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Career Overview
A management professional offering comprehensive experience in technical arenas and a solid track record of accomplishment.  A resourceful problem solver able to analyze and understand existing situations and develop comprehensive business solutions.   Demonstrates proven presentation and instructional abilities.   Ability to promote positive team environment through empowerment and open communication.   Possess unique ability to relate technical information or material to a lay person.  Excellent written and verbal communication skills.   Ability to operate in a fast-paced and dynamic business environment and be prepared to develop and execute strategies.  Ability to learn and use multiple computer systems and applications simultaneously.  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Motivated by individual and team achievement.
  • Strong analytical skills
  • Troubleshooting
  • Strong collaborative skills
  • Excellent problem solving skills
  • Customer needs assessment
  • Customer relations specialist
  • Organized
  • Detail-oriented
  • Results-oriented
  • Web content management
  • Systems implementation
  • Project management
  • Project development and lifecycle
  • Process improvement
  • Microsoft Office Suite expert
  • Improved customer service response times by improving quality of online ads and introduction of standardized listing templates and web content.
  • Participated and contributed to a successful transitioning from a single channel cloud based ecommerce platform to a multi-channel e-commerce platform.
  • Improved company's ranking and online traffic through implementation of organic search engine optimization and google ad words 
  • Successfully managed and implemented HP's Print Optimization Program for Bank of America in the California region.  Results of this effort became the blue print for nationwide implementation.
  • Proven track record in providing technical support or recommendation and systems improvements, increasing statewide production, reducing costs and promoting overall company profitability.
  • Participated in a Senior Management training programs focusing on all aspects of banking/business management/marketing and product life cycle methodology.
  • Learned operations through combination of observation, hands-on training in both the Retail Branches and Commercial business units.
  • Often requested personally to provide support to internal customers due to strong reputation for insightful trouble-shooting, easy to understand explanations and support and high degree of competency.
  • Played a key role in successfully migrating nationwide lines of businesses to the company standard technology platform.
  • Project completed six months ahead of schedule with no customer and associate impact.
  • Successfully consolidated remote customer service sites to a centralized nationwide platform resulting in significant cost savings and enhanced customer service delivery.
  • Received a number of rewards through internal customer and employee recognition programs for creative thinking, leadership, teamwork, and individual successes.
Work Experience
Ecommerce Manager Jul 2012 to Current
Carlsbad Golf Center
  • Using a cloud based CRM system, respond to all market place customer inquiries both via phone and email within established service level agreement.
  • Accepts product orders via telephone and e-mail for processing and fulfillment Process both online and phone request for order changes, returns, and cancellation within 24 hours in line with established Return Merchandise Authorization guidelines Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and customer satisfaction Ability to attract potential customers by answering detailed product and service questions; suggesting information about other products and services Improved customer service response time by developing and implementing standardized web template and content.
  • Create online ads for Golf Equipment, Golf Accessories, Golf Apparel, and Training aids for various online market place channels.
  • Develops and maintains spreadsheet templates to facilitate bulk product/inventory uploads and updates to designated online market place.
  • Develops, manage and maintains web content templates ensuring compliance with various market place listing requirements.
  • Assist in Warehouse Inventory receipt and management using cloud based Multi Channel Online Inventory and Management system.
  • Assist in training new hires in the use of Multi Channel Online Inventory Management and Listing system.
  • Thorough knowledge of the Company's Golf and non-golf related products, manufacturer's pricing policies, business practices, and procedures.
  • Meets productivity standards with high degree of competency.
  • As a team player assist other departments as requested by management.
Project Analyst Sep 2004 to Jul 2009
SA IT Services, Inc Roswell, GA
  • Developed and maintained project plans for each specific project assigned.
  • Focusing on facilitating the migration process and ensuring minimal to zero customer impact.
  • Managed project utilizing shared technical resources across SA IT accounts to minimize labor cost and increase profitability as well as leverage existing skill sets.
  • Developed training requirements and materials as well as scope of work and service level agreements for subcontracted resources.
  • Developed web portal using Microsoft SharePoint to house training documents, presentations, work orders, hardware reference documents, and management reports to facilitate technician time reporting, payroll and documenting work performed, automate management reports such as P&L, lessons learned documentation, and managing work orders.
  • Worked as a liaison among stake holders to elicit, analyze, communicate, and validate project objectives, client requirements, processes, and changes.
  • Defined project requirements and objectives focused on facilitating migration process and ensuring minimal impact to customers.
