SIG is the brand of choice amongst the U.S. Military, the global defense community, and law enforcement.

•Worked with founders on turning their ideas into procedures, processes, and technology for an E-commerce/retail startup. The project encompasses project planning, Operations, fulfillment, E-commerce, contact center and reporting.•Executed ad-hoc projects for various clients: NetSuite custom solution for a subscription business, Celigo implementation for Shopify sites, Celigo CloudExtend implementation, and WooCommerce rollout.•Helped with NetSuite admin, configuration and WMS at a consumer product company(Recteq)

•Head of all things ERP - NetSuite. The company operates in marketing, retail,international, distribution and direct to consumer (contact center and E-commerce). ERP supported $290 million in net revenue for 2020.•In charge of sorting out priorities, planned approach, deadlines, and execution across enterprise projects and stakeholders.•Responsible for directly recruiting and building an offshore team of top-tier Oracle NetSuite resources. Creating significant savings in payroll.•Architect for solutions and everyday support for marketing, domestic/international sales, accounting, factories, warehouses, E-commerce and BPOs.Responsible for e-commerce integrations.•Oversaw cross-functional/multinational teams. Both functional and developers.•Managed vendors and all 3rd party integrations. Responsible for scope and implementation for WooCommerce, PayPal, Amazon, Shopify, Celigo, AvidXchange,•Initiated business solutions and process re-engineering.•Responsible for successfully building out the company's entire E-commerce team in South America. Consequently, delivering an E-commerce platform at a third of the cost for development.•Mentored and managed functional analysts and developers.•Various projects around data processing, API integrations, security, AWS instance organization.NetSuite, WooCommerce , Shopify, Jira, SPS, Avidexchange, Celigo , Avalara

Supported business solutions for clients in media, E-commerce and DR industries.Leading entire cycles from big business idea to implementation. Projects in Data centralization (AWS>SQL>Tableau), E-commerce, OMS, CRM.Acting as Interim Product Manager for a subscription-based E-commerce site. (online memberships/ hard goods)Contract renegotiation for Software solutions, therefore decreasing operation cost for the client.

•Responsible for RFP, vendor selection, execution and user training of new contact center technology that rolled out across BPOs. Encompassed ACD, Scripting and Reporting.Product owner for the deployed solution.• Implement software to govern and document processes which managed work between departments and external vendors (Redmine and Jira)• Lead Oracle EBS integration for internal and external vendor applications.• Responsible for data feed integrations into reporting systems.• Manage major contact center projects and cross-functional teams within CC, IT, Ops and Business. Including 3PL and offshore teams.•Manage the Contact Center, readiness team.The team is responsible for system and operational readiness at high volume, internal and external contact centers. Planned and executed a Canada expansion project for Telemarketing that risked an existing 20MM a month operation if not executed correctly.Technology: Oracle EBS, Tableau, Singlecomm, Redmine, Jira, Enterprise Smartsheets, APIs.

•Elicit requirements for CRM software selection. Configured and moved media buying processes into a CRM platform. Included data migration from SugarCRM and SFDC into Open Source CRM.•Gathered requirements for process implementation in Media Buying Software.•Worked on automation of invoice reconciliation for high volume media buying company. Involved managing across accounting, vendors and media stations.Technology: Coremedia, SFDC, SugarCRM, VTiger, JiraRecruited by Beachbody

•Responsible for all IT and Operations(Projects, staff, day to day)•Facilitate between executives, internal and external entities to align company vision with technology and resolve business and technical hurdles for stakeholders.•Develop specification documents from requirements and use them to control mechanisms for software development, infrastructure changes, and business process re-engineering.•Technical business analysis for marketing, finance, production, and design departments.•Analyze impacts to applications during upstream and downstream interfacing of systems.•Implementation and ongoing admin for Atlassian (Jira, Confluence)•Make recommendations and propose technical/non-technical solutions to solve business problems and meet business requirements.•Conduct weekly meetings with the head of departments to set company priorities and project acceptance.•Elicit requirements, RFP, gap analysis, vendor selection, negotiations, and execution to replace order/customer management systems.•Identified E-commerce inefficiencies through gap analysis and changed web infrastructure, which resulted in a more holistic approach for SEO, SEM, CMS, A/B testing, Analytics, etc. Implemented and admin for Magento, Joomla, Boonex, all things web.•Responsible for SEM outsourcing and ongoing performance.•Successfully outsourced our E-commerce development due to the need for additional resources. Significant cost savings.•Was assigned the immense challenge to turn around a major legacy project in order to launch our flagship online product. The project was corrected and delivered after rectifying major issues and scrambling a new team of designers and developers. I managed the overall project as well as played a hands-on role in development> online tool > eCommerce landing pages>servers> online marketing> Order/ CRM system setups> Call Center Readiness> among many others.Orderwave, Ordermotion, Five9, Tableau, CMS,Livehelpnow, Zendesk.Recruited by Intermedia

•Execute on system and operational readiness for marketing campaigns.•Make recommendations and propose technical/non-technical solutions to solve business problems and meet business requirements•Admin for order management systems and CRM.•Integration and hands-on admin for ACD, IVR and predictive dialer.•Managed workload for development teams in Peru and India based on company priorities.•Responsible for customer service department as well as all call center,vendor relations.

