Caryn Rich
Mound,MN
Summary
Dynamic leader with extensive project management expertise, focused on process improvements and customer satisfaction enhancement. Demonstrated strategic thinking and communication skills, effectively managing cross-functional teams to achieve high-quality outcomes. Recognized for fostering strong client relationships and implementing solutions that boost operational efficiency.
Overview
28
28
years of professional experience
Work History
Director of Customer Experience
KSP Fulfillment
11.2021 - Current
- Develop, drive, and articulate the strategic vision to the Customer Experience team to ensure effective management of their portfolio of accounts
- Supervise and monitor the team's daily workflow and delivery of high-quality service to customers by ensuring timely responses on customer needs and projects are processed accurately to facilitate timely delivery during peak and non-peak seasons.
- Collaborate with Operations to create SOP's to ensure effective training when onboarding new team members and training of existing team members
- Identify Order fulfillment process pain-points and make recommendations on potential solutions or improvements from a process, system and staff capability perspective to the Vice President of Operations
- Develop, manage, and implement process improvements that focus on customer satisfaction to drive successful Key Performance Indicators and communicating those KPI's through quarterly business reviews
- Build customer relationships by being a sounding board for all customer concerns and providing solutions to meet their growing business needs
- Conduct routine analysis and reporting on customer service metrics to identify trends, issues, and opportunities for improvement
- Identify system and data requirements to automate key processes to optimize order fulfillment activities and communicate requirements to internal support teams to implement these solutions to drive customer satisfaction
Project Manager
The Bernard Group, Inc.
Chanhassen, United States
10.2014 - 10.2021
- Single point of contact for Fortune 500 companies such as Sony and Microsoft by leading weekly meetings, gathering project expectations, and providing updates on project status.
- Managed design projects from beginning to end by defining project scope and costs, deliverables, resources needed, timeline, and key milestones for internal stakeholders
- Gathered costs for estimating purposes based on understanding the client's expectations for the final deliverable product. Costs included the knowledge of material and labor costs, knowledge of stock, color management, and the complexity of design and production to create a valid estimate
- Identified and managed project dependencies and critical path as well as making departments aware of resources needed, timelines, and milestones to complete the project successfully and accurately.
- Lead cross-functional internal meetings to ensure alignment on all milestones
- Identified process gaps and worked with cross-functional teams to ensure continuous improvement processes were put in place
- Tracked project milestones and deliverables with internal/external resources, ensuring all projects are on time and within budget
Project and Marketing Manager
Ro.Jo. Retail Marketing
Chanhassen, United States
10.2013 - 08.2014
- Develop and implement promotional strategies for new product launches through collaboration with LG National Account team and partnership with Best Buy merchant and marketing teams to build the LG brand
- Ensure in-store POP, drive time promotional activity, and all other marketing efforts align with LG's business plan and are executed on-time across all Best Buy marketing vehicles
- Partner with LG in-store marketing team on development and implementation of in-store merchandising initiatives at BestBuy
- Responsible for the consistent execution of the LG Brand message across all marketing vehicles; digital, in-store, print, and social media
Project Manager - Channel Design
Best Buy
Richfield, United States
01.2012 - 07.2013
- Co-creator of a project management process/team within Channel Design that was responsible for all in-store design elements
- Developed and maintained internal intake process for all creative projects, developed internal review process, and created internal timeline guidelines.
- Worked closely with Account Managers to develop the creative brief and ensured that it aligned with the client's strategy and needs
- Consistently mitigated risks and adjusted/revised the project plans based on changing needs and requirements of the project
- Accountable for creative that is delivered on time, on budget and met the needs of the client
- Maximized positive partnerships; employed strong problem-solving, decision-making, and negotiating skills to lead and influence without authority at sponsorship and peer levels
Project Manager - Channel Solutions
Best Buy
Richfield, United States
06.2009 - 01.2012
- Accountable for on time, on budget, quality delivery of merchandising initiatives that lead to increased revenue for the company.
- Facilitated cross functional project meetings; sets expectations and held others accountable for keeping projects moving forward, provided regular updates on progress, and delivered expected results.
- Proactively anticipated and managed roadblocks and issue resolution; took necessary corrective action, made tradeoffs when necessary to solve key issues, understood business and financial implications, and communicated effectively to all project stakeholders.
- Built strong relationships with client and all levels of leadership to ensure alignment on strategy and successful outcome of merchandising initiatives.
- Liaison between internal clients and outside vendors which ensured that vendor created merchandising solutions met the parameters that Best Buy set forth
Graphic Planner
Best Buy
Richfield, United States
06.2003 - 06.2008
- Utilized expert knowledge of Retail to ensure that all in-store graphics were allocated, planned, and communicated to meet the needs of the client.
- Responsible for executing all projects on time, on budget, quality delivery of projects. Consistently mitigated risks to ensure successful deployment of all projects.
- Lead team as an interim supervisor; accessed team capacity, developed work plans to accomplish team goals, developed FY08 goals, lead team meetings and developed internal SOP.
- Developed and maintained strong relationships with cross-functional and interdepartmental partners to ensure success of all projects and programs
Marketing Coordinator
Minnesota Children's Museum
St. Paul, MN
01.2002 - 01.2003
- Responsible for growth and maintenance of facility rental and corporate discount ticket program.
- Responsible for event finance and budget control, marketing and promotions, and vendor relations
- Partnered with Education and Marketing Departments to organize and implement marketing plan throughout the state of Minnesota representing over 1,500 organizations
Event Coordinator
Minnesota Children's Museum
St Paul, United States
01.2001 - 01.2002
- Developed timelines, scope and budget for all fundraising events while leading a group of volunteers to execute on the scope of the project.
- Lead the organization to a gala event that raised over $150,000 for the Museums educational programs.
- Oversaw the design and production of all marketing material including advertising, promotions and signage material.
- Developed strong relationships with Minnesota corporations to secure funding and support for the museum's multiple projects and programs
Program Director
Volunteer Action Center
Vero Beach, United States
01.1998 - 01.2000
- Responsible for hiring, training, orientating, and evaluating volunteers and staff totaling 24.
- Worked with Executive Director in evaluating goals, planning for future program growth, managed program budgets and monitored program expenses.
- Identified, recruited, and selected adult volunteers for non-profit organizations throughout Indian River County.
- Launched a strategy to communicate and market the organization's mission through press releases, program brochures, newspaper column, presentations to organizations/corporations and TV appearances promoting volunteerism
Education
University of Wisconsin-La Crosse
01.1997
Skills
- Project management
- Communication and negotiation
- Strategic thinking
- Customer relationship management
- Program management
- Process improvement
- Teamwork and collaboration
Timeline
Director of Customer Experience
KSP Fulfillment
11.2021 - Current
Project Manager
The Bernard Group, Inc.
10.2014 - 10.2021
Project and Marketing Manager
Ro.Jo. Retail Marketing
10.2013 - 08.2014
Project Manager - Channel Design
Best Buy
01.2012 - 07.2013
Project Manager - Channel Solutions
Best Buy
06.2009 - 01.2012
Graphic Planner
Best Buy
06.2003 - 06.2008
Marketing Coordinator
Minnesota Children's Museum
01.2002 - 01.2003
Event Coordinator
Minnesota Children's Museum
01.2001 - 01.2002
Program Director
Volunteer Action Center
01.1998 - 01.2000
University of Wisconsin-La Crosse