CHAD NAGGI
Dublin
Summary
A forward-thinking Vendor Operations and Strategy professional with extensive experience in vendor operations enablement, project management, and strategic leadership. Excels in developing and implementing vendor operations management programs focused on enhancing workflows, processes, and performance metrics. Adept at coordinating planning and execution for various project scales, from small initiatives to enterprise-level engagements. Specializes in driving continuous process improvement by leveraging data analytics for performance optimization and scoping tool enhancements. Demonstrated success in analyzing, evaluating, and mitigating program risks, as well as generating detailed program reports for key stakeholders. Proactive in supporting bug issue resolution and troubleshooting, fostering strong partnerships with cross-functional teams to address areas users, creators and partners. Recognized for exceptional abilities in operational planning, risk management, and the optimization of outcomes through innovative problem-solving and effective cross-departmental collaboration.
Overview
7
7
years of professional experience
Work History
Vendor Strategy Specialist - Global Response Ops
Meta Inc
11.2022 - Current
- Managed team vendor operations across multiple international sites (Accra, Dublin, Manila, Nairobi, Thessaloniki), ensuring adherence to stringent quality standards.
- Proactively identified and implemented process enhancements and scoped tool improvements, leading to a 24% increase in signals and an 80% average SLA adherence.
- Led the strategic launch and onboarding of large-scale vendor operations sites, formulating comprehensive project plans, and directing a dedicated team to deliver on project goals with precision and timeliness.
- Initiated and grew the Lusophone Partner program, broadening support to include 12 countries, significantly bolstering vendor engagement and customer satisfaction.
- Conducted regular site visits to observe day-to-day operations, hosted in-person focus groups, and roundtable discussions to identify and address areas of improvement.
- Acted as the single point of contact for all BPO management, coordinating cross-functional communication.
- Led and delivered regular business reviews with key stakeholders, managing vendor relationship activities.
- Fostered continuous feedback and rapid solution implementation through weekly Business as Usual calls, enhancing turnaround time and overall quality.
- Demonstrated exceptional problem-solving skills by coordinating the resolution of bug issues reported by vendors, ensuring swift and effective troubleshooting.
Risk Management Specialist
Meta Inc
10.2021 - 11.2022
- Played a pivotal role in supporting vendor and partner operations across three continents, ensuring that operational Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) were not only met but surpassed, setting new standards for excellence
- Served as a driving force behind cross-functional team collaboration, articulating clear problem statements and operational plans that leveraged group strengths and expertise, leading to the development of scalable solutions for incident management
- Pioneered the creation of a dynamic feedback loop, transforming incident responses into learning opportunities that consistently advanced operational procedures and risk management practices
- Instrumental in the cultivation and analysis of key operational success metrics, employing data analytics to refine processes and guidelines, which culminated in substantial improvements in turnaround times, response quality, innovative solutions, and optimal resource utilization
- Led initiatives to enhance operational workflows and troubleshoot complex business challenges, utilizing advanced analytical and problem-solving skills to drive continuous improvements and streamline queue management
- Collaborated closely with various teams to stay abreast of crucial workflow changes, operational guidelines, and policy updates, ensuring a seamless integration of new information into daily practices and maintaining operational agility
- Conducted thorough investigations and resolutions of sensitive issues, including reports of potentially abusive content, thereby maintaining a safe and respectful online environment for all users.
- Handled high-priority escalations, coordinating with internal teams to ensure timely and effective resolution, thereby minimizing impact on users and maintaining service quality.
Strategy Development Analyst
Emco Corporation
10.2020 - 10.2021
- Warehouse Logistics - Understood the products sold and logistics chain from the vendor to the customer and all levels of sales support
- Operations - Involved in customer service, counter sales, order management, inventory and pricing controls, credit management, financial statements, and related functions
- Inside Sales/Project Management - Helped customers with various product and service issues
- Outside Sales/Account Management- Found new business opportunities to sell products, negotiated contracts, and built customer and vendor relationships.
Operations Analyst
Toyota Canada
05.2019 - 10.2020
- Maintained accurate and timely computer input according to established SOPs for any work processes performed
- Accurately received and assigned part locations according to instructions and established SOP's
- Reports instances of mixed or misplaced stock and takes corrective action according to established SOP's
- Operates MHE as needed, appropriate for the level of training received and proficiency gained.
Strategy Consultant
SEI Industries
09.2019 - 12.2019
- Business Consulting Project- Market Entry Strategy- Emerging Markets in East Africa
- Contacted prospective clients in East Africa
- Introduced SEI products to potential clients
- Improved the current pre-qualification process for our SEI industries
- Prequalified the contacts for the sales department by preparing a report
- Opened up a new market for the client.
Operations Associate
WorldPac Canada
01.2018 - 01.2019
- Submitted quote requests to suppliers to determine best rates for organization
- Communicated with internal personnel to provide status updates for both shipping and receiving dates
- Boosted customer experiences by delivering superior customer service, issue resolution, and merchandising
- Collected, arranged, and input information into the database system.
Junior Consultant
TCAN
08.2017 - 01.2018
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
- Developed service plans in consultation with clients and performed follow-ups assessing quantity and quality of services
- Broadened improvement initiatives, troubleshooting problems for corrective action
- Tracked costs and expenses to compare with original budget and identify failure points
- Supported clients with business analysis, documentation, and data modeling.
Education
BBA: Business Administration -
British Columbia Institute of Technology
Burnaby, BCDiploma: International Business -
British Columbia Institute of Technology
Burnaby, BCBSc. Finance -
United States International University
Skills
- Vendor Management and Performance Oversight
- Global Cross-Functional Team Collaboration
- Strategic Planning and Continuous Improvement
- Data Analysis and Visualization
- SLA Adherence and Quality Assurance
- Crisis/Incident/Escalation Project Management
- Executive-Level Strategy Development and Communication
Websites
Timeline
Vendor Strategy Specialist - Global Response Ops
Meta Inc
11.2022 - Current
Risk Management Specialist
Meta Inc
10.2021 - 11.2022
Strategy Development Analyst
Emco Corporation
10.2020 - 10.2021
Strategy Consultant
SEI Industries
09.2019 - 12.2019
Operations Analyst
Toyota Canada
05.2019 - 10.2020
Operations Associate
WorldPac Canada
01.2018 - 01.2019
Junior Consultant
TCAN
08.2017 - 01.2018
BBA: Business Administration -
British Columbia Institute of Technology
Diploma: International Business -
British Columbia Institute of Technology
BSc. Finance -
United States International University
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