MARC DEPIERRAZ
Folsom
Work Preference
Summary
Billing and Payments Operations Manager with a strong track record in enhancing operational efficiency and customer satisfaction. Led cross-functional teams to achieve a 60% improvement in order fulfillment and an 80% increase in incoming orders. Focused on strategic planning, compliance, and fostering collaboration to drive business success.
Overview
27
27
years of professional experience
Work History
PT III MPM Coordinator
State of CA, Housing and Community Development
Sacramento, California
08.2025 - Current
- Managed project timelines and resources for housing initiatives.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Monitored project progress and provided updates to stakeholders.
- Ensured compliance with company policies and procedures related to project management activities.
- Facilitated communication between different departments in order to resolve issues quickly.
- Resolved customer complaints in a timely manner while upholding company standards.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Independent Consultant
Standard Fiber
Foster City, USA
02.2016 - 12.2023
- Orchestrated daily operations for IT team, enhancing project delivery and service quality
- Oversaw customer success and fulfillment team, driving operational effectiveness and client satisfaction
- Directed U.S. Operations with an emphasis on logistics efficiency and operational excellence, showcasing expertise in customer service management and fulfillment optimization, with a strategic focus on U.S. distribution channels
- Led and managed a complex projects to integrate multiple systems and software for Standard Fiber's clients, improving order fulfillment capabilities by 60%
- Successfully executed EDI implementations to streamline and facilitate order processes and reduce manual intervention by 50%
- Managed warehouse operations and maintained strong relationships with 3PL partners to ensure reliable service
- Implemented new WMS and Logistic software resulting in company incoming orders growth to distribution center by 80%
Senior Billing & Payment Manager
Ebay
Austin, USA
03.2004 - 08.2015
- Orchestrated the leadership of a 20-member Global Billing Operations team across Europe, U.S., and Asia-Pacific, encompassing PayPal Merchant Services, Production Support, and Billing Operations Planning and Reporting
- Held accountable for overseeing Billing Operations pertaining to PayPal Merchant Services
- Orchestrated oversight of over 100 billing-related assignments within the eBay framework, upholding an unwavering SLA performance exceeding 95%
- Pioneered establishment of the Billing team in Luxembourg in 2007 and Spearheaded creation of the Billing Center of Excellence in China during 2009
- Integrated novel tasks into billing group's scope, enhancing operational capabilities
- Streamlined and optimized billing contacts, leading to improved customer support
- Led a spectrum of projects focused on enhancing internal tools and refining operational processes
- Transitioned in sourcing of eBay, StubHub, Half.com CC chargeback, and PPMS tasks to eBay China, achieving 6 FTE savings
- Advanced through various roles at eBay, transitioning from Senior Billing Analyst in 2004 to EU Billing Supervisor in 2005, then progressing to Billing Manager in 2006, and finally attaining the position of Senior Billing Manager in 2009
Account Specialist
Swiss Bankers
Bern, Switzerland
01.2000 - 01.2004
Account Service Specialist
American Express
Salt Lake City, USA
01.1999 - 01.2000
Education
Bachelor of Art - Political Science
University of Utah
Salt Lake City, UT01-1998
Skills
- Customer success management
- Operations Management
- Strategic planning
- Reporting & Analysis
- Billing Services & Payments
- E-Commerce/B2B Cost Reduction
- Logistics management
- Software Implementation
- System integration
- Data analysis
- Regulatory compliance
- Team Building & Leadership
- Cross-Functional Collaboration
Accomplishments
- Globalization of the eBay Billing team, with team in China, EU and US, providing 24/7 Customer facing Billing issues support and resolutions
- Led Payment Matching Engine project and Refund Automation project resulting in reduction of manual work by 46% (2.5 FTE)
- Onboarding & Integrating of the Mattress Fabric Division for Standard Fiber after Acquisition of Competitor, adding 30 customers
- Led successfully Implementation of ERP/NetSuite, WMS, Freightgate (Logistic Cloud Platform) for Standard Fiber
- Facilitated EDI/WMS Integration for DTC, Retail & 3PL customers for Standard Fiber, including the largest customer to date integration done in 8 weeks from initiation to first order fulfillment (3-5K orders/day) $30M/year in revenue
Training
Sciences Technique and Certificat d'Études Secondaires, Gymnase de la Cite, Lausanne, Switzerland
Languages
- French
- German
- English, Native
- French, Native
- German, Advanced
Languages
French
Native/ Bilingual
German
Professional
Timeline
PT III MPM Coordinator
State of CA, Housing and Community Development
08.2025 - Current
Independent Consultant
Standard Fiber
02.2016 - 12.2023
Senior Billing & Payment Manager
Ebay
03.2004 - 08.2015
Account Specialist
Swiss Bankers
01.2000 - 01.2004
Account Service Specialist
American Express
01.1999 - 01.2000
Bachelor of Art - Political Science
University of Utah