strategy. By effectively managing resources, overseeing vendor partnerships, and conducting market analyses, I ensure that each department's efforts are harmonized within the comprehensive customer experience framework. This integrated approach not only yields consistent outcomes but also fortifies the company's foundation, paving the way for sustainable growth and success. Show less

New York, United States

Throughout my professional journey, I have gained experience across diverse industries, including retail, CPG, and packaging, where I have primarily focused on operational and customer-facing roles. Over time, I have recognized the significance of establishing a solid operational foundation and enhancing customer touchpoints. Unfortunately, many organizations fail to invest adequate time and effort in building this foundation, resulting in inefficiencies, employee frustration, and underutilized… Show more Throughout my professional journey, I have gained experience across diverse industries, including retail, CPG, and packaging, where I have primarily focused on operational and customer-facing roles. Over time, I have recognized the significance of establishing a solid operational foundation and enhancing customer touchpoints. Unfortunately, many organizations fail to invest adequate time and effort in building this foundation, resulting in inefficiencies, employee frustration, and underutilized systems. This realization prompted me to establish CX OPS Evolution, a venture dedicated to optimizing operations before prioritizing customer interactions.My goal is to empower businesses with transformative strategies aligned to their unique company vision and provide them with the necessary framework and assurance to enhance their customer interactions. Show less

New York City Metropolitan Area

In 2022, I rejoined Ohana Paddling Association, taking on a role within the leadership committee. In 2023, I advocated for a modification to the leadership structure, rewriting the bylaws and introducing the organization's inaugural democratic voting process. By December 2023, I secured the position of Board of Director, serving alongside four other members. My tenure spans four years with the option to seek re-election in 2027.In my capacity as a board member, my duties encompass… Show more In 2022, I rejoined Ohana Paddling Association, taking on a role within the leadership committee. In 2023, I advocated for a modification to the leadership structure, rewriting the bylaws and introducing the organization's inaugural democratic voting process. By December 2023, I secured the position of Board of Director, serving alongside four other members. My tenure spans four years with the option to seek re-election in 2027.In my capacity as a board member, my duties encompass defining the vision and strategic direction, supervising officers, and formulating and sanctioning budgets. I bear a fiduciary responsibility to guarantee the organization pursues growth in a socially responsible manner. Show less

Lake Success, Ny

As senior director of customer experience for Gadge USA, I innovated and executed dynamic growth and operations strategies to elevate the customer journey and optimize customer success. I managed daily operations leading a team of 4 direct reports and 21 associates across 4 teams responsible for product development, account management, and creative services. I oversaw all aspects of new business development, including customer onboarding, brand strategy, customer journey, vendor… Show more As senior director of customer experience for Gadge USA, I innovated and executed dynamic growth and operations strategies to elevate the customer journey and optimize customer success. I managed daily operations leading a team of 4 direct reports and 21 associates across 4 teams responsible for product development, account management, and creative services. I oversaw all aspects of new business development, including customer onboarding, brand strategy, customer journey, vendor contracts/relations, team leadership, and performance management with a budget of $800K. I developed SOPs, ensured compliance with policies and procedures, and collaborated with customers, all business units, C-suite executives, and key stakeholders to ensure alignment with CX strategies and goals. • Championed the creation of the customer experience department; combined new business development and customer service teams to synergize the customer experience journey. • Increased customer engagement by 20% by designing the GADGE CX roadmap to redefine and optimize customer awareness. • Generated $14M in new business.• Delivered a 25% increase in conversion rates through effective brand strategies and presentations aligned with the CX “One Team value proposition. • Significantly improved productivity and enhanced internal relationships and communications by leading initiatives to relaunch SOPs, establish KPI metrics, and implement 3 SaaS systems to drive technology efficiency.• Elevated talent performance, engagement, and retention through client-focused mentorship, fostering career growth, and creation of a talent assessment program for succession planning; improved retention from 50% to 80%.• Enhanced and expanded product offerings by leveraging customer satisfaction feedback, market research, and emerging trends to create customized products and solutions. • Grew and strengthened existing business through on-site analysis of customer operations. Show less

Lake Success, Ny

In 2017, following the introduction of the new CX department, I dedicated a significant portion of my attention to training new employees in the CX model and establishing a robust foundation to serve both new and existing customers. Throughout this period, I recognized inefficiencies stemming from the absence of a more refined specification management system. I initiated the identification, negotiation, and onboarding of a digital platform aimed at enhancing process efficiency and optimizing… Show more In 2017, following the introduction of the new CX department, I dedicated a significant portion of my attention to training new employees in the CX model and establishing a robust foundation to serve both new and existing customers. Throughout this period, I recognized inefficiencies stemming from the absence of a more refined specification management system. I initiated the identification, negotiation, and onboarding of a digital platform aimed at enhancing process efficiency and optimizing productivity in critical functional areas, welcoming SpecRight to the company. Show less

