Ellen Ko Email & Phone Number

San Diego, California, United States

San Francisco, CA

• Manage many large campaigns simultaneously in a very fast-paced environment, involving many business stakeholders across all of Banana Republic Online and Gap, Inc.
• Define the technical scope of projects from inception, kickoff of project, through launch, ensuring the delivery of on-time, high-quality customer experience.
• Track campaign progress, including creative reviews and approvals, production validation and delivery, QA and deployment.
• Proficient in proprietary tools across the organization, managing site and mobile content execution.
• Ensure seamless communication on deadlines and decisions between cross-functional partners.
• Coordinate project activities from various business partners including Merchandising, Marketing, Creative, Inventory Management, Web Developers, IT, cross-brand teams, and 3rd party vendors.Selected Accomplishments:

San Francisco, CA

• Managed weekly promotional campaigns, managing them from inception to completion.
• Tracked campaign status of several projects at once, including creative reviews and approvals, QA and production.
• Communicated with cross-functional partners, developers, marketers, creative and merchants, to ensure seamless delivery of assets and that deadlines are met.
• Ensured flawless execution of site content through final assessment and QA of site experience prior to launch.Selected Accomplishment:
• Spearheaded the rollout of Asana throughout the digital production team consisting of 14 people.

Alameda, CA

• Supervised day-to-day operations of the office.
• Built out requirements by analyzing business and user requirements for electronic medical records software implementation.
• Maintained and tracked issues list with concerns regarding MaxSQL.
• Recruited, hired, disciplined and evaluated office employees.
• Resolved patient complaints and compliance matters.
• Managed medical/dental benefits, 401K plan, and payroll records for office employees.Selected Accomplishment:

San Francisco, CA

• Partnered with sales managers to ensure performance and operational goals were met by a sales team of 50 people.
• Worked with finance to generate revenue reports such as forecast reports and revenue reports reflecting quarter-over-quarter and year-over-year growth and revenue attainment for the VP of Sales.
• Provided critical analysis of monthly sales performance to the sales managers and the VP of Sales.
• Participated in the assessment of and conversion to the NetSuite CRM.
• Managed and administered Onyx using SQL queries.
• Provided Onyx troubleshooting support for the sales team.

San Francisco, CA

• Provided 1st & 2nd level phone support to external clients world-wide providing top-quality technical support utilizing advanced product knowledge of Axys, Dataport, DataExchange, and DTCC. **Average number of cases.
• Effectively prioritized and escalated tickets as needed.
• Managed a project targeting higher service levels for our team involving assigning a team lead, gathering phone statistics and getting feedback from the team on a weekly basis and writing a report based on the project.
• Created and edited 10 Knoweldge Base documents monthly for the team as well as individually.
• Achieved quality and productivity measurement targets through phone statistics.
• Exercised strong analytical and problem solving skills through listening, testing, collecting data, and analysis.

Alameda, CA

• Provided 1st & 2nd level support for 300+ sales employees world-wide via phone and email. Support included troubleshooting, QA testing, business process reviews, providing solutions, bug tracking, and bug escalation..
• Recommended application-wide changes to the development team which increased end-user interface usability and adoption.
• Managed a team of 2 people on a daily basis; delegated tasks to the team for the company’s data conversion process as well as post roll-out maintenance.
• Administered and managed data for Siebel including; importing/ exporting of contacts and accounts, sales territory changes, price lists and products.
• Trained 2 employees on proprietary software in preparation for data migration during Siebel Sales 6.3 roll-out.

Walnut Creek, CA

• Provided 1st & 2nd level phone support to 1,000+ internal clients for all desktop and voice related issues using the ACD system. **Average number of cases per day ~ 30.
• Created and managed Vantive trouble tickets; escalated issues to appropriate 2nd and 3rd level support when necessary.
• Provided solutions for hardware & software issues; escalated issues as needed.
• Served as the main point of contact to Priority 1 and Priority 2 coordinators when needed; ensured that voice and bulletin notifications were sent to the user community in a timely manner.