Responsible for all IT support for the companies local MS Exchange accounts and server management. Develop business plans for development of new and existing changes within the online PSM Pro Compliance Repository Application and ViTA tablet inspection application, insuring clients have a functional cloud application to store OSHA/EPA and IIAR Compliance documentation. Defining and developing RDLC SQL.Net reporting.

Responsible for all operational management of 100K Sqft order fulfillment center: Order picking, packing, shipping, restocking and cycle count activity. Order activity volumes of 20k-30K items a day. Manage personnel scheduling and order releases to maintain defined client service level agreements. Strategic planning and coordination of new client launches. Production kit build management. Cradle to grave support for all aspects of logistical support for the company. Product lines supported; jewelry, cosmetics, electronics, health food , clothing and marketing material.

Responsible for all Call Center and Customer Service related issues with in the organization. Configure, manage and maintain Mitel 3300 ICP, Nu-Point Messenger, Prairie Fyre, CCM. Provide quotes to sales and program management teams for call center service requests, including inbound, outbound, email, IVR, web chat and SMS messaging services. Manage call center schedules, forecasting and attendance adherence. Accountable for all client call center SLA metrics are meet to including calls, email response, and web service events. Perform all call agent/leads/supervisor personnel performance reviews. Responsible for salary budgeting and revenue forecasting.

Responsibilities include understanding and documenting business requirements and translation of those requirements into internal support systems. Responsible for the documentation of current and proposed business processes and work on projects as assigned, management of client relationships and technical teams that interface with internal teams. Detailed technical designs (business process flows, data modeling, forecasting). Meet with IT Development and other Product/Program Managers/Directors to understand their requirements. Clearly communicate business requirements to development staff. Assist with designing infrastructure for data capture / distribution and integration. Enterprise Application Integration (EAI) - determine what data is captured, how it will flow through an organization, how different applications will share data; determine what data should be displayed to customers/client/others. Monthly client billing services and daily/weekly program status reporting. Programs include services for order processing and fulfillment, repair event and customer relations management, e-store consumer sales services, technical support help desk services for Level 1 and Level 2. Client services include program consultations to review opportunities to increase program performance utilizing innovative new technologies and out of the box management ideas.