Keith Bowles is a proven leader in business startup, operations, and digital customer care, with more than thirty years of experience directing organizations in designing and implementing a solid customer support strategy for B2B and B2C ecommerce and web operations. He has brought his unique blend of operational expertise, brand management and customer satisfaction to Top 100 companies such as 1800Flowers.com and Scholastic Inc. He was responsible for the total customer care experience for Scholastic’s range of ecommerce sites, ramping up customer satisfaction levels by 30% for more than six million monthly visitors, generating over $300 million in sales annually. As a noted process improvement expert, Keith has guided contact centers to increase productivity and reduce operating costs while simultaneously improving the customer care experience. Most recently, he has been do-owner and operator of three service oriented and retail business operations. SKILL AREAS: * Client Relationship Management * Strategic & Tactical Planning * B2B & B2C Operations * Web Analytics * Marketing * Program Management * Business Development * Promotions Management * P&L Management * Vendor & Contract Management * Productivity Enhancing Strategies * Email Response Management / Chat / VOC * Quality & Process Improvements * Technology: e-Commerce Platform / Transition / Agile/Scrum/Waterfall / CRM Platforms / Payment Processing Platforms * Multitasking in Fast-paced Environments * Highly Organized & Strong Analytical Abilities * Articulate Oral & Written Communication * Quick Problem Resolution & Decision Making * Team Building, Training & Development