Chris Ann Milazzo
Wappingers Falls,NY
Summary
Accomplished Operations Manager with a proven track record at Amscan/PCHI Inc., excelling in leadership and cross-functional collaboration. Successfully drove 10% sales growth through strategic process optimization and effective team management. Proficient in MS Office and project management, consistently enhancing customer satisfaction and operational efficiency. Committed to leveraging expertise to foster continued organizational excellence.
Overview
25
25
years of professional experience
Work History
White Label Operations Manager
Amscan/PCHI Inc.
Woodcliff Lake, NJ
01.2018 - 09.2024
- Directed the daily organization of product assortments, pricing, and fulfillment operations.
- Developed Standard Operating Procedures (SOPs) to document workplace procedures and optimize productivity through standardization.
- Monitored and improved the efficiency of processes, team performance, and customer service.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Coordinated with IT for seamless integration, testing, and maintenance of new clients.
- Worked with major accounts, including Target, Disney, Macy's, Michaels, Office Depot, Staples, and Wayfair.
- Consistently achieved an average annual sales growth of 10%.
- Oversaw the transition of shipping activities to a new distribution center, collaborating with IT, and the Executive Leadership Team (ELT).
Sales Coordinator - New Business Development
Amscan
Elmsford, NY
10.2010 - 01.2018
- Facilitated communication between the Vice President of Sales, New Business Development, and internal and external contacts.
- Collaborated with internal teams, such as product, marketing, finance, and operations departments, to ensure successful project execution from start to finish.
- Developed and maintained relationships with new and existing clients, working with accounts such as American Greetings, Wegmans, Wakefern (ShopRite), Dollar Tree, Family Dollar, Macy's, Barnes & Noble, and independent college bookstores.
- Consistently achieved an average annual sales growth of 15%.
- Managed client relationships by responding promptly to inquiries, and addressing issues during the sales process.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Compliance Analyst
Amscan/PCHI Inc.
Elmsford, NY
10.2009 - 10.2010
- Reviewed customer compliance manuals for possible concerns. Coordinated with internal teams such as Customer Service, Sales, Legal, Safety, IT and Logistics to formulate plans to address identified risks.
- Reviewed and updated company policies in response to regulatory changes.
- Established central database allowing immediate retrieval of agreement and waiver information.
Franchise Sales Coordinator
Amscan/PCHI Inc.
Elmsford, NY
07.2007 - 10.2009
- Provided support to the Vice President (VP) of Franchise Operations.
- Tracked performance metrics related to Party City franchise sales goals and objectives.
- Coordinated with internal departments to ensure timely delivery of information to prospects.
- Supported relationships with franchisees, and upheld brand standards in all franchise locations.
- Managed franchise communications.
- Collaborated with the inventory team to forecast and maintain a fill rate of 95% or higher.
Product Manager
Amscan
Elmsford, NY
01.2006 - 01.2007
- Drove market growth and elevated customer experience through identification of product deficiencies.
- Conducted category analysis, item setup, and product approvals.
- Managed cross-functional teams, including engineering, design, marketing, and sales, to ensure successful product launches and iterations.
- Performed thorough catalog proofing.
- Oversaw the entire product lifecycle, from ideation to launch, post-launch analysis, and continuous improvement.
- Developed and enforced quality benchmarks, promptly mitigated concerns.
Sales Liaison
Amscan
Elmsford, NY
07.2000 - 01.2006
- Provided top-tier administrative support to the Sales Manager for the primary account, Party City (acquired by Amscan in 2005).
- Prepared sales presentation materials, quotes, samples, and coordinated mockups.
- Prepared detailed monthly reports of sales activity for management review.
- Managed coordination with internal departments to ensure swift issue resolution for both corporate and franchise concerns.
- Worked with a dedicated customer service team to handle order management efficiently.
- Developed and maintained relationships with Party City buyers to boost sales by identifying their needs, and offering the best products and services.
- Contributed to over 100% revenue growth, increasing from $45M to over $100M, with annual sales expanding by more than 15%.
- Assisted the Sales Manager in developing new processes to enhance communication, order management, and customer service efficiencies.
- Managed multiple projects at once while meeting tight deadlines.
- Represented Amscan and Party City at multiple trade shows.
Customer Service Representative
Amscan
Elmsford, NY
04.1999 - 07.2000
- Provided outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction.
- Identify and assess customers' needs to achieve satisfaction, and ensure long-term customer retention.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions and transactions in accordance with the company's confidentiality mandates.
- Handled order processing through various communication channels, including phone, fax, document upload, EDI (Electronic Data Interchange), and e-mail.
- Processed returns and facilitated credit issuance for order discrepancies (overages, shortages, and damages, mis-ships).
- Supplied information regarding offered products and services.
- Collaborated with the Logistics and Supply Chain departments to ensure prompt delivery of orders and increase operational efficiency.
- Supported special initiatives for major clients, resulting in a promotion to the Sales Department.
Education
Associate of Applied Science - Fine Arts
Westchester Community College
Valhalla, NY06-1995
Skills
- Leadership and team management
- Project management abilities
- Process improvement
- Customer service
- Communication
- High-pressure environments
- Data management
- MS office
- Process improvement
- Cross-functional collaboration
- Onboarding and orientation
- Technology Proficiency
Timeline
White Label Operations Manager
Amscan/PCHI Inc.
01.2018 - 09.2024
Sales Coordinator - New Business Development
Amscan
10.2010 - 01.2018
Customer Compliance Analyst
Amscan/PCHI Inc.
10.2009 - 10.2010
Franchise Sales Coordinator
Amscan/PCHI Inc.
07.2007 - 10.2009
Product Manager
Amscan
01.2006 - 01.2007
Sales Liaison
Amscan
07.2000 - 01.2006
Customer Service Representative
Amscan
04.1999 - 07.2000
Associate of Applied Science - Fine Arts
Westchester Community College
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