Omnichannel Operations Manager, Loyalty

• Mar 2022 - Present

Senior Manager, Fulfillment and Customer Service

• Oct 2020 - Dec 2021

Led the transition of the Fulfillment and Customer Service teams to new platforms due to new ownership directions. Managed three associates, documented workflow and streamlining of process efficiencies. • Attended Weekly and Monthly Business Review meetings sharing knowledge, identifying areas of concerns and future strategy. • Led exit of legacy customer service platforms to integrate new platforms including Salesforce Commerce Cloud, Salesforce OMS, and Zen Desk.• Responsible for the account health, ship and fill rates of all Shoes.com 3P relationships, including Amazon and Walmart. Utilized Channel Advisor to manage 3P marketplaces.• Helped coordinate the exit from offshore customer service team to build a US based Customer Experience team.• Handled interviewing and hiring recommendations for the new CX team.• Onboarded new hires to Shoes.com custom CRM to handle site cutover.• Trained new hires and carryover staff on new systems including new OMS and CRM tools. Show less

Manager, Fulfillment

• Oct 2017 - Oct 2020

Managed a team of up to five associates to ensure the integration onto the Walmart eCommerce platform was executed efficiently. Worked cross-functionally on 2 warehouse moves while identifying future process improvements. Moved the team from hybrid work to a remote work model. • Led integration into Walmart eCommerce as part of the digital acquisition strategy portfolio• Directly collaborated with Customer Experience, Technology, and Customer Service teams to develop ticketing system for internal customers. Ticket data was used to establish SLAs and metrics.o Developed and reported monthly metrics using ticket datao Metrics drove team to fill rates averaging 99% and ticket resolution in under 8 hours over 90% of the time.• Led the team toward a shift in third party marketplace orders focusing primarily on Walmart.com.• Consulted with domestic and international teams on integration with Walmart owned fulfillment center transition. Show less

Manager Fulfillment and Integrations

• Apr 2011 - Oct 2017

Responsible for aggregate fill rate of Shoebuy, individual websites, and marketing partners.Troubleshoot dropship vendor setup including inventory and ship platform integration.Worked directly with dropship vendors representing over 1,100 brandsManage outstanding 1P, 3P, and Drop Ship orders to ensure customer satisfaction.Acquired basic EDI knowledge to assist management.Marketplace order management including Amazon, Walmart, eBay, Rakuten/Shop.com, Wish, Overstock, Sears, HSN, Facebook, and Google Express.Oversaw merger of Customer Service Logistics group into Fulfillment team, streamlining communication to provide support for Customer Service. Supervised up to six direct reports all handling relationships with vendors and shippers. Show less

Senior Fulfillment Associate

• Feb 2009 - Apr 2011

Worked with expanding portfolio of dropship vendors representing over 200 brands.Managed non-EDI fulfillment for FloraFlora, Shoebuy.co.uk, and several brand partner websites.Directly worked with DHL, UPS, and USPS on first international deliveries.Partnered with dropship, 3P, 1P, and partners to meet shipping SLAs.

Fulfillment Associate

• Jan 2008 - Feb 2009

Worked with vendors to handle escalations and maintain shipping and order fulfillment SLAsManaged over 75 dropship vendors representing 175 brands on several aggregate sites.

Customer Service Representative

• Oct 2006 - Jan 2008

Provided excellent customer service primarily over phones and email.Handled escalations to prioritize for supporting teams guaranteeing customer satisfaction.

Manager

• Jul 2012 - Oct 2013

Managed vendor selection, helped coordinate city licensing for fresh vegetables and prepared foods to be sold. Managed all social media marketing. Maintained local connection with weekly local non-profit highlights. Managed vendor selection, helped coordinate city licensing for fresh vegetables and prepared foods to be sold. Managed all social media marketing. Maintained local connection with weekly local non-profit highlights.

Problem Resolution Specialist

• Nov 2003 - Oct 2006

Exclusively handled escalated customer service issues between site professionals and the end user. With a goal of mediating any small issue to avoid any further escalations. Handled negative ratings and reviews to proactively handle escalated issues. Exclusively handled escalated customer service issues between site professionals and the end user. With a goal of mediating any small issue to avoid any further escalations. Handled negative ratings and reviews to proactively handle escalated issues.