Eric Bible Email & Phone Number

Maintaining and optimizing online buy flows for the Marketing department of a prominent Media and Communications company.Supported implementation of UX functionality that resulted in exceeding existing checkout process sales by about 3% for a conversion rate of close to 20% against a site visitor count in the mid-to-high 5-figures.Contract renewed to support an initiative to optimize the site performance in terms of speed and sales conversions for 3 other products within the client's offer portfolio - work is ongoing therein where we have begun by implementing Angular Material to replace a previous UI/component library that was in use.Starting with the initial product page where we optimized conversions during the holiday period: we have reduced page load times by more than half of the initial baseline.

New York, United States

Specialized in sales-focused Web Design and Development for various small business clients. Launched solutions for industries ranging from Culinary/Private Chef to Fitness/Recreational Sports, General Contractors and Non-Profits

Worked with teams to develop multiple full stack web applications and streamlined project solutions to meet client needs. Developed application to facilitate community and peer support network building for individuals at various stages of addiction recovery. Iterative development ongoing. Pushed code to GitHub an average of 5-7 times/week after completion of training program.

Big Flats, New York, United States

Performed in top 20th percentile against a staff of 100 peers.Coordinated large parcel deliveries for company by handling inbound and outbound contacts that would interface directly with customers, internal departments and drivers/delivery network. Secured logistics and confirmed shipping/arrival dates in support of the final mile supply chain.

Was directly responsible for global project lifecycle focused on new client implementation or existing client growth. Managed cross-functional teams including Account, Operations, IT Infrastructure, Finance, Strategy et. al. to define and execute on project scope.Managed various small-scale new-add FTE pilot projects for sales and service initiatives across multiple industries/business sectors, such as Tech, Healthcare, and Finance. At the approximately 5 month mark of my company tenure: was selected to oversee the initiation of and collaborated with a team of peers on a large government disaster relief project to successfully implement a gross total of 3,000+ FTE for support of impacted communities and citizens by the North American series of natural disaster strikes circa Summer 2017; primarily Hurricane Harvey.Single point of contact for project documentation tracking and communication across both internal and external stakeholders. Responsible for risk assessment and mitigation throughout the project lifecycle while managing our client timeline requirements. Weekly communication of project progression and status to the internal executive leadership team.

Was directly responsible for global project lifecycle focused on new client implementation or existing client growth. Managed cross-functional teams including Account, Operations, IT Infrastructure, Finance, Strategy et. al. to define and execute on project scope.Single point of contact for project documentation tracking and communication across both internal and external stakeholders. Responsible for risk assessment and mitigation throughout the project lifecycle while managing to client timeline requirements. Weekly communication of project progression and status to internal executive leadership team.Managed 7 different projects of varying size and scope to successfully implement a gross total of 1,600+ FTE: -Lead a key IT telecom upgrade and hardware deployment project with zero service interruption across multiple clients and industries exceeding over 1,000 FTE in total workforce. -Implemented an innovative mobile technology project that lead to standardized documentation and best practices for peers to employ on similar launches.

Oversaw call center operations for a team of supervisors to ensure client product knowledge and drive customer service relationships; managed an average of 10-12 supervisors. Directly responsible for the operations of a $5M annual revenue stream.Tailored presentations to various audiences in order to effectively discuss the business in appropriate terms to facilitate understanding of drivers of current performance, goals for future performance and gained buy-in on next steps needed to reach said goals.Reduced annual attrition by 36% through continuous optimization and best practice implementation.Increased gross margin by 4% and secured optimal performance to sustain the growth in profitability long term.Lead operations in the launch of e-mail and chat for a highly complex Fortune 500 client. Spearheaded the implementation of several specialized pilot teams for Fortune 500 client which yielded a highly lucrative contract extension.

Key role held in development and implementation of strategic staffing and hiring plans to satisfy client requirements and meet organization financial commitments.Updated complex standard reports and prepared supplemental reporting/analysis under narrow timelines which illustrate historical business impacts and improve financial forecasting accuracy for review with Site Director and Regional Senior Leadership.Was responsible for forecasting of staff and site financials as well as all vendor relationships and invoice management for the company.Delivered course instruction to new hire employees on their financial impact to current employer’s business.

Enterprise coordinator of four different contact center locations on a technological project for our shared client's initiative to streamline system access hierarchies; directly responsible for organized process documentation and presentation.The effort of process and system discovery lead to documented suggestions for improvement which proved to streamline ID Administration and Hierarchy maintenance across the enterprise, reducing the frequency of system driven, customer impacting, errors from weekly to semi-annually.

Directly managed a team of 18-22 employees on average, taking responsibility for monitoring and providing guidance to improve their performance.Held employees accountable to company and client policies and procedures on the job, including customer facing and intrapersonal conduct.Authored professional correspondence to colleagues, customers and vendors.

Customer Service Supervisor, on the job traineeTook part in company leadership training program and applied these lessons incorporated with my own skills to onboard new hire associates to the program as they transition from the classroom to the call floor

Fielded inbound and outbound contacts from customers and internal peers and colleagues in order to properly assist and troubleshoot customer device and billing issues. Regularly mitigated customer escalations.

Bachelor Of Science - Bs, Information Technology

Education record