Experience

Exploding Kittens, Inc.
• United States
• Entertainment Providers
• 1 - 100 Employee
• Strategy & Business Operations Consultant + Director of Technology

  • Jul 2022 - Present


Rad Power Bikes

• United States
• Sporting Goods Manufacturing
• 200 - 300 Employee

• Director, Ecommerce & Sr. Revenue Business Manager

  • 2021 - 2022

  I ensured customers had great Ecommerce experiences by driving cross-functional alignment with advertising, marketing, and sales. I was recognized for my ability to create structure out of chaos, and the CRO leaned on me to provide data-driven solutions to persistent business challenges. I led a remote team of 15 when I stepped in as Interim Director of Performance Marketing and Interim Director of Brand to keep the boat afloat during transitions. KEY ACHIEVEMENTS: ► Drove buy-in from leadership to invest in sales performance improvement, including better affiliate pricing, more social spending in specific verticals, investment into new channels like podcasts and radio, and testing new programs to improve email acquisition by 25%. ► Pioneered launch of brand/top-of-funnel campaign in Q1 2022, enhancing social ad engagement by 5% while fortifying brand awareness amidst increased spending by competition. ► Promoted testing, leading team to boost page conversion to next page of checkout by 15% through site split testing, aggressively testing email subject lines and imagery, and testing site email capture with various copy and images. ► Incorporated SMS into new product launches and ensured execution of creative concepts, timely delivery of creative assets across marketing channels, and budget alignment for social channels for 4 new bike model launches. Show less



Logicbroker

• United States
• Software Development
• 1 - 100 Employee

• Director, Client Delivery

  • 2018 - 2021

  I initiated and managed strategic design, implementation, and delivery of the client implementation process to support 3X growth for this provider of EDI and drop ship technology connecting retailers, brands, and critical systems. KEY ACHIEVEMENTS: ► Owned all strategic accounts and created memorable client experiences while building structures, processes, and systems to provide visibility and consistency while eliciting client confidence, facilitating 0% client attrition rate. ► Concurrently managed 5-8 client projects from proposal to delivery, regularly going the extra mile to ensure customer satisfaction remained at 98%+, such as producing basic JSON/XML/EDI code to help clients. ► Ran Client Relationship Team responsible for 50+ active client projects, identifying members’ strengths and weaknesses and providing tools for growth. ► Onboarded clients and vendors to Amazon, Wayfair, Target, Walmart, and Best Buy platforms, achieving OKRs by setting up project tracking and creating custom-built knowledge base sites for client onboarding. Show less



Zebit

• United States
• Retail
• 1 - 100 Employee

• Director of Operations (Drop Ship) & Client Services

  • 2015 - 2017

  Helping launch this business to provide individuals with interest-free financing and promote financial wellness was rewarding. I onboarded and managed B2B clients and product vendors while influencing the customer experience and UI/UX process. KEY ACHIEVEMENTS: ► Generated 10X order growth, strategically managing day-to-day delivery activity to propel seamless experiences. ► Unleashed 5X growth of customer base by leading IT prioritization, realigning lagging projects, and driving prompt completion of mission-critical initiatives. Show less



zulily

• United States
• Retail
• 700 & Above Employee

• Operations Manager – Studio & Services

  • 2011 - 2014

  This role was pivotal because it was a significant change from my previous work, and my success highlighted my adaptability and ability to quickly learn new skills and processes. KEY ACHIEVEMENTS:► Stimulated cohesive approach to photography, styling, photo editing, copy, and Customer Service operations, underpinning 100% YoY growth.► Recruited, hired, and trained 200+ individuals (~20/month) to support explosive business expansion, personally investing in team and process to promote excellence.► Administrated $10M annual expense budget, initiating and maintaining multi-department reporting and financial planning to enhance visibility and accountability.► Slashed costs by 10% and improved productivity by up to 400% by spearheading Toyota’s KATA process implementation across Studio production. Show less

• Contact Center Manager

  • 2010 - 2011

  I substantially improved the customer experience for this online retailer by introducing staff onboarding and training, implementing budgets and schedules, and monitoring metrics to understand opportunities for positive change. I enhanced the customer experience and drove retention by building a Customer Service Operations team to prioritize vendor relations, conduct fraud investigations, and communicate shipping/delivery delays when necessary.► Led and managed a rapidly growing department with a 400% increase in staff in 5 months while decreasing cost per contact by 20%► Built from scratch a sustainable, scalable foundation for a developing contact center: Team Leads, Scheduling, Quality Assurance, Order Exception Notification, Fraud Investigation, Agent Training, and Agent Support Team. Show less