Cris Hamer

• Create and expand the ATD project portfolio by leading teams to successfully plan and execute each project.
• Manage major relationships and participate in contract negotiations with external vendors to support technical projects.
• Serve as supervisor and mentor to all project managers within the department.

• Responsible for the analysis, evaluation, and documentation of requirements for the association's business processes and technology projects.
• Ensured that a central location exists for each IT project and that a minimal set of documentation for each project is maintained.
• Created and facilitated training for team members to manage project documentation.
• Worked with application developers and stakeholders to create and execute user testing on business solutions.

• Directed the registration planning and process for over 200 ATD events including professional development programs as well as ATD’s conferences & expositions which accounted for 42% of ATD's $25.3 million gross revenue in 2009.

• Developed and facilitated registration training for employees and contractors covering Personify (ATD's database) and Experient’s Reg.net (onsite vendor database).

• Responsible for all aspects of the conference attendee services covering registration, cyber centers, wireless services, information kiosks, and other special attendee programming.
• Managed the selection and contract negotiation of conference support logistics including temporary staffing, computer, equipment, internet, and telephony requirements.
• Coordinated the conference volunteer program that requited 437 volunteers to support an attendance of nearly 9,000 individuals.

• Responsible for the analysis, evaluation, and documentation of requirements for the association's business processes and technology projects.
• Worked with application developers and stakeholders to create and execute user testing on business solutions.
• Implemented several major IT resources including new VoIP (Voice Over Internet Protocol) phone system and helpdesk ticketing software (Parature) serving over 100 users.
• Served on project management team that simultaneously deployed 4 major association initiatives including upgrading our association management system, content website, e-commerce website, and single sign-on technology.  These projects were budgeted at over 2 million dollars to serve the society's more than 44,000 members and over 600,000 unique site visitors.
• Acted as liaison between the ATD Conference Programming Manager and the vendor, a2z, to maintain and improve conference management software.
• Created new online registration sites for targeted segments of our conference attendees that eliminated the need to transfer registration data between systems, increased overall traffic, and improved attendee satisfaction.
• Improved conference registration process by adding several enhancements including self-registration kiosks for the career center, scan-and-go purchase options for special events, and automating translation device handling all of which contributed consistently receiving over a 90% customer satisfaction rating for registration.

• Stabilized the customer care center as it was brought back in-house to ATD by formalizing training as well as building and documenting processes.
• Supervised the daily operations of a six-member team, resolving customer inquiries, recommending process improvements and increasing member satisfaction.
• Improved contact resolution timeframes by 30%, through training, coaching and partnership programs with internal departments.
• Assumed responsibility for the entire registration process for ATD Conferences that average between 8,000 - 10,000 attendees.

• Served as a liaison between major retailers and wholesalers to optimize the promotion and distribution of all four National Geographic magazine titles.
• Prepared and analyzed multiple reports including sales projections, Audit Bureau of Circulation (ABC) sales estimates, and display promotion program analysis.
• Reviewed current retailer distribution and identified key opportunities to maximize acquisition of new retailers.

• Participated in the startup of the Hallmark Flowers core business where I supervised the outsourced contact center operations for sales and service related issues.
• Managed the day-to-day online trafficking and reporting information needed to implement all Hallmark Flowers advertising with two major contracts in excess of $1.4 million.
• Compiled reporting data from multiple sources to identify trends and analyze campaign performance. 
• Developed and maintained a marketing tactic calendar to provide timely information to all operations partners on marketing activities.
• Created pacing forecasts for annually contracted advertising agreements with Yahoo and MSN which established planned performance metrics for these advertising placements.
• Developed and executed assigned contact center functions such as training, quality, systems (order capture, contact tracking, customer service), and service level management in order to deliver an outstanding customer experience.
• Analyzed existing product offerings by evaluating conversion rates, non-order reasons, sales patterns, and customer service results.
• Facilitated the initial testing and ultimate implementation of a wire service program to the Hallmark Flowers core business.
• Managed direct reports including the temporary seasonal staffing of an internal wire service call center.
• Assisted with the requirements gathering, development, cycle-zero testing, and constant improvements of both the Order Entry and Order Management systems.

• Reviewed agent performance and identified training recommendations in an effort to improve the quality of service offered by the sales and service representatives.
• Wrote, edited, and published customer service policies, procedures, and product/program information online.
• Developed and facilitated initial sales training.

• Exceeded 1998 sales objective, ranking in the top quarter of our sales force at 154.36%.
• Analyzed new software proposal and made recommendations for implementation by the HBE business unit.
• Served as one of six team representatives with our Corporate Account Sales Consultants to target, acquire and grow major account relationships.

• Serviced retailers and the field organization by anticipating future needs through a commitment to value added service.
• Independently researched and resolved retailer and field issues with efficiency and accuracy achieving a year-end call quality score of 99.79%.
• Created and facilitated computer shortcut training sessions for new and current team members.

3.24 GPA