John Degnan

Industry: wholesale distribution of consumer packaged goods (CPG). I drive operational excellence by standardizing, documenting, and continually updating departmental operating procedures (SOPs). This work supports training and development for a team of 6, Tier 2 Support Specialists. Our work group owns processes related to enterprise account operations (credits, article creation, fulfillment), POS Integration, MAP/Channel monitoring, retail fulfillment services, carrier liaising, and new account onboarding. In addition to my supervisory duties, I am also account manager for 6 outside sales reps in an international market. I support the sales team by removing operational roadblocks that allow the reps to sell more effectively. This work includes ad hoc reporting and data analysis, PO modifications, and logistics troubleshooting.

Primary operational contact for all Supplier accounts. Standardized requirements, regulations, and onboarding for courtesy accounts. Analyzed data and prepared reports from Power BI and WEBI to support processes including service disruptions, customer master data, and territory sales results.

Process owner for new account applications. Ensuring successfully adoption of our B2B platform, I vetted and onboarded new accounts through a regular cadence of milestone check-ins. These trainings lead to increased usage of our platform and a mutually profitable partnership. Furthering process improvement, I partnered with our Marketing team to streamline customer facing web forms. This collaboration lead to implementation of French and Spanish language application documents to close a gap in our documentation and support new customers in international markets.

Industry: Ecommerce. Consumer packaged goods (CPG). Manager of the order flow for an Ecommerce marketplace. Primarily responsible for reconciling open order reports, fraud risk verification, and refund issuance. Secondary responsibilities include charge back resolution and liaising between buyer and seller. Due to my close involvement with the order process, I also work with a group of key accounts as their Customer Success Manager. In this dual role, I ensure that our subscribed retailer partners are deriving value from our marketplace software platform. I troubleshoot technical issues, build POS integrations, and prioritize a high-touch customer service experience.

Industry: Aerospace Manufacturing Departmental lead for a team of four customer support reps in a manufacturing setting. As Lead, organized monthly team meetings: celebrating successes, identifying areas of improvement, and soliciting feedback. Trained teammates and manager on the proper usage of SAP. Called meetings with appropriate stakeholders to assess short lead time orders, pull-ins, and cancellations. Worked jointly with the Finance Department to reduce past due invoice amounts from $2.2 million to $900K.

Primary customer support contact for Boeing Commercial Airplanes and Spirit Aerosystems. Commercially reviewed, processed, and acknowledged all purchase orders within contractual time frame. Carried company cell phone for after hours, extreme high-priority support.

Industry: Public utility research and consulting Cross-departmental shared resource for the Customer Experience, Sales, and Research teams. Primarily responsible for supporting customer engagement efforts via the resolution of customer service inquiries, the preparation of engagement reports, and the management of out-of-scope research inquiries. Secondary responsibilities include process documentation/improvement, and the creation/admin of department intranet page.

Industry: Ecommerce. Digital marketing. Responsible for fostering relationships with cycling industry brands and suppliers. Primary goal was to procure raw product data, which SmartEtailing would build into rich content for their hosted website clients. As Liaison, I tracked the progress of the content creation process, communicated timelines to the suppliers, fielded data quality questions for my team, and ensured that the content we were delivering to our clients was current and correct.

Industry: wholesale distribution of consumer packaged goods (CPG). Vetted and on-boarded new accounts for the central U.S. Principal sales and service contact for new accounts, ensuring a mutually profitable partnership is established through through a consultative selling approach. Secondary responsibilities included inside support for the outside sales team. This support included processing returns and issuing call tags, interfacing with the credit department, and investigating carrier issues.

First point of contact for a nationwide distribution network of over five thousand accounts. Primary responsibilities included order management, warranty evaluations, and technical troubleshooting of product. Secondary efforts included internal team projects related to streamlining departmental operations.

Industry: Retail Sales floor Manager in a fast paced retail environment. Responsible for driving sales through regular feedback and coaching of sales staff, execution of core visual standards, and implementation of regular training sessions.

Fully immersed in the business and culture of REI as an Anderson Award winner, Stewardship Award recipient, Technical Specialist II, Outdoor School Instructor, Sales Specialist, and as a Shipping/Receiving Specialist.

Distribution center picker, packer, and labeler, utilizing SAP based RF module. Consistently exceeded company standards for unit output, accuracy, and pack quality.

Bicycle mechanic and Retail Sales Specialist of outdoor gear and apparel. Organized the Summer Outing Program. Managed the eBay account.

Retail Sales Specialist of outdoor gear and apparel.

Produced and managed content for website of local, independent radio station. Coordinated, conducted, transcribed and edited interviews with local musicians.