Tom Fougerousse, Operations Executive Email & Phone Number

Dallas, Tx, Us

Oversee daily operations. Collaborate with CEO to identify areas for improvement and translate ideas into functional plans including performance goals and growth strategies. Attract, recruit, develop, lead, and retain employees and work with employees to resolve issues, conflicts, and problems.Key Achievements: --Reduced the overall headcount 20% while improving performance by evaluating personnel and removing the lowest performers, streamlining processes and eliminating needless work, and automating tasks with IT.---Maintained a 4.8/5 Glassdoor rating by meeting with the team weekly to discuss questions frequently on "Best Place To Work" surveys; company became a Certified Great Place To Work every year. ---Reduced salaries and staff by promoting 70% of people in specialized roles; added responsibilities to those special roles from other departments and developed and trained the entry level employees to assume more challenging tasks.---Eliminated redundant processes while increasing speed and accuracy by customizing the order management system and introducing Amazon Connect, Procedureflow, 8x8, Genesys, Olark, and Talkdesk software.

Dallas, Tx, Us

Managed Customer Experience, Marketing, Procurement, and Web Merchandising Departments. Key Achievements: ---Saved company money in building out department by promoting former Customer Service representatives instead of hiring from outside. --Increased email revenue millions per month by implementing new software and process. ---Employees experienced fewer arguments, disagreements, and less legal liability from policy, pay, and violations by standardizing and streamlining Human Resources processes.---Improved the workflow of the Marketing, Procurement, and Web Merchandising Departments by reorganizing personnel and modifying the current technology to customize service.

Dallas, Tx, Us

Supervised hiring lifecycle and directed 20 employees including sales reps, customer service staff, claims adjusters, and returns specialists. Monitored and maintained technology. Key Achievements: ---Attracted more qualified employees by establishing a hiring funnel. ---Stabilized departments during a period of rapid growth by establishing a baseline for reliable availability to customers and improving service quality by implementing new phone system, helpdesk system, and QA protocol; company ranked #40 in national growth by Inc. 500.---Promoted more employees into management roles after establishing company-wide standardized management practices.---Elevated employee performance standards and scaled up hiring by training supervisors and setting leadership objectives. ---Enhanced new employee capabilities by creating a training program that included a quality assurance (QA) process that evaluated customer interactions.

New York, New York, Us

Set and met operational KPIs. Hired and trained 30 employees, team leaders, and supervisors. Vetted and managed relationships with marketing agencies and service provider​s. Provided analytics-based feedback on site redesign. Managed overlay marketing campaigns and strategies.Key Achievements: ---Increased email revenue more than 200%; 2014 saw 1K% increase over prior year. ---Established email marketing as a crucial marketing channel after switching from ESP to Bronto; Improved SEO and updated website by creating blog as part of a new content marketing strategy. ---Ensured that emails landed in inbox after long period of going to spam by establishing more than 30 automated email series.---Saved millions of dollars per month while reducing pre-fulfillment cancellation rates, reducing the lead time from seven days to less than 24 hours, and introducing express and international shipping by overhauling fulfillment practices: Redesigned workflows and processes, reorganized the staff, and installed WMS, customized ERP, and new phone systems. ---Reduced labor expenses about 75% of salary per person for about ten employees by outsourcing some tasks to India and the Philippines. ---Scaled from $0 to $100K+ within one year by establishing third party marketplace stores.

Raleigh, Nc, Us

Supervised Order Fulfillment Department for Amazon division. Provided basic IT support while working with developers and programmers. Communicated with contractors on build-outs such as new profit centers. Key Achievements: ---Increased Amazon revenue $100K to $400K in two years while maintaining a positive feedback rating. ----Reduced errors and eliminated two full-time positions by researching and installing a new phone system, order management system, web merchandising database, and other software systems.

Raleigh, Nc, Us

Spearheaded Amazon division including international marketplaces. Processed daily orders and monitored inventory and shipments. Key Achievements: ---Reduced error rate and saved more than $70K annually while increasing efficiency by introducing automation, new systems, and policies.