Brian Duffy

About Brian Duffy

I am a passionate leader with over 10 years of executive operations management experience…

Experience

1. Vice President of Customer Service

   Fechheimer

   Jan 2015 — Present

   As Vice President of Customer Service, I oversee all Customer Service activities, lead Sales Support and our Distribution Center operations. Key Accomplishments & Responsibilities; • Member of the senior management team responsible for establishing and leading the charge to meet the organizations growth, strategic and financial goals. • Senior project leader and management representative of the steering committee for organization wide launches of Microsoft Dynamics AX and then Dynamics365. • Founding member and leader of the FechForward committee, responsible for driving forward culture and employee engagement, culminating in Fechheimer being awarded a 2022 Top Workplaces award. • Launched a Net Promoter Score (NPS) program and immediately drove up our already high NPS by over 25%. • Design, implement and track key performance metrics (KPI’s) for all customer related functions.• Provide vision, leadership and guidance to direct reports and associates to ensure an energized, motivated and customer-centric work environment. • Oversee company owned and 3PL distribution centers responsible for shipping an average of units per week. • Evaluate staffing and all other budgetary needs as part of the annual budget process. • Leading member of the team responsible for the launch of a new direct to consumer brand, Vertx. The launch included Fechheimer’s first direct to consumer B2C website and direct to consumer marketing and social media campaigns. • Member of the original team responsible for our first ISO-9001 certification and ongoing Member of Senior Management Review Committee responsible for the review, update and analysis of corporate policies and procedures, assuring continuous improvement and maintaining compliance with and certification to the current ISO-9001 Quality Standards.

Skills

• Team Leadership
• Sales
• Process Improvement
• IT Project Leadership
• Business Process Improvement
• Customer Service Management
• Crm
• Recruiting
• Training
• Account Management
• Project Management
• IT Project & Program Management
• Apparel
• Manufacturing
• Strategic Planning
• New Business Development
• IT Project Implementation
• Retail
• Customer Relationship Management (Crm)
• Business Strategy
• Cross-Functional Team Leadership
• Corporate Social Media
• Product Development
• Leadership
• Operations Management
• Social Media Marketing
• Customer Service
• Sales Operations
• Sales Management
• Management
• Team Building
• E-Commerce