James Schafer
Rockville,MD
Overview
14
14
years of professional experience
Work History
SA: Customer Service and Operations Specialist
Custom Ink
06.2013 - 12.2020
- Responsible for customer service, account management, customer retention, order accuracy, operations, and compliance for Custom Ink products and services
- Implemented necessary changes in response to shifting business needs, maintaining proactive approaches to problemsolving.
- Promoted 3 times during tenure, including advancement to top department level within first 10
months of employment. - Averaged 147% to target in production and accuracy during tenure and Successfully maintained "Wow" Rating - highest possible level of customer service based on customer reviews of personal performance.
- Led Cross-Department presentations for Customer Service Team.
- Coached and monitored multiple new employees on Customer Service role and best practices.
- Created trend review checklist (helped improve new employee accuracy by 50%).
- Maintained database systems to track and analyze operational data.
- Improved operational efficiency by streamlining processes and implementing new systems.
Information Technology Project Manager (Interim)
Custom Ink
09.2016 - 02.2017
- Interim / Intern - IT Project Manager Role (Assistant to VP of Internal Systems)
- Delegated tasks to key personnel based upon expertise and skills set, monitoring progress to meet project deadlines.
- Experience with CRM, JIRA, ASUANA, Slack, Trello, and Kanban Management Systems.
- Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements and costs.
- Monitored project deliverables to comply with quality standards.
- Developed and implemented strategic project plans to meet business objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Upgraded Wiki and Workflow Management procedures for Ops Tech.
Regional Operations Manager
Zipcar
01.2010 - 07.2012
- Directed brand, product, customer and data-based operations for regional office
- Managed budgets and financial reporting for region, providing accurate forecasts and identifying areas for potential savings.
- Assisted GM in DC expansion projects, maintaining highest profit margin of all Zipcar market locations; becoming first location to achieve this in company history and setting standard for Wall Street IPO Offering.
- Managed and trained direct team of 2 Coordinators and 10 Fleet / Logistics Representatives.
- Managed, trained, and monitored 10 Vender Businesses on corporate procedures, best practices, pricing, and business development.
- Oversaw upkeep, maintenance, repair, and logistics of over 1000 vehicles regionally.
- Optimized production efficiency and minimized departmental expenses via implementation of process development measures, best practices, and problem solving.
- Worked constantly to improve member experience and NPS (Net Promoter Score).
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Negotiated and implemented service contracts; including vendor acquisition, location services, budgeting, and accounting.
- Analyzed market trends and customer feedback to develop new strategies for improving operations.
- Assisted in training and launch of Baltimore City location.
- Implemented cost-saving measures, leading to significant reductions in operational expenses.
Operations Coordinator
Zipcar
01.2008 - 01.2010
- Managed 400+ Zipcar locations (accounting, maintenance scheduling, acquisition, contract negotiations).
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Excelled at strategic location planning and market development for regional expansion (External Branding and Increased Profitability).
- Negotiated and managed strategic parking partnerships, vendors, and service contracts.
- Performed and logged daily operations with customer service team (20,000+ customers / 900+ vehicles).
- Created and developed vehicle registration renewal processes for regional office, saving 5 to 6 figures in cost.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Streamlined operations by implementing efficient processes and procedures.
Marketing Representative
Zipcar
05.2007 - 01.2008
- Top sales representative for Marketing Team (customer memberships and B2B sales)
- Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
- Created reports to track performance of marketing campaigns and suggest improvements.
- Creative planning and event coordination for DC grassroots marketing team.
- Assisted in development of local advertising campaigns.
- Collaborated with cross-functional teams to create cohesive marketing strategies that aligned with company goals and objectives.
Education
Certificate - Bitcoin and Cryptocurrency Technologies
Princeton Online
Princeton, NJ01.2022
Certificate - Entrepreneurial Studies
Wharton Online - University of Pennsylvania
Philadelphia, PA01.2021
Bachelor of Arts - Duel Major - Political Science & History
University of Pittsburgh
Pittsburgh, PA01.2006
Skills
- Operations Management
- Corporate Procedure Development
- Strategic Planning and Trends Analysis
- Problem Solving and Troubleshooting
- Staff Training and Vendor Development
- Project Management
- Workflow and Performance Data Monitoring
- Business Development and Optimization
- Strong Communication and Marketing Skills
- Budgeting and Cost Analysis
- CRM and Budget Forecasting Software
- Promotional and Marketing Campaigns
Accomplishments
- ZIPCAR - Caught In The Act Award - Outstanding Operational Support - "Obsessing Over Customer Experience"
- CUSTOM INK - Busy Season Contest Winner - Spring 2014 - Best Overall Accuracy and Productivity in Department
- POSHMARK - Gold Ambassador - Optimal Customer Ratings
Timeline
Information Technology Project Manager (Interim)
Custom Ink
09.2016 - 02.2017
SA: Customer Service and Operations Specialist
Custom Ink
06.2013 - 12.2020
Regional Operations Manager
Zipcar
01.2010 - 07.2012
Operations Coordinator
Zipcar
01.2008 - 01.2010
Marketing Representative
Zipcar
05.2007 - 01.2008
Certificate - Bitcoin and Cryptocurrency Technologies
Princeton Online
Certificate - Entrepreneurial Studies
Wharton Online - University of Pennsylvania
Bachelor of Arts - Duel Major - Political Science & History
University of Pittsburgh
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