Jeff Mullennix

Experience

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  EToys

  Nov 1998 - Mar 2001

  Product Specialist

  Product Specialist Responsibilities• Created team of nine product specialists for innovative online toy retailer• Provided support and product information to Customer Service department• Maintained product and vendor databases Intranet Administrator Responsibilities• Maintained daily updates and notices to Customer Service Intranet siteAssistant E-mail Administrator Responsibilities• Monitored incoming e-mails and routing process to ensure E-mail team received time sensitive e-mailTrainer Responsibilities• Trained 20-40 seasonal Customer Service representatives per week for three months each year• Traveled to outsourced call centers to establish and oversee training programsEscalation Team Responsibilities• Received and handled escalated and V.I.P. consumer calls during holiday season and troubleshot issues to ensure consumer satisfaction Show less

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  Teleflora

  Sept 2001 - Jun 2002

  Client Services Representative

  Primary Responsibilities• Established and implemented e-mail support process for Teleflora.com• Managed and responded to client e-mail queries• Trained Account Representatives for E-mail team and Holiday Ramp-ups

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  DataSource, Inc

  Jan 2003 - Jul 2007

  Account Manager

  Primary Responsibilities• Oversaw the daily operations of a major global restaurant chain's printed material, fulfillment staff, order processing and accounting• Maintained daily contact with clients to ensure all requirements were met• Bid and proposed on client's upcoming print requests, then followed through with order placement, proofing and receiving of product• Prepared and monitored stock status reports for client and fulfillment. Solicited and increased new business opportunities from clients• Communicated with outside vendors as well as internal departments to obtain complete client satisfactionAccomplishments• Grew global restaurant client from a $350,000 account to $4 million during my tenure and was considered a Top 5 account at DataSource Show less

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  DataSource Inc

  Jul 2007 - Sept 2013

  Business Analyst

  Primary Responsibilities• Oversaw the web implementation of all new clients, working directly with the clients to establish which modules are recommended or required• Conducted training sessions in person or via webinar for new and existing clients• Demonstrated technology offerings and provide needs analysis to prospective clients and investors• Worked with Senior Managers and Executives on process improvements• Acted as Systems Administrator for E-commerce Portal with 90 client web sites and ERP softwareAccomplishments• Managed the E-commerce Portal conversion of 90 web sites. The project required analysis of existing sites and implementation timelines.• Managed a team of four during the conversion. Projected completion timeline was 6 months with a budget of $150,000• Managed implementation of a Digital Asset Management system for a global Financial client. Led cross-functional team including client, client services and technology teams to scope and deliver technology needs within 3 months and a budget of $50,000• Managed implementation of an E-commerce portal to host monthly marketing mailers and flyers for a national Retail client. Led cross-functional team including client and technology teams to scope and deliver technology needs within 2 months and a budget of $10,000• Managed implementation of an E-commerce portal to host all marketing and operational print materials for a global Restaurant client. Led cross-functional team including client and technology teams to turn a typical 6-8 week development schedule in 13 days• Technology Lead on company-wide conversion from UPS to FedEx for a $50 million Supply Chain company with multiple warehouses and offices. Worked with the Senior Supply Chain Manager and Database Administrator• Worked with Operations and Marketing to create a program for client reviews, accessible through a web-based reporting tool. Reports intended to show clients cost-savings, accuracies, and movement of inventory Show less

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  SMG - Service Management Group

  Sept 2013 - Aug 2017

  Account Manager

  Acted as the main contact for clients with primary goals:• Oversaw daily operations and profitability of high-visibility clients equating in $1.5 million in revenue• Built long-term relationships with clients resulting in 100% success rate in multi-year contract renewals• Developed and delivered 24 customer satisfaction insights presentations annually to C-suite of multi-million-dollar global brands• Responsible for development, implementation, and ongoing support of client’s Customer Experience Management programs• Worked with and held accountable internal teams that set up, implemented, and tested project changes• Delegated, helped manage workload, and developed skill sets across junior staff• Exceeded annual additional revenue goals by determining client's needs and recommending/selling appropriate solutionsAccomplishments• Led a team of individuals who completed SMG's very first Salesforce API integration within 90 days resulting in $100K of productivity• Managed the launch of 26 International survey programs in 30 days• Launched SMG's first client to pay annually for an SEO widget integrated into local store marketing pages• Moved a disengaged client to highly engaged and brand loyalist • Awarded “Vendor Partner of the Year” in 2015Activities• Hiring Cadre, 2014-2016• KC Corporate Challenge Committee, 2014-2017 Show less

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  VML

  Nov 2017 - now

  • Director, Technology

    Jan 2024 - now

  • Director, Technology

    May 2023 - Jan 2024

  • Associate Director, Technology

    Sept 2021 - May 2023

  • Senior Project Manager

    Feb 2021 - Sept 2021

  • Senior Business Analyst - Delivery

    Nov 2017 - Feb 2021