Joshua Manning's Email Addresses & Phone Numbers

📖 Summary

Technical Engagement Manager @ Onboard and manage integration of of medium to large Amazon Webstore clients. (250k + yearly GMS) Build close working relationship with clients to ensure that they have a smooth process for launching new eCommerce websites, or cutting over from existing platform to the Amazon Webstore. Assist in onboarding standardization process, in which we reviewed the entire onboarding procedure and developed standardized processes for step by step onboarding of Amazon Webstore clients. Developed and implemented standard process for providing support for 3rd Party Amazon Webstore solution providers. Including all process, documentation and training materials. From December 2008 to Present (7 years 1 month) Grand Forks, North Dakota AreaWorkflow Supervisor @ Responsible for creating and managing schedule for approximately 450 Work at Home and storefront agents, new hire training and mentoring, as well as scheduling agents to be available for testing of new clients stores to insure proper and successful on-boarding. Assist in creation of weekly forecast to support incoming orders for approximately 75 restaurants as well as accommodating for a weekly increase of an average of 4 stores. Analyze staffing data to figure out proper needs for staffing and forecasting, including calculation of shrinkage numbers as well as overstaffing and agent utilization. Approve and deny time off and PTO requests, as well as requests for new schedules. Analyze future staffing numbers to determine amount of additional shifts needed as well as to help determine future and current staffing needs. From 2007 to 2008 (1 year) Operations Supervisor @ Responsible for developing the role of the Operations Desk. Including developing and writing all training materials and implementing the Operations Desk as the centralized real time management desk for company operations. Responsible for managing the 24/7 operations of the Operational Desk Team including training and scheduling, and ensuring that Operations Advisors are providing professional and courteous support to Work at Home and Storefront Agents. Responsible for hiring, and maintaining team performance, through training, coaching, and annual performance evaluations. Responsible for insuring every Operational Support Specialist within the team meets or exceeds the customer service level expectations with an objective of continuous service improvement. Ensure the all Operations Advisers follow standards for escalating technical issues to IT Support team via the use of ticketing software. Ensure that all Operations Advisers stay current with Client/Product Knowledge, Training Updates, and Scheduling. Identify, communicate and offer resolutions for order problems, and system and procedural problems to appropriate management. Act as Crisis Manager for escalation of all system outages throughout the organization, including IT, Executive Management and Clients. Assisted in providing information for development of tools and processes in order to provide outstanding customer service. Support other areas of the organization by generating information based on customer and ROS feedback for developing and implementing strategic opportunities for business gaps in different areas of the business. Perform necessary supervisory functions to effectively and efficiently manage the personnel assigned, ensuring quality staff, performance reviews, counseling and corrective action as needed and development of professional growth plans. From 2004 to 2007 (3 years) Central High School Grand Forks North Dakota From 1995 to 1998 Joshua Manning is skilled in: E-commerce, HTML, Customer Service, Management, Training, Strategy, User Experience, Account Management, Social Networking, CSS, Web Analytics, Online Advertising, SEO, XML, Social Media