Susan Mays Email & Phone Number

Greater Philadelphia Area

- Responsible for all aspects of custom logo and website fulfillment for both the direct and indirect channel serving 250,000+ small businesses while achieving NPS annual averages above 65 in 2017 & 2018- Establish and manage social management operations into a scalable business channel transitioning from pilot to $1m+ and growing business over 3 years- Expertise in process refinement, scalability and cost reduction including local and international channels- Expertise in business transformation with a history of successfully transitioning faltering legacy business models into new profitable ventures

Greater Philadelphia Area

- Responsible for all aspects of website and social management operations for both the Retail and Wholesale organization.

Responsible for all aspects of strategic and tactical application product management, leadership of the customer portal product team, and system enhancements required to support new and existing products

• Launched the YellowBook360 Business Center customer portal to provide SMBs with self-service tools to manage their marketing programs, view detailed analytics, and monitor their online reputation• Served as the product management liaison with IT providing insight and guidance for integrations with billing, database and CRM platforms• Drove system enhancements required for over 24 new products by working with cross-functional teams to balance the ongoing needs of the overall organization

• Served as primary liaison for in-house and outsourced product fulfillment, representing the needs of business lines such as Technology, Product Development, Customer Support, and Sales across numerous global locations• Established and developed a team of nine business analysts to support global fulfillment• Extensive involvement in vendor relationships, including initial negotiations and SLA management • Developed the system requirements, processes and policies for digital products including search marketing, online video and websites

• Worked closely with senior and executive level management to identify and solve quality and process issues related to customer satisfaction, fulfillment quality and processing time• Researched and composed Yellow Book Product Policy and Fulfillment Procedure Manual covering 300+ products for 5000+ employees• Responsible for defining, documenting and testing technical enhancements to refine process and reduce costs

Bachelor Of Arts, Psychology

Education record