•Originally brought in as a consultant just to analyze and fix broken data processes which hindered the reporting of heavy media spend for management and marketing.•Helped business to set up data points and data imports for all media buyers in order to unify reporting for media planning and buying.•Researched and resolved issues regarding the integrity of data flow into the order processing system which greatly decreased order loss.•Responsible for integration of new call centers, websites and affiliates.•Speared the successful Telecom platform move from legacy vendor to new carrier Five9 and therefore resulting in significant savings and upgrade in technology.•Tasked with taking over the entire technical infrastructure and recruiting new technical personnel to maintain network and data systems.•Identified and presented the risks in having all of our critical systems within our physical location. Directed the move of our systems to the cloud with an emphasis on contingency.•Investigated company processes that were causing delays and brake down in marketing and execution of campaigns within our systems. Found that many issues were not system or technically related and therefore led and implemented new procedures.•Admin for order processing system and CRM.

•Managed numerous, simultaneous, small to large, complex projects. Latest projects included ERP replacement, VoIP infrastructure, moving corporate office, and data center location.•Responsible for call center software deployment for 800+ users in a busy direct marketing environment. Encompassing call center, sales, customer service, collections, and business users. •Configured company wide ACD,call flow,IVR,predictive dialer,reporting,etc. based on elicited requirements.Hands-on administrator for the system.•Researched, selected, delivered, administered ERP and CRM for sales, insurance, mortgage, and vocational business lines.•Delivered IT services to support business.•Led cross-functional teams in a multi-site environment (US, Mexico, Peru). Teams encompassed IT, consultants, marketing, sales, and operations.•Function testing, user acceptance, training content, train the trainer, roll out schedules and documentation.•Facilitated between executives, internal and external entities in order to align company vision with technology and resolve business and technical hurdles for stakeholders.•Supervised and mentored a team of 4 project managers.•Conducted “Executive Steering Committee”, setting corporate priorities and project acceptance.•Risk management, scheduled, planned and communicated workarounds due to system downtime and maintenance.•Hands-on processing of RFP, contract negotiation, and vendor relations.•Upheld genuine relations and positive customer service by communicating, mediating, negotiating and defusing among all levels of internal management personnel.•Significant amount of responsibility extended to forming non-IT modes of operation, rules and business process re-engineering for leads processing>sales rules>collection approach>reporting criteria.

•Documented and processed all project requests stemming from marketing, sales, operations, collections and customer service departments.•Elicited and documented requirements from stakeholders in order to fulfill operational needs for new products,business lines, and projects.•Managed call center system readiness in two countries.•Managed call center activities for catalog business line.•Speared the automation and functional design of company's first point of sales system which started at lead capturing and transitioned all the way to order processing and post order servicing.•Advocate and approving body for module changes within IT systems in order to streamline sales,operations and fulfillment processes.•Assigned weekly,monthly schedule of deliverable items for development team..•Accountable for analyzing work queue ,sales and delivery reports and personnel in order to enhance, solve and prevent operational breakdowns. •Liable for UAT ,QA ,system training ,training materials and launching training dept that covered over 1,000 users in two countries.•Apply legal, security and fraud prevention tactics within system and procedures.•In charge of system bug tracking and resolution for all departments which included sales system, telecom, reporting and commission system.•Resolved any and all issues for sales and operations which could affect sales and deliveries.•Main resource for process flow and mapping of retail catalog, auto insurance and mortgage business launches.

•Managed all aspects of a forty seat call center ,fraud prevention, credit rating and credit card processing department.•Head of department which resolved over 3,000 daily service requests and calls from internal and external clients.•Created and implemented credit model ratings used to establish line of credit.•Responsible for bringing and distributing predictive dialer technology which streamlined sales and collections process and increased profit.•Brought in call center ACD technology and reporting while creating schedule adherence which increased service level dramatically.•Achieved top rate customer service levels for department that supported over 700 internal customers.•Significant savings in personnel by streamlining response process and lowering staff cost in a conscious manner.

•Supervised 70 agent call center which acted as outsource of sales and customer service for Columbia House, a leading provider of Entertainment Media.•Insured above standard service level, QA, coaching and employee development.