•Continued and expanded on responsibilities as Marketing Manager.Key Accomplishments:Implemented call tree systems with Ring Central to load shift and route external customers and internal staff. The new system mitigated extra touches and transfers saving customers time in queue and unnecessary touches by office staff.Upgraded server based database software to cloud based system in Field Harmony. System reduced paperwork by 50% and allowed for remote push of jobs to technicians.Led management team in conjunction with a commercial real estate broker to seek an upgraded work space to accomodate growing staff and inventory demands. Coordinated facilities move from Cupertino to Santa Clara.Built customized training plans for each new staff member based on their existing experience. Training modules included culture and systems based class environment, one on one mentoring, shadowing, and regular check-ins with director supervisors and management team to establish goals and work towards benchmarks.Onboarded key manufacturer partners like Dacor, General Electric, and True Manufacturing to build a pipeline of work both in and out of warranty.Worked with a Web Designer to build architecture of De Anza Appliance's second iteration of their website. Updated key business materialas via Word Press.Developed emergency strategies for COVID including in home and office procedures to protech employees and clients, quarantine strategies for exposed or infected team members, and leveraging digital assests to allow the Service Manager and customer service team to work from home as needed.

Business Development• Initiate, develop, and manage relationships with appliance manufacturers, showrooms and property managers• Train distributor, showroom, builder, and property manager clients on warranty repair procedures• Investigate new markets, services, and channels for business development opportunities• Draft and edit quarterly marketing and operations blueprint and long-term business plan Human Resources• Author and update job descriptions and market salary data for positions • Hire new office and field staff• Train dispatchers and appliance technicians in customer-focused, value-driven customer experiences • Work with ownership team to evaluate and review employee performance • Stay current with human resources lawsMarketing• Craft social media and web presence through content management, customer response, paid advertising, press releases, and SEO development • Price service offerings in accordance with financial goals • Attend Business, Community, and Networking events to represent De Anza Appliance Brand• Build and execute promotion calendar• Manage vendors for graphic design, web design, and web marketing as needed Operations• Supervise dispatcher and office admin staff• Introduce office automation tools to digitize workflow to increase office productivity • Analyze financials, call trends, and completed calls to manage market trends and technician performance• Control automated in-bound warranty requests based on season and work-load• Monitor information systems for company’s email, CRM, and vendor portals• Back-up Dispatch, Parts Manager, and Service Manager functions.• Work with Service and Training Manager for technical apprentice goals and scheduling

Aid comic and hobby gaming enthusiasts select the best products tailored to their interests, current purchases, and player communities. Keep current in comic and gaming trends and recent publications to recommend new titles and product. Demo gaming product to employees and customers. Run regular tournaments and ongoing campaigns of role-playing, collectable, and customizable games. Promote gaming communities and comic readership through social media and word of mouth to customers. Create and organize merchandising displays that encourage walk-by browsing and add-on sales.

Assisted prospective students in the program discernment, career advising, and application process. Hosted on-campus tours, information sessions, and one-on-one consultationsScheduled and attended college and community outreach events. Managed applicant pipeline following up on recent inquiries, application deliverables, and acceptance letters.

Managed key accounts generating over $1 million in sales annually. Master level product knowledge in residential plumbing, lighting, door hardware, and HVAC systems. Prospected repeat, professional clients from inbound sales leads. Mentored new hires on culture, process, products, and systems knowledge.

Executed cradle to grave recruiting initiatives, involving stakeholders at all levels of the company. Authored phone screens and panel interview scripts to gauge behavior, cultural, and technical fits. Reduced turnover in sales and data positions through job requirement redesign and assessment implementations. Directed internship program, sales training team, and events planning committee on limited budgets. Created personal development plans and initiated career counseling for operations and sales staff

Provided pre and post-sales support for inbound calls. Multi-tasked orders management functions and digital merchandising projects with routine job duties. Led customer service team in month-to-date sales and sales conversions. Designed and taught master level plumbing sales classes

Provided reception services for employees, students, and candidates. Maintained and audited sensitive student employee charts. Authored and mailed applicant rejection letters. Edited and published monthly employee neweletter. Provided minor computer troubleshooting.

Processed microchip wafers during the chemical deposition process. Developed training modules for new quality assurance software developed in the Italian branches. Hosted intern excursions such as white water rafting trips, ice cream socials, and poker nights.

Recommended solutions for kitchen and laundry room remodel projects within customers requirements and budgets. Sold delivery, installation aids, same-as-cash financing packages, and extended warranty plans. Led sales team in units sold during private sales. Assisted with two-man deliveries and installations.

Provided customer service and front-line dispatch support for appliance service. Filed invoices, audited technician route sheets, maintained parts inventories. Responsibilities overlapped taking on sales responsibilities.