Randy Strauss Email & Phone Number

• Manage a team of Professional Development Operations Leads, Managers, and Schedulers within the Professional Services organization• Lead the development, documentation, and implementation of PD processes across product areas that support high-quality, efficient service delivery• Collaborate with leadership and cross-functional colleagues in Product, Sales, Marketing, Finance, and Customer Success to drive and prioritize system enhancements, refine process documentation, and ensure a unified customer experience• Oversee full time and seasonal employee recruitment, training, and onboarding processes• Support cross-functional initiatives in carrying out team and departmental goals• Manage the tools and systems that gather and interpret PD session data

• Served as main contact and escalation point for the company's largest customer, consisting of B2B and retail segments• Managed a large team of customer service representatives, e-commerce implementation specialists, account managers, inventory analysts, and team leads• Oversaw recruitment, training, onboarding, and development processes• Led several organization-wide technology initiatives and routinely implemented process improvement projects• Consistently coordinated with logistics, distribution, production, sales, technical teams, and external partners to develop and enhance customer solutions• Managed ordering platform and customer support technologies, including multiple ERPs, front-end websites, and Salesforce

• Managed a large team of e-commerce implementation specialists, account managers, and inventory analysts• Oversaw recruitment, training, onboarding, and development processes• Led several organization-wide technology initiatives and routinely implemented process improvement projects• Consistently coordinated with logistics, distribution, production, sales, and technical teams to develop and enhance customer solutions• Managed ordering platform and customer support technologies, including multiple ERPs, front-end websites, and Salesforce

• Served as the main customer service escalation point for Taylor Corporation's largest customer• Resolved high-level customer, production, implementation and process related issues• Ensured employees had appropriate skills and resources to perform their jobs efficiently by implementing ongoing training and coaching opportunities• Led special and large-scale projects that led to process improvement• Monitored team workload and ensured service level agreements were being met• Controlled inventory and managed orders for high-level print programs

Bristol, Pennsylvania

Staples Print Solutions was acquired by Taylor Corporation• Served as primary point of contact for Taylor Corporation's largest customers• Offered print product solutions and promote sales growth• Developed and executed new implementations with field sales and implementations teams• Coordinated with procurement and resolution teams, and communicated with outside vendors• Submitted quotes, entered orders, resolved order issues, performed website maintenance, and analyzed large scale print and promotional RFPs• Assisted with critical projects related to the Staples/Taylor divestiture

Bristol, Pennsylvania

Promoted to Senior Account Specialist from Account Specialist• Served as main point of contact for high volume Staples Print Solutions customers.• Offered print product solutions and increased sales to existing corporate contract customers.• Coordinated new implementations with customers and internal implementations teams.• Directly supported print account executives and strategic account leaders on sales initiatives.• Submitted quotes, entered orders, resolved order issues, performed website maintenance, and analyzed print and promotional RFPs.• Developed the Staples Print Solutions Knowledge Management (KM) website.• Worked on and assisted with multiple departmental and company-wide projects and pilots.• Trained and coached current and recently hired associates on Staples Print Solutions platforms and processes.

Bristol, Pennsylvania

• Served as main point of contact for high-touch Staples Advantage Print & Staples Easy Print customers.• Performed duties including order taking, order resolution, inventory management, and website maintenance.• Responded to customer inquiries and issues, as well as offered custom print product solutions for existing programs.• Coordinated new implementations with field sales and implementation teams.• Worked with Staples Print Solutions account executives, strategic account leaders, procurement associates, and vendors on a daily basis.• Trained new hires and cross-train current associates on Staples Advantage print processes.

Central New Jersey

• Proficient in store-level processes and expert in all departments including front end, copy & print, office supplies, furniture, and technology. • Maintained store presentation, inventory, and loss prevention standards. • Determined and demonstrated understanding of customer's needs. • Utilized selling skills to engage and present solutions to customers. • Responded to customer requests and concerns. • Stayed up to date in product information and services through regular training. • Worked on a multitude of merchandising pilots and other store projects. • Named Staples All-Star Customer Service Champion in November 2008.

Bachelor Of Arts (B.A.), Anthropology, K-6 Elementary Education, And Certificate In Information Technology

Master'S Certificate, Teaching English As A Second Or Foreign Language/Esl Language Instructor

High School Diploma

Activities and Societies: Key Club International