Experience

Birdwell

• United States
• Retail Apparel and Fashion
• 1 - 100 Employee

• E-Commerce Manager

  • Mar 2023 - Present

  I oversee Birdwell.com's daily operations, bolstering channel growth and refining the user experience.• Currently orchestrating the development and upkeep of new projects, including the conception of functional requirements, quality validation, and endorsing launches.•Spearheading the launch of new product additions, which includes copywriting and integrating them into the online catalog.•Consistently merchandising online product displays to align with shifting business needs.•Partnering with the executive team to drive site-based initiatives, such as sales efforts, promotional activities, and collaborative experiences.•Streamlining logistics, liaising between third-party logistics to cater to business needs.•Overseeing the customer success team and ensuring they are aligned with up-to-date information for front-facing customer service needs. •Key Achievements: Played a pivotal role in launching our Shopify 2.0 site. Led and implemented the launch of our secondhand resell site through Archive. Currently implementing a "try before you buy" program with TryNow. Show less

• E-Commerce Specialist

  • May 2022 - Mar 2023

  • I managed daily website operations, which included product and inventory management, site merchandising, and site categorization.• I executed product content setup for all new product introductions promptly based on go-live dates, including product detail pages, product landing pages, category pages, and cart price rules.• I double-checked all products for accuracy and correctness, using NetSuite for any product or price adjustments.• I drove sales by using flows to upsell/cross-sell products and created collection-specific content to boost conversion.• I assisted the Director of Ecommerce in maintaining merchandising strategy, site conversion, customer experience, and marketing campaigns, keeping a close eye on sales and site performance daily.• I coordinated with the marketing team to fully understand all content, ensuring proper inventory and linking strategies to drive traffic back to our website.• I performed site sweeps to ensure the accuracy of product data and inventory availability.• I updated and maintained Trello boards related to product launches and site tasks.• I partnered with our Customer Service team to resolve any issues related to products, the website, or inventory.• I stayed current on e-commerce, email, and Shopify trends to ensure up-to-date knowledge. Show less

• Customer Service Supervisor

  • Jul 2018 - May 2022

  My ultimate aim in that position was to hire and develop a team into a seamlessly functioning unit. Ensuring quality assurance of Zendesk tickets was vital, as was establishing appropriate KPI metrics within email, phone, and chat communications.

• Customer Service

  • May 2017 - Jul 2018

  Wearer of many hats at Birdwell. First point of contact for emails, phone calls, and walk-in customers. Fully versed in Zendesk, Shopify Plus, and ShipStation. I also lend a hand in the warehouse when necessary.



Personal Capital

• United States
• Financial Services
• 300 - 400 Employee

• Technical Support Specialist

  • Feb 2017 - Apr 2017

  As a Technical Support Specialist for Personal Capital, I provided customer support for high-level investment clients, as well as advanced users of our app. Working closely with the sales and financial advisors, I was the point of contact for any technical issues that would arise. I was also a liaison between the users and the third party aggregator service that was used to link accounts to the software. Personal Capital offers more than 10,000 financial institutions of all types to be connected, popular ones including Capital One, Charles Schwab, Fidelity, and Acorns. We also partner with Zillow to allow tracking of home values. Any issues regarding linking, calculations, or categorization are handled within the Support team. Show less



Ibotta, Inc.

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior Support Representative

  • Sep 2015 - Feb 2017

  Holding a Leadership position of the Customer Support Team of 140+ remote employees. Coordinating the team daily, setting case and productivity goals, helping with anything requested for supervisor permissions only, and looking over the overall morale of the team. Being a supervisor to a smaller group of employees where I acted as their direct contact with anything they needed, and held bi-weekly meetings with them to discuss case statistics, strengths, and areas of improvement. We also talked about employee growth and future goals. Tracking trending issues within the team, and making sure they are executed to resolution within the app. Needing to work with other teams such as Engineering, App Development, or Account Management to see these issues to resolution. Overseeing a smaller team of people for special projects and tasks that help add more content to the app with UPC Farming along with auditing content that comes into the app with UPC Moderation. Show less

• Customer Support Representative

  • Feb 2015 - Sep 2015

  Attend to user emails writing in regarding problems or inquiries they have about the app. Looking for trending issues, and bubbling them up to the supervisors as they elevated. Assist with smaller projects such as UPC Farming and UPC Moderating.



m.pulse Modern Skincare

• Greater Denver Area

• Front Office Manager

  • Apr 2014 - Nov 2014

  Managing the core business by making sure the estheticians are meeting their goals and making sure everyone is on track with his or her appointments. Taking weekly inventory of the entire stock of the business, and tracking down any misplaced items. Managing clients payments, scheduling, and release forms are properly done before the procedure. Managing the core business by making sure the estheticians are meeting their goals and making sure everyone is on track with his or her appointments. Taking weekly inventory of the entire stock of the business, and tracking down any misplaced items. Managing clients payments, scheduling, and release forms are properly done before the procedure.



Colorado Aesthetic & Plastic Surgery

• denver, CO

• Office Manager

  • 2013 - 2014

  Watching over the schedule and adjusting it accordingly based on surgery and consultation schedulings. Providing pre-surgical consultations to patients while going over contracts, and release forms. Overseeing and tracking payments for procedures including down payments, Care Credit processing, and making sure they are done in time for surgery. Watching over the schedule and adjusting it accordingly based on surgery and consultation schedulings. Providing pre-surgical consultations to patients while going over contracts, and release forms. Overseeing and tracking payments for procedures including down payments, Care Credit processing, and making sure they are done in time for surgery.



Casino Job Center

• Las Vegas, Nevada Area

• Dealer

  • Dec 2010 - Feb 2013

  Dealing casino games of all kinds: Typical Blackjack, 3 Card Poker, Big 6, and Casino War. Knowing hotel and casino procedures according to each property and all legalities of the gaming industry. These properties have included Treasure Island, Fitzgeralds, Binions, Aquarius, Paris, and Arizona Charlies, and The Palms. Dealing casino games of all kinds: Typical Blackjack, 3 Card Poker, Big 6, and Casino War. Knowing hotel and casino procedures according to each property and all legalities of the gaming industry. These properties have included Treasure Island, Fitzgeralds, Binions, Aquarius, Paris, and Arizona Charlies, and The Palms.