Steven Mcgregor Email & Phone Number

Farmingdale, New Jersey, United States

Recorded and analyzed inventory levels for high volume products.Created and designed high volume speed racks. Reported to procurement inventory levels for repurchase and ROI.Created excel reports of top tier speed rack products for management

Directed a 24/7/365 global customer operations divisions for an e-commerce website security company with $310 million in annual sales. Scaled and managed a global 20-member customer operations teams to 90 specialists, including 5 managers and 12 supervisors in 4 customer operations call centers in 3 countries globally. Managed and directed the transformation of customer operations call centers, technical support, database management and integration, order processing and product delivery.Designed a new state of the art global CRM system, collaborated with software development and project management to streamline order management, create workflow effectiveness and reduced delivery timePlayed a key role in positioning Comodo as the #1 Certificate Authority in the world. Strengthened profitability, increased operational efficiency, and optimized the customer experience through eliminating waste and creating a cross - functional and efficient workflow. Analyzed existing processes and metrics to identify business process improvement opportunities innovation of Customer Operations and Product Support. Planned and executed projects to strengthen operational performance and improved cross - functional workflow through stringent performance metrics and effective training to obtained maximum results Reduced outstanding trouble tickets from an average of 400 per day to 0 per day within a six-week periodReduced average wait time from more than four minutes to 20 seconds.Designed an environment for cross-functional partnerships for efficient communication of customer operations strategies to create a framework for all customer engagements and interactionsImplemented service metrics that measure Customer Operations Productivity, KPI’s, and SLA’s Defining all issue types and priorities, handling critical escalations, and providing incident reports to stakeholders with visibility of data to identify and respond to global trends, expectations and opportunities for innovation

 Directed all customer service, and operational functions for leading Software Development Company that specialized in field service messaging.• Personally managed major accounts, including Xerox, Hewlett Packard, Hill-Rom, and EMC. • Product Manager: Implemented and Launched SQL developed Customizable Databases for customers.• Trained and authored all documentation and manuals for customer’s databases and real - time reporting. Created a customer service strategy that automated processes, which resulted in a customer experience that was flexible, repeatable, scalable, and consistent for efficient and effective customer interactions.• Designed proprietary ticketing system that achieved a customer excellence platform for first call resolution.• Created account management team and built customer profiles to capitalize on new business opportunities.• Authored training manuals for all customer service and operations positions. Reduced learning curve from six months to three months by outlining, streamlining, and standardizing operating procedures.• Implemented cross - functional training programs to maximize productivity and promote better internal communication. Originally hired to manage customer service area. Expanded scope of responsibility to include operational and account management functions. Managed all three departments despite a major downsizing.

Raritan, Bronx, And Newark

• Appointed to Group Leader for Tri-State South providing guidance to 11 stores for promotional sales ordering• Managed all daily operations for a high-volume store with annual sales in excess of $10 million; consistently promoted to higher volume stores for exceptional performance; performed budgeting and P/L analysis.• Supervised and directed activities of 50 employees per store; managed all human resources functions including benefits administration, recruiting, training, salary administration, performance evaluation, and payroll.• Substantially increased sales and overall profits through effective pricing and merchandising; analyzed prior sales records and current market trends to develop effective merchandising, inventory, and purchasing strategies.• Maintained an environment dedicated to providing optimal levels of service to ensure customer satisfaction and promote repeat business; investigated and resolved customer problems and concerns in a timely manner.• Relocated the Newark NJ store to a freestanding new facility from a strip mall location. Including over 680 thousand dollars of self-service and pharmacy inventory.

Bs, Management

Activities and Societies: Certification in Training and Development Magna Cum Laude

Bachelor'S Degree, Management, 3.71

Certification, Lean Six Sigma, 3.96

Villanova University: Lean Six Sigma Certification Six Sigma Green Belt Certification Lean Six Sigma is a process improvement methodology.