Senior Operations Manger, Online Marketplace | May 2016-Present

• Partnered with 3rd party platform provider and in-house development teams to build effective and scalable marketplace platform, along with necessary SOP’s to ensure optimum customer experience and financial viability.
• Lead an 11-member team tasked with overseeing platform IT integrity & optimization, seller support & profitability, as well as ensuring an optimized experience for our final customer.
• Optimize customer & seller experience through process optimization & automation, via software customization.
• Build strategic alliances with 3rd party partners including API integration services, web scraping platforms, business intelligence providers and courier services.

• Establishment of Best Buy Canada as a major player in the Marketplace arena.
• Approx. 400 sellers onboarded during first year of operations.
• Customer escalation rate < 0.5%; seller ship time ~1 day; order cancellation rate < 0.5%; seller messaging response time < 1 day.
• Partnered with retail operations and UPS to implement process allowing customers to return Marketplace products to Best Buy stores.

Senior Manger, Ecommerce Operations | 2010-2016

• Led a team tasked with overseeing vendor management, online content production, competitive pricing strategy, EDI operations and vendor order fulfillment.
• Collaborated with partners (vendors, 3rd-party fulfillment house, EDI intermediary, pricing intelligence partner and carriers) to improve operational metrics through adoption of SOPs and integration of software technologies.
• Developed operational and IT systems, as well as financial blueprints necessary to capitalize on emerging customer and market needs.
• Maximized salvage revenue for returned products via liquidation through secondary markets.

• Instrumental in the successful launch of Best Buy's new vendor drop-ship channel.
• Awarded the highly esteemed “Best Buy International Chairman's Award” for development of custom software that delivered significant impacts to the bottom line, as detailed via bullets below:
• Drove 250bp (basis point) increase in bottom-line operating margin through the optimization of shipping and fulfillment process used by vendor partners.
• Restructured operational and customer service processes that minimized customer returns, reduced write-off costs, improved salvage revenue from returned product and increased bottom line operating margin by 150bp.
• Drove 99% fill rate for drop-ship customer orders by establishing strategic alliances with EDI intermediary and vendors to effectively create real-time visibility of inventory & order data for all stakeholders.
• Drop-ship customer orders turnaround time averaged 39.4 hours, versus 66.1 average for Canadian competitors.

Manager, Merchandising Systems & Process | 2004-2010

• Oversaw ongoing training program for merchandising, inventory and warehousing teams to optimize efficiency and effectiveness in all facets of operations.
• Developed and implemented SOPs supported with software, reporting and training specifically tailored for supply chain and merchandising teams.
• Presided over annual meeting for strategic goal setting and top-line methodology, thereby aligning operations with business requirements and current market trends.
• Conducted thorough analysis of underperforming business divisions to determine necessary action, and subsequently implement process improvements.

• Led development of two award-winning custom software applications that revolutionized operational processes with zero requirement for capital expenditure; see detailed bullets below:
• “Argus” supply chain application boosted warehouse-to-store fill-rate by 75bp within a 12-month period while reducing margin erosion from end-of-life markdowns by 215bp.
• “Mercury” application was developed for merchandising, accounting and pricing teams to enable flawless integration of inter-dependent processes with significant improvement in operational efficiency.

Senior Manager, Supply Chain Operations | 2001-2003

• Led a 12-member team responsible for purchasing and inventory management, serving a chain of 43 stores and ecommerce site.
• Served as the project lead accountable for overseeing and facilitating the successful implementation of the SAP ERP system encompassing three core business processes; replenishment, allocation and logistics.

Purchaser | 2000-2001

Senior Analyst, Ecommerce Operations | 1998-2000

Graduate Trainee, Stock Control | 1997-1998

Masters Degree in Web Development | 2015-2017

An overall GPA of 4.0 granted me privileged access to the Honor Society of Phi Kappa Phi.

Majored in node.js, noSQL databases & mobile application development. See YouTube video playlist at foot of page for example of course output.

IT Related Professional Development | 2006-2007

Various IT related courses completed, including database development, SQL & javascript (client-side).

Bachelors Degree in Business Studies | 1995-1998