Eric Mcdonald Email & Phone Number

Cedar Rapids, Iowa Area

• Responsible for supporting, facilitating, and monitoring sales on behalf of the Sales team and clients; for coordinating with the direct operational teams to fulfill/resolve issues; and for all digital products.
• Collaborate with Sales leaders to monitor/report the outcomes of operational concerns, and with internal departments in to ensure issues are resolved; coordinate with Quality & Reporting Analysts to investigate and.
• Lead meetings and deliver presentations on behalf of Operations to the Sales organizations to provide education on current processes, improvements, and steps teams can undertake to foster positive customer experiences.
• Manage workloads and properly prioritize incoming requests.
• Continually improve Sales leaders' perception and confidence in Operations.
• Tasked with evaluating daily, weekly, and monthly issue trends and report cumulative statistics for Sales/Operations teams.

Cedar Rapids, Iowa Area

• Direct internal operations functions of the distribution department including pre-market, mailing and shipping, quality, fulfillment, distribution customer service, independent contractor recruitment, and recycling and.
• Developed, communicated with, and motivated distribution team members to accomplish objectives.
• Managed and ensured continuity of operations for the Cedar Rapids Distribution Call Center.
• Ensured internal operations met/exceeded service, productivity, and quality goals related to the distribution of print products; oversaw production schedules related to independent contractor recruitment, quality.
• Outlined departmental objectives and procedures for the internal Operations group.
• Tasked with forecasting/managing budgets, staffing, equipment, services, and materials; monitored expenditures; compiled, analyzed, and communicated data related to Distribution and other departments.

Cedar Rapids, Iowa Area

• Researched, developed, and implemented processes for Internal Operations units (Customer Service, Quality, Production), and verified that these units met established SLAs with internal/external customers; managed staff.
• Ensures the department met quality and timeliness deadline SLAs and communicated daily with direct reports to prioritize workflows; and authorized any necessary overtime.
• Accountable for monitoring trends and evaluating metrics; created, measured, and reported on customer service and productivity indices.
• Helped the department function at the highest levels of accuracy and efficiency; planed, coordinates, and assisted as needed with projects related to new system/software developments; and investigated/reviewed system.
• Monitored outstanding production work and issues; provided data to the Training department to help develop training programs; and design/implement project schedules.
• Conducted annual performance reviews for all direct reports; recommended merit increases; planned for future staffing, equipment, and space; and staffed open positions.

Master Of Business Administration (Mba), Mba

Bachelor Of Arts - Ba, Business