Michael Hoffman
Director of Ecommerce & Customer Service
Ecommerce Leader with Specialization in Customer Service and Change Management
New York, New York
Section title
Michael Hoffman's Email Addresses & Phone Numbers
Michael Hoffman's Work Experience
Rainbow Apparel Co
Director of Ecommerce & Customer Service
Greater New York City Area
Paragon Sports
Director of Customer Service & Merchandise Production
April 2005 to August 2014
Greater New York City Area
Gap Inc.
Strategist
June 2003 to February 2005
Greater New York City Area
Eon Booksellers
Owner
April 2000 to April 2004
Greater St. Louis Area
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Michael Hoffman's Estimated Salary Range
Frequently Asked Questions about Michael Hoffman
What company does Michael Hoffman work for?
Michael Hoffman works for Rainbow Apparel Co
What is Michael Hoffman's role at Rainbow Apparel Co?
Michael Hoffman is Director of Ecommerce & Customer Service
What is Michael Hoffman's personal email address?
Michael Hoffman's personal email address is mi****[email protected]
What is Michael Hoffman's business email address?
Michael Hoffman's business email addresses are m****[email protected], and m*****@nycicon.com
What is Michael Hoffman's Phone Number?
Michael Hoffman's phone (212) ***-*104
What industry does Michael Hoffman work in?
Michael Hoffman works in the Retail industry.
Who are Michael Hoffman's colleagues?
Michael Hoffman's colleagues are John Feretich, Steven Fordyce, Erin Louie, Boubacar A Diallo, Giulio Zoino, Chris Bos, Steven Stein, Susan Eisemann, Katherine Park, and Kevin Duffy
About Michael Hoffman
📖 Summary
Director of Ecommerce & Customer Service @ Rainbow Apparel Co Greater New York City AreaDirector of Customer Service & Merchandise Production @ Paragon Sports I provided leadership and oversight of customer service and web production strategies for $100M ecommerce and retail store business. I determined which key service drivers (behaviors) led to outstanding customer experiences and aligned service strategies with corporate objectives and standards. I completed planning for departmental goals and budgets. I directed implementation of new call center technology, web publishing practices, and process improvements to reduce expenses and increase productivity. I supervised Customer Service, Call Center, Fraud Screening, Special Orders, Customer Returns, Return to Vendor, Web Production, Photo Studio/Photography, and Advertising/Graphics departments. I served as Liaison for Lead Customer Relation Specialist and supported staff in resolving escalated customer issues. I assessed call center and production reports to ensure minimum quantity and quality metrics were met. I provided recommendations to senior leadership on process improvements. I maintained professional development plans, identified training needs, and created training schedules for Customer Service Specialists and Production Associates. I coached and mentored direct reports across all departments to ensure employment of standardized operating procedures and tracking of business metrics. Selected Accomplishments:- Led implementation of Business to Consumer services and online components of call center operations to support customer relations. - Served as Crisis Manager during Hurricane Sandy. Created plan to ensure smooth business operations in event of system shut down, thus allowing Customer Relation Specialists to respond to customer needs with minimal disruption. From April 2005 to August 2014 (9 years 5 months) Greater New York City AreaStrategist @ Gap Inc. Conceive, formulate and propose innovative strategies to improve the customer experience. Strategically designed the system for the “Serve Your Style” program which was implemented in the North East and Mid-Atlantic Zones.• Represented Gap US field and participated in Gap Men’s Summer 2005 product line adoption as a denim merchant.• Restructured the Men’s denim fits for Fall 2005.• Implemented new fitting room selling and processing systems.• Created the processing center and support staff concepts, which result in a more efficient flow of product.• Retrained associates for a "selling and styling" sales culture.• Improved the customer experience through training and development of a knowledgeable, attentive and customer-focused sales team.• Provided denim-training systems, resulting in a positive customer experience and sales growth.• Provided customer feedback to New York Product Development.• Reviewed customer feedback to propose and implement selling and merchandising strategies to increase sales. From June 2003 to February 2005 (1 year 9 months) Greater New York City AreaOwner @ Eon Booksellers Acquired a non-profitable retail bookstore and identified an area of opportunity.• Established an Internet-based sales system that revitalized a negative sales trend and increased revenues over 250%.• Mapped and implemented warehousing and distribution systems that resulted in a streamline stocking and shipping system.• Integrated Eon Booksellers with a New York based business, which revitalized and expanded the company’s profits and staff. From April 2000 to April 2004 (4 years 1 month) Greater St. Louis Area
Michael Hoffman’s Personal Email Address, Business Email, and Phone Number
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In a nutshell
Michael Hoffman's Personality Type
Extraversion (E), Sensing (S), Feeling (F), Judging (J)
Average Tenure
5 year(s), 1 month(s)
Michael Hoffman's Willingness to Change Jobs
Unlikely
Likely
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