Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Erin Chappell

Peoria,AZ

Summary

Accomplished Vice President of Professional Services with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.

Overview

16
16
years of professional experience

Work History

Vice President, Professional Services (Americas)

Lucidworks, Inc
06.2021 - Current
  • Raised department margin from -25% to +12% over 18 months.
  • Oversaw project implementation services, including up to 85 concurrent client projects.
  • Guided and directed 25-member team (plus 25-40 partner team members) to success by building strong internal and client relationships, driving continuous improvement and leading resolution of escalated issues with clients.
  • Spearheaded department initiatives to achieve business goals for becoming a positive margin PS organization.
  • Managed department budget by balancing resource staffing (both of employees and partner resources) to maximize profitability.
  • Reported weekly to leadership on revenue forecast, and monitored week over week changes.
  • Investigated and evaluated risks and issues to formulate solutions and implement corrective actions.
  • Communicated with business stakeholders and leadership to facilitate awareness of progress, risks and results.
  • Provided oversight and direction on development of services offerings.
  • Identified opportunities to improve business process flows and overall departmental productivity.
  • Attended client meetings, and promoted the Professional Services team and offerings, while building rapport with clients and implementation partners.
  • Managed sustainable, profitable models for team with quarterly revenue targets.
  • Resolved issues and recommended actions based on production and compliance reports.
  • Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
  • Directed recruitment and hiring of well-qualified candidates to fill key positions.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.
  • Facilitated the evaluation of a new PSA tool, which will reduce overhead time needed to manage my team, as well as enhance our reporting capabilities.

Director, Professional Services (eCommerce Lead)

Lucidworks
01.2020 - 06.2021
  • Responsible to eCommerce focused PS Team, and oversaw all eCommerce implementations.
  • Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.
  • Delegated assignments based on plans, project needs and knowledge of individual team members.
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Trained and managed team of developers and discussed issues to provide resolution and apply best practices.

Regional Delivery Manager

Cirrus10
07.2016 - 12.2019
  • Fielded customer questions and complaints and rectified issues.
  • Supported customers via telephone, email and at sites to handle escalations and product concerns.
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
  • Managed resources effectively to avoid unnecessary delivery delays.
  • Supervised delivery staff and general productivity.

Buyer

Princess Cruise Lines Ltd.
Seattle, WA
07.2006 - 07.2016
  • Analyzed sales data and conducted competitor research to efficiently order merchandise according to sales trends.
  • Guaranteed timely delivery of merchandise through consistent communication with distribution centers and vendors.
  • Processed, reviewed and tracked replenishment orders using Merchant Technologies Prism Software.
  • Negotiated prices, discount terms and transportation arrangements for merchandise.
  • Implemented consolidations and markdowns to promote higher gross margins.
  • Reviewed each store location's buying trends to ascertain correct assortment of apparel for maximum sales and profits.
  • Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.
  • Created hands-on training program for newly hired employees to acclimate each person to company policies and procedures and individual job duties.
  • Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.
  • Sourced new vendors in effort to boost range of products offered in store locations while reducing costs through contract negotiations.
  • Placed orders for merchandise consistent with quality, quantity and other specification requirements.
  • Monitored and analyzed sales records, trends or economic conditions to anticipate consumer buying patterns and determine suitable type and quantity of company inventory items.
  • Collaborated with team members to achieve target results.

Education

Some College (No Degree) - Psychology, Business Development

University of Minnesota - Duluth
Duluth, MN

Skills

  • Project Oversight
  • Process Optimization
  • Budget Oversight
  • Business Consulting
  • Performance Metrics Analysis
  • Profit Objectives
  • Coaching and Mentoring
  • Strategic Planning
  • Verbal and Written Communication
  • Customer and Employee Rapport
  • Account Management
  • Budgeting and Forecasting

Accomplishments

  • Achieved a positive PS 12% margin within 18 months (after starting with a -25% margin)
  • Expanded and grew the knowledge of the Professional Services team to be the trusted advisors for our clients

Affiliations

  • Chief - Member

Timeline

Vice President, Professional Services (Americas)

Lucidworks, Inc
06.2021 - Current

Director, Professional Services (eCommerce Lead)

Lucidworks
01.2020 - 06.2021

Regional Delivery Manager

Cirrus10
07.2016 - 12.2019

Buyer

Princess Cruise Lines Ltd.
07.2006 - 07.2016

Some College (No Degree) - Psychology, Business Development

University of Minnesota - Duluth

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Erin Chappell