STEPHEN J. MARAFFINO III
Nashville,TN
Summary
Seasoned Engagement Manager boasting strong background in client relationship management and strategic planning. Possess notable skills in facilitating communication between stakeholders, driving operational efficiency, and leading cross-functional teams to achieve business goals. Record of success includes implementing innovative strategies to improve customer engagement and loyalty.
Overview
12
12
years of professional experience
Work History
Engagement Manager
The Select Group
Raleigh, USA
01.2022 - Current
- Responsible for managing project scope, schedule, deliverables, budget, quality, and resources. Serve as the primary point of contact from the inception to the completion of the project or service.
- Deliver solutions-based services to current and prospective customers.
- Partner with internal teams for continuity of operations prior to, during, and upon completion of an engagement.
- Provide oversight for an average of 50 placed contact employees at a time throughout project engagement, including onboarding and offboarding responsibilities.
- Resolve resource issues in a timely manner; provide coaching and management, and escalate any performance concerns to management and human resources.
- Key Accounts: Apple, Dish, T-Mobile, Telus, WellStar
Front Desk, Sales Associate
Barry’s Bootcamp
New York, USA
01.2021 - 01.2022
- Welcomed members and provided information regarding schedules, membership options, and studio policies.
- Enhanced revenue by promoting both merchandise and memberships.
- Responded promptly to customer inquiries via phone, email, and in-person visits.
- Organized promotional displays for new merchandise arrivals in a timely manner.
- Handled customer complaints professionally and effectively resolved issues according to company policies.
Client Operations Manager
Stylitics
New York, USA
01.2020 - 01.2021
- Lead the onboarding process for new accounts that included a demonstration of Stylitics Platform system
- Maximized clients’ experience and retention rate by identifying process improvement initiatives to eliminate operational gaps by working closely with the IT department to create rules and backend coding
- Proficient in utilizing Stylitics's proprietary software for facilitating various functions encompassing troubleshooting user issues, escalating software concerns, and partnering with the development team to optimize client interface
- Acted as liaison to the Account Management department to help launch new clients and assist with existing clients
- Led day to day image processing for all launches and communicated any concerns or needs to our clients
- Accounts: American Girl, Rue 21, Puma US, Puma CA, Men's Wearhouse, Jos A Banks, Motherhood Maternity, West Elm, Crate and Barrel
Operations Manager
Savoya
Dallas, USA
01.2019 - 01.2020
- Demonstrated mastery in managing daily operations and meeting KPI objectives while delivering outstanding customer service and ensuring a 100% customer satisfaction rate, according to Customer Effort Score (CES) surveys
- Leveraged expertise in continuously auditing the overall team performance in alignment with business goals, including error rate, ATA, email response time, and prompt project execution
- Maximized clients’ experience and retention by identifying process improvement initiatives
- Proficient in utilizing Savoya’s proprietary software for facilitating various functions encompassing troubleshooting user issues, escalating software concerns, and partnering with the development team to optimize the client interface
- Lowered the department’s monthly error rate from 6% to 2% in the first three months of employment and maintained a monthly error rate of 1-2%
- Recognized ability in overseeing internal metrics, including ATA, notification delivery, and agent productivity
Client Experience Agent
Savoya
Dallas, USA
01.2018 - 01.2020
- Exceeded corporate expectations in meeting all established productivity goals and objectives as well as identified and recommended measures to promptly remedy issues, leading to improved workflow efficiency and repeat business
- Delivered outstanding customer service and responded to requests in the most professional manner possible; recognized for establishing close client relationships
- Identified and implemented process improvements and cost savings initiatives
Digital Account Executive
Calvin Klein, INC.
New York, USA
01.2016 - 01.2017
- Proven success in overseeing account management and digital marketing management
- Masterminded the sales tracking/data process through evaluating and monitoring consumer metrics, structuring strategic plans to optimize account performance
- Achieved a significant cost saving of $500K annually by centralizing information storage through the development of a Master File for recording related content for all Account Executives
- Built and fostered solid relationships with Digital leads and the Marketing team to create A+ PDP content materials, including videos, alternate images, fit guides, size charts, etc
- Streamlined the internship training program to enhance the competence level of highly talented interns while supporting HR initiatives involving onboarding and other related functions
- Praised for the efficient management and oversight for 45 interns for 5 years, performing performance evaluations, establishing growth plans and also preparing final grades based on project execution capabilities
- Accounts: Amazon.com, Belk.com, BonTon.com, Calvin Klein.com, Dillards.com, LordandTaylor.com, Burlington/Ross, DXL, Calvin Klein International- Mexico, Panama, Europe, Brazil, India, Australia
Junior Account Executive
Calvin Klein, INC.
New York, USA
01.2015 - 01.2016
- Spearheaded key account and digital marketing management functions in alignment with the business scope
- Possessed a track record in updating sales analysis while facilitating extensive sales support to the Senior Sales team
- Responsible for managing account maintenance and communication functions for CKS Retail
- Accountable for evaluating sales metrics and implementing consumer-driven strategies in the digital channel
- Identified and recommended improved methods of tying on-line through in-store levers
- Accounts: Boscovs, Burlington/Ross Big, and Tall, Gibbons, Macys.com, Stage, Calvin Klein International-Mexico, Panama, Europe, Brazil, India, Australia
Showroom Sales Assistant
Calvin Klein, INC.
New York, USA
01.2013 - 01.2015
- Competent in labeling and prepping samples for the market with MSRP, product group, and margin information while providing extensive administrative support to the Account Executive as regards Gibbons, Military, and Boscov’s accounts for season buys
- Coordinated samples for press releases and special events as well as Tech Design and Sourcing on quality and fit issues
- Organized and coordinated sales meetings while also preparing samples for market appointment
Education
Bachelor of Business Administration - Fashion Merchandising
LIM College, Laboratory Institute of Merchandising
New York, NYAssociate Degree in Arts - Humanities & Social Science
SUNY Rockland Community College
SuffernSkills
- Improving Customer Experiences
- Cross-Functional Leadership
- Budgeting
- Forecasting
- Digital Marketing Management
- Strategic Planning
- Relationship Building
- Process Improvement
- Revenue Growth
- Operations Management
- Leadership
- Stakeholder relations
- Customer Service
Languages
German, A1 Level
Timeline
Engagement Manager
The Select Group
01.2022 - Current
Front Desk, Sales Associate
Barry’s Bootcamp
01.2021 - 01.2022
Client Operations Manager
Stylitics
01.2020 - 01.2021
Operations Manager
Savoya
01.2019 - 01.2020
Client Experience Agent
Savoya
01.2018 - 01.2020
Digital Account Executive
Calvin Klein, INC.
01.2016 - 01.2017
Junior Account Executive
Calvin Klein, INC.
01.2015 - 01.2016
Showroom Sales Assistant
Calvin Klein, INC.
01.2013 - 01.2015
Bachelor of Business Administration - Fashion Merchandising
LIM College, Laboratory Institute of Merchandising
Associate Degree in Arts - Humanities & Social Science
SUNY Rockland Community College
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