Mark Kastner Email & Phone Number

Philadelphia, Pa, Us

Fort Washington, Pa, Us

Miami, Fl, Us

Contracted to join start-up internet company with full planning, administrative, operating, and merchandising responsibility. Challenged to lead the design and functionality of the website that integrated e-commerce, community, news, features, stories, and auction including the delivery of personalized content using BroadVision One-To-One.• Implemented and managed a 4,000 item collectibles auction in partnership with Amazon.com.• Created detailed merchandising techniques that led the competition.• Maintained customer service response time under service level thresholds.• Implemented strict cost control measures that consistently kept expenses under budget.• Developed cohesive team to deliver timely content.• Maintained site “freshness” through daily changes that supported marketing campaigns and reflected current industry events.

Us

Recruited for the dual role as the Call Center and Telecommunications Manager. Led the organization’s growth from $14 million in sales and a 40-seat call center to $50 million in annual sales and a 100+ seat call center. Promoted to Vice President of the Racing Collectables Club of America. Responsible for all sales and customer service functions, seven NASCAR driver fan clubs, product selection and development, catalog merchandising, advertising, promotions and sweepstakes, and all e-commerce activities to support the same.• Increased customer base 71%.• Key designer of order entry and customer service computer systems.• Created “name your price” website which increased sales of stale inventory 12%.• Assisted with the design, testing, and development of goracing.com.• Designed multi-site/multi-state telecommunications network.• Negotiated vendor contracts.• Successfully managed new system implementation $56,000 under budget.• Managed and programmed all telecommunication systems including Lucent G3r switches, Audix, Conversant, CentreVu, call accounting, and mobile communications.

Phoenix, Az, Us

Managed telecommunications network including an 80+ seat call center. Responsible for call forecasting, call routing, vector programming, vendor relations, and contract negotiation. As Customer Service Manager, provided available and functional staffing for a 24/7 operation. Constantly monitored service levels and implemented policies, procedures, and incentives to achieve goals. • Re-designed vectors that optimized service levels.• Reduced telecommunications expenses 15%.• Created performance incentive programs.• Successfully managed 30+ toll-free numbers, each represented as a different business to callers

Dual responsibility as a Store Manager and the Training Manager for multiple districts. Responsible for all operations of the store including sales, customer service, human resources, merchandising, inventory control, cash receipts, and shrinkage. As Trainer, was responsible for training new store managers through a comprehensive 8-week course.• Increased sales 21% within one year.• Successfully managed high-volume store ranked 15th out of 420 stores in the company with annual sales of approximately $12 million.• Reduced inventory shrinkage from 30% to less than 0.5% (recovery of $88,900) in one year.• Developed manager training manuals.

B.S. (Magna Cum Laude), Justice And Social Inquiry

Human Resource Management