University of North Carolina at Greensboro

Senior Director eCommerce, IT at Reynolds American Inc.

Greensboro/Winston-Salem, North Carolina Area

Reynolds American Inc.

Senior Director eCommerce, IT

Hanesbrands Inc.

Senior Product Owner, eCommerce & Consumer Experience, IT

Establish, communicate and champion the vision and strategy for the global digital Consumer Experience in support of the vision and strategy of the Hanesbrands strategic global business plan.Leading the vision and strategy for the end consumer experience, and integration of technology processes within the global eCommerce functional area, across multiple operational processes and systems

Senior Manager, Consumer Experience (Direct To Consumer)

eCommerce Consultant  -  CX & UX, Mobile Commerce, Omni-Channel

IT & Ecommerce

IT & eCommerce Contract Consultant  -  Digital Strategy, UX Design & eCommerce Operations

- Increased the Successful Installation Rate of Educational Technology from 65% in 2014 to 90% in Dec 2015. - Improved "order to installation" lag by 43%.- Reduced Warranty Expense by 54%.- Increased the 90-day adoption & utilization rate of educational technology by 48% from 2014 to 2015.- Reduced inbound customer complaints for core product line from more than 20% to 12%.- Instituted Visual Management boards that provided technology returns transparency and reduced inbound return process time by 60%.- Implemented LEAN daily management & problem solving tools, which lead to an increase of 30% more capacity from existing technical support representatives.- Facilitated multiple VSMs within Customer Service, identifying & prioritizing kaizens for each.- Planned, deployed, and lead lean activities that produced significant cost savings in IT & Service though productivity, quality, waste reduction improvements, and improving business processes.- Provided leadership and support to IT & service operations as the company continues to implement LEAN continuous improvement and excellence initiatives.

Hatch Early Learning

VP of Service (Interim) / Senior Director of Customer Service & Implementation

- Successfully lead Sage ERP Upgrade efforts that facilitated integrations with other business systems.- Improved Mission Critical System Uptime from 92% to 99.9% through the implementation of proactive server monitoring & virtual continuity appliances.- Reduced annual Telecom & Internet costs by 35%- Improved Helpdesk response and resolution times by implementing ITIL & CMDB standards. - Planned, deployed, and lead lean activities that produced significant cost savings in IT & Service though productivity, quality, waste reduction improvements, and improving business processes.- Provided leadership and support to IT operations as the company continues to implement LEAN continuous improvement and excellence initiatives.- Managed implementation of Saleslogix CRM integration with Marketo using Scribe.

Director of Information Technology

Responsible for managing both the Creative and Technology Departments. Responsible for Departmental Budgets and Financials. Lead and Mentor creative team of designers, developers and project managers.- Managed Business Continuity Plan creation for customers to ensure alignment with business goals and compliance with regulations.- Revamped the creative design process, made additions to the creative team, and oversaw a large improvement in creative deliverables.- Streamlined project management by developing best practices and retooling project management execution, while restructuring both production and technology project plans, increasing both visibility and efficiency.- Redefined project success criteria from a pass/fail system by developing a four pillar performance measurement that included various aspects of the project in defining project success.- Proactively managed changes in project scope, identify potential crises, and devise contingency plans, while leading and coordinating software design, development and testing.

BEM, A Trone Brand Energy Company

Director of Operations  -  Digital Strategy, eCommerce and Marketing  -  IT Managed Services

Managed daily operations of technical team consisting of Retail Operations and Point of Sale Consultants and Implementation Project Managers.- Created and implemented standard operating procedures, as well as policies, goals and objectives, which resulted in higher employee and customer retention rates.- Served as Technical-Liaison for Sales staff, which increased new opportunity closure rates.- Planned, designed and implemented an Employee Portal which improved internal, intra-departmental communications.- Deployed Google Apps company-wide, increasing productivity by implementing procedures to collaborate better with internal and external resources.- Designed new Branding & Sales Collateral to assist Sales staff in helping customers better understand the company’s product offerings.- Researched and implemented new product and service offerings to both existing and new customers, boosting profitability and overall brand exposure.

Dalcom

VP of Technology  -  Retail Consulting  -  ERP and POS Implementation

Recruited by CEO/President to streamline operations and expand ecommerce division by improving sales through a multi-channel approach to ecommerce. Accountable for all operational areas of the business, reporting directly to the President/CEO, while leading a staff of 75 employees. Analyzed financial statements, budget performance, and sales reports to maximize profitability. - Implemented SEM programs that improved unique visitors by 860%, decreased bounce rate to less than 10%, and increased average time spent per user by 3 minutes to 6 minutes.- Obtained organic first page listings in Google using SEO and targeted keywords, effectively saving an average of $10,000 per month in advertising costs.- Grew daily unique visitors from 3,000 to more than 5,000 per day within 6 months.- Improved the quality of content, resulting in 130% increase, from 3 pages to 8 pages viewed per visit.- Launched a performance monitoring solution reducing page load from 10 seconds to 2 seconds.- Planned and implemented a company-wide upgrade to an enterprise point of sale system, Microsoft Retail Management System Headquarters, and linked POS with Ecommerce Platform.- Reduced costs and streamlined daily operations of the 30,000 sq. ft. order fulfillment and distribution facility, which included distribution to 11 retail stores and order fulfillment for 10 Ecommerce stores.

Boardparadise

VP of Ecommerce Operations  -  Retail & Ecommerce Operations

Recruited by President/Owner to increase sales and expand market share. Held full P&L responsibility. Managed relationships with banks, financial firms and major vendors. Performed all duties related to internet and information technology.- Managed all aspects of company operations during a period of exponential growth from 2003 to 2007, in which company revenues averaged annual growth rate of 210%. - Planned, organized and implemented the acquisition of a regional Paintball Tournament Series. In the first full fiscal year following the acquisition, grew the tournament series by 150% and generated a profit of almost 20%- Restructured and improved the entire corporate procedure manual, from Operating Procedures to Employee guidelines.- Planned and facilitated a conversion from a DOS-based Point of Sale system to Microsoft Retail Management System.

R&L Sports Co.

Director of Retail Operations  -  Retail & Ecommerce Operations

Re-hired by the President after leaving the company in 1999 to improve software sales by refocusing sales team on product technology. Managed inter-departmental communications between Sales and Software Development. Participated in product technology futures and initiatives. Directed all web site and internet marketing activities. Guided needs assessment initiatives for new enterprise software customers. Trained International software sales partners on how to use enterprise asset management software systems. Reported directly to President.- Developed new procedures to streamline all product-marketing initiatives which played a critical role in sales and revenue growth.- Started new web initiative that saved the company over 10K-15K a year.- Implemented web conferencing solution that reduced travel expenses of sales team by 30%.- Planned, implemented and managed all aspects of the Sales Team Intranet Web Site, which decreased the length of time to close sales.- Performed testing and QA functions on demo applications before distribution to prospects.- Created new, web-based training program for sales team that reduced the training time of new Account Managers from 3 weeks to less than 2 weeks.- Performed comprehensive, on-going competitive analysis of top EAM competitors.

DPSI

Enterprise Software Technology Manager / Technical Sales Manager  -  Software Implementation

Hired by President to help grow the internet solution segment of the business. Managed Internet customer and sub-contractor relationships. Managed all sales and development responsibilities related to Internet Solutions. Reported directly to the President.

Linc Anderson

Linc Anderson