Stephen J. Maraffino III

As the primary client relationship manager, I led the strategic execution of multiple concurrent project engagements, delivering tailored solutions across diverse industries.

• Managed complex engagements involving multiple teams and large budgets, consistently meeting or exceeding expectations.
• Collaborated with sales, delivery and service teams to manage seamless client experiences.
• Directed all facets of project management, including defining scope, scheduling, deliverables, budget control, quality assurance, and resource allocation, from project initiation through to successful completion.
• Evaluated post-engagement performance data to identify areas for improvement and implement strategies to enhance future engagements'' quality and effectiveness.
• Leveraged tools such as Monday.com, JIRA, FieldGlass, IntelAgree, Excel, Outlook, and Salesforce to monitor project performance, ensuring compliance with timelines, budgetary constraints, and quality benchmarks.
• Managed the oversight of 50+ contract employees per engagement, including responsibility for onboarding, offboarding, and comprehensive performance management.
• Proactively addressed resource challenges, providing coaching and guidance, while effectively escalating any performance-related issues to senior management and HR.
• Key Accounts: Apple, Dish, T-Mobile, Telus, WellStar

• Successfully sourced over 600 potential candidates within three months for five open roles, utilizing LinkedIn Recruiter and Greenhouse, achieving a 20% response rate.
• Collaborated with hiring managers to determine job requirements and understand departmental needs.
• Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.

• 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

Demonstrated mastery in managing daily operations and meeting KPI objectives while delivering outstanding customer service.

• 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

Stellar record in delivering top-notch customer service while handling client calls. Resolved common and complex issues by determining the need of the customer and immediately offering favorable solutions.

• 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
• Identified and implemented process improvements and cost savings initiatives
• Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

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.
• Successfully managed multiple projects simultaneously while adhering to strict deadlines and budget constraints.
• 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

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 opportunities for upselling services to existing clients, resulting in additional revenue generation.
• Accounts: Boscovs, Burlington/Ross Big, and Tall, Gibbons, Macys.com, Stage, Calvin Klein InternationalMexico, Panama, Europe, Brazil, India, Australia

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

• Provided extensive administrative support to the Account Executive and coordinated samples for press releases and special events.