Todd Carman Email and Phone Number

Responsible for the success of the Customer Operations department, including the training, performance, efficiency, coaching, capacity/demand, and scheduling of 12 employees.Identify priorities for customer service quality improvement and implement review and coaching strategies to improve the department’s service quality.Develop tools for identifying and resolving inefficiencies, including reports, models, standard procedures, and efficiency audits to ensure sustained improvement.Employ the 6-step Root Cause Problem Solving approach on a daily basis as a part of Continual Improvement efforts.

Because Elevate Publishing was a small startup, I “wore a lot of hats” and jumped into a lot of roles, including- Financial modeling/forecasting- Risk assessment- Project management (book production version of Agile PM)- Process improvement- Efficiency analysis- Distribution/logistics- Royalty dispersal- Sales reporting/analysis- Inventory management- Book productionMy favorite projects were developing a plug-and-play, break-even analysis tool to help us make more profitable print decisions, discovering the average weekly sales pattern to help us forecast first-year sales per book, and using Excel VBA to decrease the time it took to process royalty reports from 3 weeks to 30 minutes.Book production management was only one of my “hats,” but it was a complex and intricate process. With nearly 12 months of planning behind each book, I managed the production, distribution, and profitability of 49 different projects, which included vendor negotiations/relations, team management (editors, designers, support), author relations, project management, quality control, and ROI analysis. Most of the time, we had more that 20 different books at various stages of production, but we never missed a single shipment deadline.I also collaborated with the marketing department to develop the systems that provided standardization, repeatability, accountability, and feedback loops to the marketing efforts. These systems allowed us to continually improve until our average presales-per-book were more than double what they were the previous year.

MARKETINGInitiated/developed new marketing materials for The Heidelberg Project (New logo, tagline, PR announcements, and brochures)Self-taught Adobe Creative Suite and WordPress (working proficiency)WEB DESIGN - Improved the utility and consistency of the programs' websiteRESEARCH - Collaborated with professor for research in the field of international businessGlobal/legal implications of employee location monitoringImplementation of responsible business practices education into business school curriculum

Created a night-auditor training program that provides a higher level of autonomy to new, part-time auditors and increased training efficiency by 33%.

Developed a waste-reduction program (approved for regional implementation) that decreases paper waste at the time of check-in by 50%. Employee of the month December 2013.

Collaborated with a team of health professionals to provide excellent healthcare to short-term outpatients. I collected vital signs, reported changes to the nursing staff, and assisted with activities of daily living, among others. This job, more than any other, helped me develop my ability to empathize with clients and customers.

Supervised up to ten servers, maintained good customer service practices among servers, communicated with owner on new practices and feedback, closing procedure for restaurant.

Supervised around 6 employees, maintained positive atmosphere/excellent customer service/cleanliness/accuracy among employees, inventory and buying restaurant supplies, closing procedures.