Cullen Hennessey

Experience

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  E-Commerce Connexions

  Jun 2009 - May 2013

  Customer Service Technical Support

  Various roles in an e-commerce fulfillment company included technical support and customer service via phone and chat, warehousing and shipping, and accounts receivable.

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  Hannaford Supermarkets

  Aug 2013 - Sept 2014

  Deli Associate

  Local job while I finished my degree.

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  Sodexo

  Sept 2014 - Apr 2015

  Shift Supervisor

  Supervised associates in their daily responsibilities in a fast paced food service environment. Provided exemplary customer service across demanding shifts.

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  Dealer.com

  Apr 2015 - Sept 2023

  Program Manager/Sr. Ops Coordinator

  I initially joined the Web Implementation team responsible for adding and removing various web products (e.g. chat features, widgets) and domain management for thousands of client websites. I was later promoted to a role in Advertising Operations to oversee the work queue for a six-member team. Highlights: Led an internal team and overseas contractor staff in efforts to secure domains of >15K Dealer.com websites to prepare for a 2017 scheduled change in Google Chrome related to HTTPS requirements. Trained and guided contractor teams in project execution for several months. Delivered project at <.01% error rate. Personally managed the domains of ~130 high-priority critical clients requiring white glove service, and served as primary point of contact. Managed the work queue for a six-member team focused on executing digital ad campaigns run on Fluency’s ad platform with automated real-time bidding, with campaign budgets ranging from $3-$50K monthly. Built dashboards in Salesforce to track team progress and capacity.Oversaw change management efforts related to a third-party chat product vendor modifying their licensing agreements. Drove efforts to document Ops team responsibilities and departmental SOPs (e.g. product setup, product implementation on websites) for the first time. Set up an undocumented Instant ePrice product that was core to Cox’s move to digital retailing for car purchases. Served as a subject matter expert for an evolving suite of web products. Show less