Greater Chicago Area
Experienced Digital Product Leader with a demonstrated history of working in the retail/commerce industry. Skilled in Management, Strategy, Operations Management, and Digital. Strong operations professional with a Master of Business Administration (MBA) focused in Supply Chain Management, Strategy, and Innovation from DePaul University - Charles H. Kellstadt Graduate School of Business.
• Areas of Responsibilities: Order Management System, Fulfillment Technology, Customer Service Technology, Salesforce Integrations, Customer Service Agent Interface, Automation/Machine Learning Implementation • Head of Product Management leading a global team spanning across multiple areas. • Owns all the aspects of the product, responsible for developing product roadmap, defining offerings as well as driving the execution to achieve business goals for a designated product or group of products. • Leads the development of the multi-year product plan including the growth strategy and P&L. The Product Strategy includes: increased automation through NLP & Machine learning, sunset legacy perl applications & migrate to the cloud, build & launch dropship fulfillment functionality in the cloud, integrate with last mile carriers, decrease operational cost by launching seamless agent products, intelligent order routing to vendors & florist. • Leading an Enterprise wide Digital Service implementation to reduce customer contacts and shift to digital through automation & self-service. Built & Launched the company’s first self-service tool for customer to modify their orders. • Implementing brand new 3rd party dropship system solution integration. • Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment. • Play multiple roles in leading enterprise initiatives: Scrum Master, Product Owner, TPM, Solution Architect and Business Partner master for all strategic imperatives related to post-purchase projects to ensure all sprints are delivering on time and all cross dependencies are mitigated. • Lead multiple development teams to complete features in an onshore/offshore hybrid approach. Collaborate with 20+ developers in cross parallel projects. • Develop and flawlessly execute a 3-year product roadmap.
• Areas of Responsibilities: OMS, CRM at an enterprise level • Head of OMS (Order Management System) & Post Purchase Product Management - Enterprise Solutions • Building out an OMS orchestration engine that will integrate with a series of micro-services in Google Cloud Platform to perform post order related tasks and route the order for fulfillment to Florist network or Vendor network • Led a team of Software Engineers to design and build out a series of google micro-services that will perform all post order processing activities all from scratch. • Building out a brand new CRM Order Entry & Order Management screens and integrate with Salesforce. • Create automated workflows within OMS to improve the average call handle time • Implementing case management within Salesforce • Redefining the customer post purchase experience • Built an in house Notification Service in Google Cloud that integrated with Cordial to send out Customer Notification emails. • Play multiple roles in leading enterprise initiatives: Scrum Master, Product Owner, TPM, Solution Architect and Business Partner. • Lead multiple development teams to complete features in a onshore/offshore hybrid approach. Collaborate with 20+ developers in cross parallel projects. • Develop and flawlessly execute a 3 year product roadmap.
• Support the development, execution, and management of strategies to optimize Ulta’s Supply Chain network to drive end-to-end supply chain efficiency, improve performance, and deliver an optimal guest experience across all channels. • Define creative, out of the box thinking to identify whitespace opportunities and formulate an approach to address the identified opportunity • Champion for guest focused operational excellence to support Ulta’s transition into Omnichannel fulfillment • Support analysis, definition, documentation, implementation and communication of process changes to meet guest/business needs • Develop full scale project plans and associated communication documents in partnership with the business sponsors and Project Team. • Manage the development and prioritization of business requirements and associated wireframes and visual designs. • Identify process gaps within supply chain across all distribution centers and partner with key stakeholders to mitigate those gaps. • Lead cross functional projects through the project life-cycle that are DC impacting. • Led holiday planning and execution for Supply Chain Operations/Logistics.
• In-charge of Multichannel development and initiatives • Product management/Operations for Kmart Web 2 Store and Buy online pick up in store. • In charge of bringing new capabilities to buy online and pickup in store and the web2store business for Kmart.com and Sears.com • Create partnerships and business teams that improve the end-to-end customer experience for web to store transactions and implement sales strategies to grow Multichannel sales through fulfillment. • Provided operational support for Integrated Retail capabilities, such as; Pay In-Store, In-vehicle Pickup, 3rd Party Pickup, Cross Format Ship to Store, Reserve-it, Deal by Fulfillment etc. resulting in $37 million in annual revenue. • Led an effort to clear more than 80,000 stuck orders within the order flow in partnering with engineering teams, merchants, and other stakeholders etc i to maintain a seamless order flow. • Improved the order flow process for a seamless pass through of orders with identifying and fixing bugs within the code. • In charge of all operational issues within the order flow of all orders web-to-store channels • Interact with inventory teams to ensure inventory is properly represented online. • Debug all issues with order flow for web-to-store orders and resolve order for fulfillment. • Led an effort to improve promise time logic within all fulfillment channels for Kmart and Sears. • Agile Scrum Master for all Multi channel project work.
• Lead by example and train associates to skillfully perform their day to day tasks • Delivering the ‘WOW’ member experience to achieve the NPS goal. • Utilizing my skills to merchandise product throughout the store to maximize sales and drive profits in all departments throughout the store. • Effectively manage payroll from a business standpoint. • Use Work Force Management to effectively schedule and maximize payroll • Total store operations • Fully engage our members and associates around SYWR so they get the best benefits out of the program. • Ensure effectiveness is evaluated based on metrics and actioned to evolve processes, organization and tools to achieve the desired service levels. • Identify and drive the implementation of necessary operational improvements to support new business opportunities and gaps, transforming complex concepts into executable plans. • Move the store towards overall operational excellence to drive profitable sales
• In charge of cashiers and making sure cashiers meet the daily goal of signing up customers for the Shop Your Way Rewards member card along with the sales of Smart Plans and in general making sure all front end day-to-day metrics' are met. • Responsible for the cash flow. The cash drawer must be counted at the beginning, during and after your shift and must match the $2,500(initially given) plus incoming cash flow from customers. • Responsible for making sure the front end check out process is as efficient as possible. • Handles all merchandise that needs to be exchanged, returned, and price adjustments. • Must direct all incoming calls to the relative departments so that an associate will be able to answer the question. • In charge of making sure all strays are returned in to the specific department, as well as, making sure all sales floor associates are staying on task in maintenancing their department.
Liable for all cash intake from customer Responsible for counting money, checks, coupons, and credit card slips in the cash drawer to make sure correction of amount Responsible for maintain the area clean and orderly Maintaining front end soda coolers along with the magazine racks and keeping them in stock Responsible for a particular department during that specific shift. Must face and straighten the whole department along with putting all strays away. Given particular projects pertaining to that department and give a time frame, must complete the project in the given time. Ability to answer all necessary inquiries from the customers pertaining to a particular product or just a question in general.