Rabiah Coon

Business analyst and project manager

– Provide digital platform and website delivery for small businesses and creative professionals, managing projects from discovery through launch. – Deliver website implementations using WordPress, Squarespace, and Wix – Lead discovery, requirements gathering, and delivery planning – Coordinate design, content, and technical workstreams – Support clients in adopting new platforms and improving their digital presence

– Founded and run a purpose-driven podcast exploring how people build meaningful lives alongside and beyond their careers. I own the end-to-end delivery of the podcast as a digital product, from concept and production to marketing, distribution, and audience growth. – Curate and produce all interviews, managing guest outreach, scheduling, and editorial direction – Own the full production workflow, selecting and managing recording and editing technology, post-production, and publishing

– During a planned gap between client engagements, I supported delivery teams as a senior-level content author on a major client's AEM multi-site engagement. – In this role, I partnered closely with Project Managers, Content Leads, and developers to ensure assigned content delivery stayed on track, risks were surfaced early, and client expectations were met. – Acted as a senior delivery support resource within an AEM Sites & Assets environment, ensuring content readiness aligned with project timelines – Authored, updated, and structured content using Adobe Experience Manager (Sites, Assets, Experience Fragments, Content Fragments) ensuring SEO best practices were followed – Applied delivery best practices to content workflows, flagging dependencies, risks, and scope impacts – Updated and created documentation for use by other authors – Brought a project manager's perspective to content execution – This interim assignment strengthened my hands-on AEM expertise while maintaining continuity in senior project delivery responsibilities. – During this time I also joined the internal Al advisory team helping formulate change management processes around adding Al into team members' workflows.

– As Senior Product Manager for Fossil.com, I led the redesign and global relaunch of the brand's ecommerce platform across six countries—delivering a scalable, localized experience that improved site performance and business agility. – Acted as Product Owner throughout the development lifecycle including planning, prioritization, testing, and release, while collaborating with Marketing, Brand, Merchandising, and Customer Care stakeholders. – Worked with Agile coach to enable Fossil's transition to Agile, creating workflows in Jira, training cross-functional teams, and aligning IT, business, and vendor processes. – Managed requirements, user stories, and wireframes for roadmap initiatives across Fossil.com and Skagen.com, ensuring clear communication between technical and business teams. – Led integration projects with internal and third-party systems, conducted UAT, and guided global launch readiness. – Developed a new issue intake and enhancement process, streamlining roadmap prioritization and improving delivery speed. – Served as SME for AEM 6.0, supporting content authoring and training for global teams. – Impact: – Successfully launched a multi-country ecommerce platform, reduced bug resolution time by 30%, and created standardized workflows adopted across regions.

– Conduct audio interviews with musicians, activists and filmmakers. – Edit raw interview audio into podcast format using Final Cut Studio. – Contact PR and tour management to coordinate interviews with talent. – Portfolio available upon request

– Managing cross-departmental project to create a sales department including creative collateral, system enhancement and sales strategy. – Implementing sales strategy to increase client base and revenue. – Assisting with social media branding.

– As one of seven original employees of a start-up e-commerce company I work closely with our contracted call center and our florist partners to establish the company as a leader in customer care and fulfillment. – Develop customer care policies and communication guidelines to align service practices to corporate goal of creating lifetime customer value including working with Social Media Manager to establish brand voice and implementing online chat to enhance customer experience. – Develop, document, and optimize processes for using three user interfaces; Microsoft AX, internal administrative site and partner administrative site including creation of requirements and test plans for releases and execution of user training post-release. – Coordinate recording of performance metrics with call center and internal team for accurate and actionable reporting of fulfillment and customer satisfaction data. – Revise policies and make recommendations for web content changes based on metrics.

– Training Curriculum Development – Manage and document Supply Chain Standard Operating Procedures; including establishing or updating internal, cross-departmental and external processes. – Develop training curriculum (PowerPoint presentations and practical modules), user guides and job aides for job functions across departments and users with a broad range of educational levels; including all levels of Distribution Center personnel, Purchasing, Finance, Merchandising, and external vendors. – Facilitate training for all end users and super users on system functionality and best practices. – Execute Train the Trainer sessions for new system functionality and in preparation for peak season (3 times per year). – Business Requirements – Work with system users and IT developers to document all new system and process requirements. – Document all requirements for software implementation for new business units as they are introduced. – Manage SCO Knowledgebase for all defects, enhancements and requirements. – Provide testing support prior to implementation of software changes to ensure requirements were successfully met and system defects are documented and resolved. – Identify defects prior to end user interaction with functionality preventing work stoppage. – Troubleshoot user issues; determine and resolve training issues or report, document and discover workaround solutions for system issues that cannot be repaired immediately. – Tactical Support – Provide hands-on Warehouse Managerial Support for DCs for each peak season (3 times per year). – Manage on-site operational review and preparation for all major holidays at up to 9 locations. – Event Coordination – Coordinate and manage quarterly internal Department meetings and off-site events. – Coordinate annual operational manager and supervisor meetings including facility and technical support.

– Author of occasional free-lance article for impulsemagazine.net. – Human interest and website news focus.

– Create and distribute training documents, job aides, user guides and SOP's for Warehouse Management System (WMS) from point of inception through post-implementation. – Train external vendors via web-meetings on the proper use and process for our Supply Chain Advantage Software. – Train internal corporate and distribution center personnel on use of Supply Chain Advantage and Warehouse Advantage software. – Provide on-site implementation support for WMS go-lives and post-implementation to Distribution Center personnel. – Won Quarterly Star Award for Superior Contributions to the Company

– Successfully manage to completion projects for Customer Service and Sales including: – Conversation Model revision resulting in 30 second reduction of average call handling time. – Execution of peak season preparation plan with cross-departmental team; tracking and identifying progress of individual and interdependent tasks ensuring peak volume readiness. – Management of 7 Customer Service Outsourcers during Mother's Day 2006 serving as main point of contact for communication and coordination of on-site support and internal team. – Provide weekly updates on status of all projects to management and key stakeholders. – Manage major business to business account for daily needs and long-term success including web content updates, sales reporting, merchandising, and communication with partners and internal departments – Won Quarterly Star Award for Superior Contributions to the Company

– Manage a team of 8-10 core Customer Service Associates and additional CSA's and Team Leads during seasonal ramp-up periods. – Interview and assist in hiring of seasonal CSA's. – Conduct monthly and annual reviews of CSA's including call observations and employee development plans. – Successfully developed 6 CSA's into promotions or transitions to other departments within the company. – Implement new programs to improve sales and service during peak and non-peak periods. – Sales Order Blitz increased sales of continuity programs during the Christmas holiday season. – Action Support Team, which triages and addresses escalated customer contacts, continues to support increased need for such support during peak holiday seasons every season since inception. – Special Interests and Published Works

– Coordinate safety and policy training for new employees as well as ongoing safety training to existing employees. – Maintain employee records for new hires and update for existing employees. – Coordinate meetings with HR Director.

– Worked my way from food server to Student Manager in 3 years and held that position for 2.5 years through graduation. – Created (quarterly) and maintained (daily) a schedule for permanent and student staff while managing attendance and performance directly and through a team of 10 supervisors.

– Manage evening Assignment Desk – Monitor video news feeds, police scanners and news wires – Write stories, lead-ins and cut-ins – Floor direct during news cast – Run telepromter during newscast – Start video clips or sound during newscast