Charles Collier

CHARLES COLLIER | chcollier@gmail.com | Redmond, WA

SUMMARY

E-commerce Operations & Account Manager seeking an opportunity to leverage and expand upon my extensive operational background, customer-focused skill set, and technical experience.

CORE SKILLS

• Account Management
• Customer Experience
• Bug Reporting & Tracking (JIRA)
• Problem Solving/Troubleshooting
• SharePoint Management
• Team Member Training
• Process Improvement
• Operational Excellence
• Feature/Product Requests
• Logistics & Fulfillment Management
• Microsoft Office Suite
• Salesforce
• SQL
• API Integrations
• E-commerce

PROFESSIONAL EXPERIENCE

StubHub, Inc. | Apr. 2007 – May 2018
An eBay company, StubHub is an online ticket marketplace with over 1000 employees globally, generating annual revenues of over $500M.

Integrated Account Manager | Partner Operations | Dec. 2012 – May 2018

San Francisco, CA (Dec. 2012 – Jun. 2014) & Remotely from Redmond, WA (Jun. 2014 – May 2018)

Served as primary contact for StubHub’s operational relationship with barcode-integrated, external partners: Tickets.com, KeyBank Center, 12 venues managed by Anschutz Entertainment Group (AEG), and the majority of Major League Baseball (MLB) box offices (20 Spring Training clubs & 22 Regular Season clubs).
Managed seasonal product life cycle of over 45 different StubHub-generated, print-at-home (HTML) ticket templates: utilized data returned via XML API calls from the primary ticketing vendor (Tickets.com), obtained up- to-date branding assets via external coordination with MLB Advanced Media, and collaborated internally with our web production developers overseas.
Regularly met or exceeded goals regarding seasonal “go live” project deadlines for each MLB partner.
Externally communicated and coordinated with partners: updated them on StubHub’s latest offerings and features as the complexity of our integrated partnerships developed over the years (e.g. parking pass resale and mobile ticketing).
Fielded account escalations, individually resolved operational issues (e.g., sifting through and identifying issues in XML and JSON API calls), and partnered internally when further escalation, bug reporting, tracking, and/or troubleshooting was required.
Internally trained team members on barcode integration setup, logistics management, and other processes.
Encouraged 8 MLB box office partners to extend StubHub sales to game time from 2 hours prior, which resulted in nearly $12 million of additional sales over 4 years.
Recognized with internal Spot Awards in Nov. 2013 & Oct. 2017 for going above and beyond to ensure the smoothest possible MLB Postseason for our team, our external partners, and our customers.

Fulfillment Support Supervisor | eDelivery & Integrations | Nov. 2011 – Dec. 2012

San Francisco, CA
Monitored eDelivery and barcode-integrated error queries, customer help requests, and external partner support inbox: troubleshooting and resolving issues directly, or further escalating internally, when necessary.
Created and maintained an internal SharePoint site that functioned (for over 7 years) as the central source of up-to-date information regarding all barcode-integrated partners.
Developed and led the team’s implementation of a process for preventing future transactional failures by proactively monitoring and resolving barcode errors at the earlier ticket listing stage.
Partnered with product management in order to resolve bugs and other barcode integration issues that required further escalation and/or a more technically advanced solution.

Buyer Experience Specialist | Relationship Marketing | Jun. 2010 – Nov. 2011

San Francisco, CA

Gathered, reviewed, and analyzed various forms of buyer feedback (i.e., survey data, social media posts, and customer interviews) to better understand our customers and improve their experience.
Proposed and drove successful business solutions that addressed specific elements of the buyer experience, highlighted by key metrics, customer feedback, or usability test observations (e.g., a Buy Button, which made purchasing tickets much easier for customers, increased our conversion rate, and yielded an estimated $5 million in additional annual sales).
Created and updated an internal SharePoint site that highlighted buyer feedback, ensuring the current voice of the customer was promptly communicated throughout the company.
Partnered cross-functionally with User Experience Design, Customer Service, Creative, and Field Operations to improve the field experience and maintain consistent StubHub branding across all field locations.
Joined an internally organized Operational Excellence class where my cross-functional team reviewed, analyzed, and made recommendations for improving the process of integrating with external partners.
Recognized with an internal Spot Award for comanaging a StubHub culture Initiative – an annual, company-wide ping-pong tournament, which resulted in employees from every department coming together in a relaxed, fun, and engaging way.

Regional Operations Coordinator | Field Operations | Apr. 2007 – Jun. 2010

Detroit, MI (Apr. 2007 – Aug. 2007) and Boston, MA (Sep. 2007 – Jun. 2010)
Processed transactions and facilitated ticket pickup for customers at established Last Minute Services (LMS) locations in Detroit. Continued in this role in Boston for nearly 3 years while attending Northeastern University.
Sought additional responsibility and growth opportunities, such as leading events and training new team members.
Solved problems for buyers, negotiated with sellers, and made decisions in often high-pressure scenarios while serving thousands of customers over hundreds of events – locally, nationally, and internationally – always prioritizing StubHub’s customers.

EDUCATION

Northeastern University | Boston, MA | Jan. 2010
B.A., Communication Studies – Organizational Communication