Bryan’s Resume
Bryan Fuller bryanlfuller@gmail.com (908) 294.1715
OBJECTIVE
Obtain increasingly challenging roles with greater responsibilities. Leveraging successes with Project Management Techniques and Work Process Analysis of operational and business processes in a technical environment to organizational improvements resulting in vastly improved productivity.
EXPERIENCE
B&H Photo Video and Pro Audio, New York, NY 9/05-4/09
All positions at B&H employed use of Work Flow Analysis and Work Process improvement to identify procedural inefficiencies, bottlenecks and pain points. The impact of those efforts will be detailed in the various job assignments.
Senior Web Customer Relations Specialist/ Webmaster
Create a Web Customer Advocacy by communicating with customers through B&H web feedback channels (ie. Web, Phone, Email, etc) Provide analysis of customer data/metrics and trends on the web. Research, draft and recommend best trends and practices to increase the customer experience on our website and to achieve maximum customer loyalty and retention.
- Communicated with customers, internal and external, via web, email, phone and other forms of feedback channels to provide technical support and ensure customer loyalty and satisfaction
- Maintained and analyzed Suggestion Repository, providing Directors with a high-level view of the most feasible and sought after suggestions and changes to the website
- Managed all issues, problems and inquiries from customers and ensured professional resolution
- Handled escalation for all issues outside of my teams responsibility, ensured the proper department placement and followed through to ensure a professional resolution
- Planned, organized, developed and managed various aspects of customer information, including developing customer surveys and other customer information processes to improve customer satisfaction and department efficiency
- Identified key issues in customer satisfaction, using forecasting, trending, KPI’s and other forms of measurement in order to help business grow and meet objectives
- Managed and coordinated resource workflow between eight departments, internal and external customers in order to ensure cohesion and continuance of sites operation
- Provided support and direction to customer support employees to ensure customer service inquiries were answered in a timely, efficient and professional manner.
Web Business to Business Project Coordinator
Streamline the process for building and implementing Business to Business (B2B) Web Portals
- Developed, documented and implemented the process for which B2B Web Portals are requested, documented, built and implemented resulting in a 300% increase in the delivery of Web Portals and boosting sales by more than $20 million
- Coordinated the efforts, work processes and information exchange between Marketing, Design and Programming departments as well as the external customers (i.e. Harvard, Princeton, Disney, Fox, Columbia)
- Provided upper management with the details and metrics for each portal including the number of clicks, sales and abandonment rate for each site
Web Operations Coordinator
Ensure operating continuance and cohesion while coordinating efforts to improve the site as a whole
- Identified procedural inefficiencies in current Web Department work processes. Developed processes that enabled the efficient flow of the daily work load between MIS, Online Marketing, Programmers, Design, QC and management
- Developed the company wide Web Department Work Flow Process that has decreased trouble-shooting turn around time and analysis needed by the designers/developers thus increasing production and the amount of deliverables met
- Analyzed and translated all requests into assignable work-orders while identifying efficiency congestion prior to critical escalations through constant monitoring and analysis of Web Production Schedule
- Ensured all “final products” were moved to production by the expected delivery date, addressing any issue pertaining to a request that was not moved to production correctly while providing management with a high-level view of all changes made to the site as well as communicating all sub group statistical efficiency analytics on a daily basis
Webmaster
Ensure the overall functionality of the website remains fluid through customer and web team communication
- Improve process in which Webmaster emails get documented and processed
- Analyzed, documented and identified procedural inefficiencies for the process in which customers provide feedback, the Webmaster responds and handles customer feedback, and provided a streamlined approach to each
- Created and assigned work-orders for customer issues dealing with the functionality and content of the website detailing the issue in a clear and concise manner
- Replied to customers before and after following up with the Web Team to ensure that their issue was being looked into and finally to let them know that the issue had been corrected
Web Traffic Coordinator
- Analyze and improve process for which requests are received, categorized, documented, assigned, verified and implemented
- Identified procedural inefficiencies in current Web Department work flow process and developed a process that enabled the efficient flow of the daily work load while monitoring the information flow between business departments
- Maintained and supervised a Master Production Calendar and all sub-production calendars for individual departments while maintaining a Web Production Schedule with all expected delivery dates
- Monitored inter & intra departmental production priorities to ensure all deliverable expectations were met while translating received requests into assignable work-orders
Affiliated Computer Services/Chubb and Son Insurance Inc., Branchburg, NJ 8/02-9/05
Tape/Computer Operator in Data Center
- Maintain and monitor tape silo’s and printer complexes while ejecting and delivering all material for offsite storage
- Provided work flow analysis process to automate work flow thus reducing manpower and unmet service level agreements by 400%
- Standardized procedures that aided in the training of new employees and transitioning efforts
- Forecasted and managed printer complex materials
Chubb and Son Insurance Inc., Branchburg, NJ 10/01-8/02
Insurance Policy Collator in Document Services/Quality Check
EDUCATION
University of Phoenix—Currently enrolled fulltime in Bachelor of Arts in Technology/Web Design program with graduation date set for August 2011.
The Chubb Institute, North Brunswick, NJ, Graduated April 2002 with Honors 3.87 GPA
The program was Computer Technical Support, which focuses on the structure of computers, their various operating systems, programs, and system problem diagnosis.
Hillsborough High School, Hillsborough, NJ, Graduated 6/97
TECHNICAL SUMMARY
Hardware: Personal computer components including hard drives, CD-ROM, memory, configuration of NIC’s, video cards and printers, StorageTek Tape Silos, IBM MainFrame, AS400
Software: Proficient in Windows Office Suite including Visio, PowerPoint, Excel, and Word, Windows 95/98/2000/XP/Vista, Cognos, Coremetrics, CVS, Bugzilla, TCP/IP, Windows 2000 Pro, Microsoft DOS 6.22, TSO, JEZ3, JCL, IE, FireFox, QuestionPro, Incident Monitor
