Byron Long Fulton Street, San Francisco, CA 94117 E-Mail: hirebyronrlong@gmail.com

Objective

To provide exceptional client services and creative community management that develops and expands brand evolution, diverse

social presence, and customer success.

Experience

Arthur Beren Shoes December 2014 – Present San Francisco, CA Customer Service Department Manager of Ecommerce, Catalog, Mail Order & Call Center, reporting to Ecommerce Director

Manage payroll, credit card chargebacks, pay rate, promotion, training, scheduling and hiring of five plus department employees

Work across teams to identify key customers, develop metrics and opportunities for product training & call center best practices

Oversee vendor relations and approve invoices with partners such as Direct Line, UPS, Paymentech, AMEX, and Vendornet

Returns: overhauled returns management; led initiative to institute Newgisitics Transit Triggers shipment notification service

Project Management: led initiative to onboard Net Promoter Score as a metric to guide customer loyalty; collaborated with key e-

commerce and IT managers to embed a customer feedback survey within the order/shipping confirmation email

Ten Group Corporate & Lifestyle Concierge February 2013 – December 2014 San Francisco, CA Global Hotel Specialists - fulfilling accommodation-only requests on behalf of our high net worth members, and developing

excellent working relationships with key staff at individual hotels around the world

Package Holiday Specialists - fulfilling global leisure travel requests on behalf of our high net worth members, including car hire,

rail, water travel (ferry/boat hire), other luxury journeys and complex flight-inclusive itineraries

Worldwide Restaurants Specialist - select and make the best possible bookings to suit our member’s specifications and deadlines

Tickets Specialist - source tickets for concerts, theatre, film premieres and sporting events both in the UK and worldwide

Focus Pointe Global October 2012 – December 2013 San Francisco, CA Client Service Representative – Acted as host to clients and assist them with their market research projects & respondents

Gilt Groupe (Jetsetter, Gilt City, Gilt Taste) August 2009 - September 2011 New York, NY

Senior Member Support Associate – Resolved member’s inquires for all nine online properties & mobile products concerning style direction, promotions, financial transactions, & website navigation

Project Assistant to Manager of Training and Development – planned, organized and managed resources for successful completion

of Customer First Training for 500+ Gilt employees

Assisted management in resolving escalated customer issues, testing CRM platforms & social media monitoring tools, while

providing feedback to team members concerning service levels, metrics, and KPI’s

Identified operational, technical and design issues on all online & mobile products then translated data into actionable

recommendations for senior management to streamline operations and new feature design

The Grace List March 2009 – October 2009 New York, NY

Event Curator/Public Relations Director – Secured national & local media coverage for upscale event-based social networking singles group while managing social media efforts directed toward member acquisition and retention

Acquired and negotiated sponsorships/branding opportunities with beverage distributors, restaurant groups, and TV while

scouting venues for multiple events with 50+ attendees

Education

University of Texas at Austin May 2006

B.S., Corporate Communication, McCombs School of Business- Business Foundations Program, Spanish Concentration

SkillsMac/PC, Microsoft Office Suite, Salesforce, Adobe Photoshop, Adobe Online Marketing Suite, Cision Point MediaSource, Citrix, JIRA

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