Lake Success, Ny

As director of business development, I had one goal in mind: to drive meaningful change across an entire organization, extending beyond a team or department. Half a year after starting my role, I identified a gap in process and communication between the two customer-facing teams, namely business development and customer service. To address this issue, I recommended merging both departments to establish a unified Customer Experience team. Within a span of three months, I developed a… Show more As director of business development, I had one goal in mind: to drive meaningful change across an entire organization, extending beyond a team or department. Half a year after starting my role, I identified a gap in process and communication between the two customer-facing teams, namely business development and customer service. To address this issue, I recommended merging both departments to establish a unified Customer Experience team. Within a span of three months, I developed a comprehensive strategy for introducing a new department, implementing new job functions and titles, revising standard operating procedures, and, most importantly, cultivating a culture that embraces the idea that change is positive. Show less

New York, Ny

As global sourcing manager, I developed and executed innovative brand strategies for products and stores, including packaging, vendor management, and strategic sourcing. Leading a team of 4 direct reports, I oversaw global sourcing of primary, secondary, and tertiary packaging for all channels of Gap with an $8M packaging budget. By collaborating cross-functionally with design, merchandising, production, and store design teams, I translated design concepts into commercially viable packaging… Show more As global sourcing manager, I developed and executed innovative brand strategies for products and stores, including packaging, vendor management, and strategic sourcing. Leading a team of 4 direct reports, I oversaw global sourcing of primary, secondary, and tertiary packaging for all channels of Gap with an $8M packaging budget. By collaborating cross-functionally with design, merchandising, production, and store design teams, I translated design concepts into commercially viable packaging solutions.• Achieved a combined savings of $4.5 million from 2013 to 2014 by sourcing and integrating sustainable materials that aligned with brand aesthetics, lead time targets, and cost strategies.• Increased supplier response rates by 75% and reduced negotiation duration by 20% by optimizing RFP, RFI, and RFQ processes with global manufacturers. Show less

New York, Ny

As a business development representative for Avery Dennison, I developed and executed growth strategies for 4 of the top 10 US department stores, excelling in the Miller Heiman Strategic Sales methodology for lead conversion, adoption, client onboarding, and contract renewals. I established relationships with key client stakeholders and executive sponsors, gaining an understanding of customer business strategies and expectations.• Drove a 30% boost in retail branding sales goals for… Show more As a business development representative for Avery Dennison, I developed and executed growth strategies for 4 of the top 10 US department stores, excelling in the Miller Heiman Strategic Sales methodology for lead conversion, adoption, client onboarding, and contract renewals. I established relationships with key client stakeholders and executive sponsors, gaining an understanding of customer business strategies and expectations.• Drove a 30% boost in retail branding sales goals for apparel, beauty, home, footwear, and accessory products by spearheading impactful sales campaigns. • Increased customer retention by 17% by implementing a client-focused approach through business assessments, tailored solutions, and on-site support. Show less

Farmingdale, Ny

As sales and marketing manager for Belco Distributors, I established comprehensive brand marketing guidelines for the parent company, private labels, and subsidiaries while managing all marketing facets, print and digital media, retail store signage, private label branding, trade show displays, and photography.• Enhanced digital traffic and captured conversion rates through effective strategic marketing plans; created and administered retail and e-commerce promotional campaigns.

New York, Ny

As senior graphic designer, I led the development of comprehensive packaging programs for designated accounts, offering on-site packaging design consultations at TJX headquarters in Framingham, MA. • Conducted extensive research on diverse retailers to understand their unique packaging needs and preferences. • Analyzed packaging trends and competitors' concepts, identifying opportunities for innovative solutions. • Stayed updated on the most recent packaging materials and techniques… Show more As senior graphic designer, I led the development of comprehensive packaging programs for designated accounts, offering on-site packaging design consultations at TJX headquarters in Framingham, MA. • Conducted extensive research on diverse retailers to understand their unique packaging needs and preferences. • Analyzed packaging trends and competitors' concepts, identifying opportunities for innovative solutions. • Stayed updated on the most recent packaging materials and techniques embraced by retailers.• Compiled detailed reports summarizing findings, informing the team's packaging design strategies. Show less

Melville, Ny

As graphic web designer, I supervised and handled all design aspects within the web development department. This involved creating tailored ad formats for successful digital media campaigns. This included creating tailored ad formats for impactful digital media campaigns and revitalizing existing websites to boost online visibility and elevate user experience (UX).• Authored comprehensive policies and standards documentation pertinent to the web development unit.

New York, United States

As a hardware support & web intern I provided troubleshooting support for Windows and Mac systems and consistently updated webpages with fresh content on a weekly basis.