  • As the service delivery liaison reviews work completed by the team, reports on project status, managed client escalations and resolutions.
  • Established and developed a team of technicians strategically located nationwide to support projects Documented the business requirements which express what actions the business must take in order to resolve a business issue and deliver work products through the project lifecycle.
  • Coordinated resource activities between Hewlett Packard and Bank of America project teams developing schedules and maintaining project plans.
Business Consultant - Analyst Sep 1991 to Sep 2004
Bank of America Desktop Consulting and Services Glendale, California
  • Assist National and Regional Project Leads in supporting desktop platform migrations from Windows NT to W2K; W2K to Win XP for various lines of businesses nationwide.
  • Worked closely with project teams to assist and/or establish and manage project plans for various projects Assisted with lines of businesses project delivery activities and initiatives utilizing bank standard tools and processes.
  • Identified and gather user/Lines of Business applications, data, processes, and hardware requirements and developing it into a technical requirement Defined project requirements and objectives focused on facilitating migration process and ensuring minimal impact to customers.
  • Acted as a liaison on various projects, led cross-functional team meetings to support business activities and manage changing business requirements ensuring compliance with bank established guidelines.
Senior Systems Analyst Feb 1991 to Sep 1991
Security Pacific Bank
Project Analyst Aug 1988 to Feb 1991
Sanwa Bank of California
Systems Analyst Sep 1983 to Aug 1988
Glendale Savings And Loans
Associate of Arts, Golf Professional and Management 2011 Golf Academy of America Carlsbad, CA Complex Golf Operations and Management 
Diploma, Computer Programming 1992 Computer Learning Center in Los Angeles Los Angeles, , CA Computer Operations and Programming
Associate of Arts, Accounting 1982 Glendale Community College Glendale, CA Accounting
Associate of Science, Engineering 1978 Adamson University Manila, Phillipines Management Industrial Engineering
Professional Training
  • Club Repair and Club Fitting - Golf Academy San Diego
  • Six Sigma - Training provided through Bank of America Corporate Training Center
  • Novell Certified Network Engineer - Mount Sierra College, 1995
  • Micorsoft Certified Professional - 2000
  • Strong Communication Skills
  • Strong Analytical Skills
  • Requirements Gathering and Analysis
  • Technical Documentation
  • Project Management
  • e-Commerce Marketing
  • Web Design and Content Management
  • Customer Relationship Management
  • Project Management
  • Operations Management
  • Advance Profeciency in Microsoft Office Suite
  • Advance Profeciency in Microsoft Visio Professional
  • People Skills
This resume is created in 7 minutes.
Professional Summary
Performance driven digital marketing & customer service professional with a proven track record of success. Well-versed in digital strategy including customer acquisition, content marketing, SEM, and email marketing. Looking to join a growing entrepreneurial organization with a great culture in a customer-facing position.
Core Qualifications
  • Customer Acquisition
  • Customer Value Optimization
  • Content Marketing
  • Social Media Marketing
  • Superior Customer Service
  • Email Marketing
  • Search Engine Marketing
  • Ecommerce Growth
Experience & Accomplishments
Ecommerce Manager Sep 2012 to Current
Sensitive Planet Santa Monica, CA Increased sales by 355% over a two-year period. Conceptualized, planned, sourced, and executed the most profitable new product launch in the history of the company. Successfully acquired and worked with new international wholesale clients while directly setting up customer policies and procedures. Effectively managed the company branch in India. Increased website conversion rate from 1.1%-5.1% over a 9 month period.
Co-Founder Sep 2012 to May 2017
Ariven Planet Santa Monica, CA Helped launch a brand new natural food company within the Natural & Organic Industry. Successfully managed an overseas team to ensure proper production and warehouse procedures were followed. Managed all global logistics including customs procedures. Acquired wholesale clients from around the world including Australia, Canada and the UK. Ensured successful sell-through in key retail chains including Mothers Market and Central Markets. Won the award for the best heirloom rice by the American Masters of Taste Organization.
Bachelor of Science, Human Resource Management 2010 Prescott College Prescott, AZ, USA
2016 Digital Marketer Individual certifications in: Hubspot Inbound Certification, Customer Acquisition, Customer Value Optimization, Content Marketing, Social & Community Specialist, Email Marketing, Search Marketing, and Data & Analytics Mastery.
Professional Affiliations
Member, Conscious Capitalism Institute 
Member, eCommerce Merchants Trade Association
Member, Internet Marketing Association
Member, Organic Trade Association