Vic Ayers Email & Phone Number

Hutto, Tx, Us

United States

Indianapolis, Indiana, United States

Colorado Springs, Colorado, United States

Colorado, United States

101 S. Sahwatch Street, Ste 212, Colorado Springs Co 80903, United States

Austin, Texas Area

Plan, streamline, and provide internal support at all organizational levels and to all crosslines, which include scholastics, publishing, and retail operations within the United States and Europe. Exceed expectations for managing and maintaining Key Performance Indicators through continuous process improvement initiatives. Hold strict accountability for creating, shutting down, and maintaining an online web presence for various universities. Responsible for driving the complete refresh of the CRM system, integrating with new ERP implementation, as well as delivering add-on functionality, including CMS.Champion and execute successful strategies to manage $8M+ in revenue across 2,200 branded online stores.Provide leadership, guidance, and direction to a multifaceted team of subject matter experts/web operations specialists responsible for the online sales support of 500+ sales offices in the United States and Europe. Manage their performance as they support different sectors of the business, including retail, scholastics, and publishing.Lead all aspects of the staff management lifecycle, including hiring, onboarding, training, developing, and supervising staff. Traveled out of the country to source and hired top-tier candidates.Conceptualize and create online stores with effective and easy-to-use navigation for each school to sell their products. Ensure relevant content and tools for individualized sites/use; provide technical, problem-solving, and troubleshooting support. Manage and maintain all branded products complete with pricing, ordering, and technical support.Supported advisors, sales representatives, and account representatives by serving as a source of product knowledge. As a subject matter expert, provide advice, feedback, and support to the marketing team to assist in updating and refining the website.

Leveraged strong people management, technical, and operational support experience to manage and lead customer service and vendor relations for online House and Home E-commerce website. Went above-and-beyond to provide unmatched customer service to online purchasers, including package tracking, managing on-site delivery of products, and purchase satisfaction resolution. Leverage the Magento product placement system to support online product needs. Built and sustained strong vendor relationships to ensure accurately uploaded inventories into the Magento E-commerce platform.Established and managed strategies and roadmaps for successfully managing vendor relationships for 80+ contracts.Achieved 95% monthly satisfaction rate by prioritizing and effectively handling customer escalations.

Advanced to a position of higher authority and scope. Started as a Front-Line Support Representative for an automotive software company that was later acquired by ADP Dealer Services. Served as an integral member of the Dealer Services Team and Onsite Manager with the El Paso facilities. Handed all aspects of direct client management, CSR and team management, and multi-site management via ADP’s SmartShoring initiative.Exceeded client expectations by standardizing the interface to increase productivity and efficiency among multiple high-profile clients, including Ford, Cars.com, Lexus, OEC, Autobytel, CarFax, and AutoTrader. Provided leadership and oversight to a multifaceted staff of 38 (24 direct reports) team members servicing 12 OEM Automotive projects. Hired, trained, supervised, and monitored the performance to ensure alignment and attainment of quality service standards.Managed the call center and monitored calls to ensure compliance with SLAs, including the average time to answer, the average time to resolution, and ticket serving times; guaranteed and maintained the appropriate SLA for the proper customer.Proudly served as Founding Member of cross BU team that created best practice documentation deployed to the 27 ADP Business Units across all SmartShore facilities.Established and enforced compliance of quality and efficiency standards across all projects. Routinely measured and reviewed standards with Product Owners and PMO.