ESTHER HILL
Chandler,AZ
Summary
ENTERPRISING, HARD-WORKING AND DEDICATED. UTILIZING PURCHASING, MARKETING, PROJECT IMPLEMENTATION AND MANAGEMENT SKILLS IN THE AREAS OF REVENUE, SERVICE AND SUPPORT WITH A GROWTH ORIENTED COMPANY. DRIVEN TO EXCEED GOALS AND IMPROVE RESULTS WITH OVER 20 YEARS EXPERIENCE.
Overview
27
27
years of professional experience
Work History
Merchandise Manager/Buyer
CxLoyalty
Stamford, CT
05.2017 - Current
- Communicate with over 50 suppliers to negotiate best pricing on assigned buying categories.
- Interact with suppliers, account managers and other stakeholders to maintain on-time deliveries.
- Source new suppliers in effort to boost range of products offered for client sites while reducing costs through strategic negotiations and instant rebates.
- Carry out day-day-day duties accurately and efficiently in efforts to exceed business goals and standards.
- Forecasting of goods to ensure clients expectations are met.
Senior Buyer
WestStar Merchandising
Phoenix, AZ
09.2013 - 05.2017
- Plan, manage and implement sales promotions based on demographic trends
- Monitor marketing activity for maximum exposure, growth and effectiveness
- Collaborative teamwork with other departments to increase brand awareness through marketing ads, newsletter mentions and radio spots
- Manage and approve marketing collateral for all promotions and eCommerce shop mentions
- Maintain vendor partnerships to ensure best buying practices
- Source products for branding opportunities with increased sales of over 200%
- Update shop categories and images based on sales trends, season and company need
- Managed Customer Service and Warehouse staff, implementing best practices for time effectiveness
- Identified and improved unfavorable business practices with our membership subscriptions
Associate Buyer
SKYMALL INC
Phoenix, AZ
08.2008 - 09.2013
- Manage and source products in rewards programs such as Marriott, Capital One and Caesars Entertainment
- Maintain fulfillment service levels exceeding client standards
- Increase margin to ensure effective purchasing
- Source promotional items for casino promotions
- Manage product and key suppliers for on-site client promotions with 1800+ skus and 70 brands in attendance generating 13 million+ in sales
- Audit fulfiller invoices to ensure accuracy
- Product forecasting and planning to meet client service level requirements
Support Services Supervisor
SKYMALL INC
Phoenix, AZ
05.2005 - 08.2008
- Direct reports of 20-45 Loyalty and Ventures program agents
- Create and develop agent training manuals to streamline processes and call requirements
- Mentor and coach agents to produce a more effective work flow
- Create incentive based program to enhance morale and production
- Managed CSR team in $100+ million redemption programs of; Marriott Rewards, Capital One, Merrill Lynch and Caesars Entertainment
- Exceeded client exceptions for customer resolutions and service satisfaction requirements
- Simplified customer contact process, exceeding client expectations
- Managed TV-Ebay order placement program
Mail Order Supervisor
SKYMALL INC
Phoenix, AZ
03.2002 - 05.2004
- Streamlined mail order process to effectively work in conjunction with accounting procedures
- Created method of accountability for order entry process
- Met and exceeded all order placement requirements
Customer Care Supervisor/Willow Account
SKYMALL INC
Phoenix, AZ
11.1999 - 03.2002
- Monitor performance of 130+ cyber home agents
- Improve morale to enhance productivity
- Work in conjunction with the Resource Planning Manager to ensure adequate staffing levels to meet service requirements
- Resolve escalated customer service issues from internal and Cyber Agents to guarantee customer satisfaction
- Generate and submit bi-weekly payroll for home agents
Scheduling Forecasting Supervisor
US POSTAL SERVICE
Phoenix, AZ
02.1999 - 11.1999
- Prepare daily schedules for 175+ phone agents
- Forecast call volume daily
- Generate and distribute talk time and schedule adherence reports
- Implement schedule bidding every 3 months based on call volume and work force needs
- Mastered TCS scheduling systems
Nesting Supervisor
US POSTAL SERVICE
Phoenix, AZ
04.1998 - 02.1999
- Oversee transitional period between the training classroom and the call floor
- Delivered performance reviews in a positive constructive manner
- Developed and organized "Coaches Program" now used in USPS call centers
- Assessed agents through reporting and live performance to meet USPS requirements
Escalations Desk Team Lead
US POSTAL SERVICE
Phoenix, AZ
04.1996 - 04.1998
- Team lead in escalated call handing, exceeding customer satisfaction and meeting all company standards
- Assisted in the development of escalated call procedure manual
- Ensure all call quality standards are met and within USPS guidelines
- Prepare and conduct daily team meetings with department co-workers
Store Manager
ELECTRONIC WAREHOUSE
Phoenix, AZ
09.1994 - 07.1996
- Directed wholesale distribution and billing
- Hired and managed store employees
- Open and close store daily
- Conduct sales and internal inventory audits
- Created merchandising ventures to improve revenue
Education
Associate of Science - Business Management
Maricopa Community Colleges - Phoenix College
Phoenix, AZSkills
- Complex Problem Solving
- Procedure and Process Development
- Revenue Generating
- Strategic Marketing Awareness
- Strategic Partnership Management
- Team Building & Staff Supervision
- Product Sourcing
- Cost Effectiveness
- Insightful and Detail Oriented
- Business to Business Sales
Timeline
Merchandise Manager/Buyer
CxLoyalty
05.2017 - Current
Senior Buyer
WestStar Merchandising
09.2013 - 05.2017
Associate Buyer
SKYMALL INC
08.2008 - 09.2013
Support Services Supervisor
SKYMALL INC
05.2005 - 08.2008
Mail Order Supervisor
SKYMALL INC
03.2002 - 05.2004
Customer Care Supervisor/Willow Account
SKYMALL INC
11.1999 - 03.2002
Scheduling Forecasting Supervisor
US POSTAL SERVICE
02.1999 - 11.1999
Nesting Supervisor
US POSTAL SERVICE
04.1998 - 02.1999
Escalations Desk Team Lead
US POSTAL SERVICE
04.1996 - 04.1998
Store Manager
ELECTRONIC WAREHOUSE
09.1994 - 07.1996
Associate of Science - Business Management
Maricopa Community Colleges - Phoenix College
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