Experience

12th Tribe

• United States
• Apparel & Fashion
• 1 - 100 Employee

• Operations Manager

  • May 2023 - Present

  • Oversee a $30M yearly DTC volume • Manage customer service, logistics and distribution department day to day operations • Supervising a 3PL inbound and outbound activities • Ensuring Order SLA, Return SLA, Receiving SLA are being contractually met • overseeing the daily performance of our fulfillment operations and Customer Service team • manage data inflow and outflow to strategically budget refunds, forecast order requirements, and customer service communication plans regarding new product launches, promo's, preorders, and restocks • Strategic Implementations for Generating Higher Revenue • Make sure that any decisions and tech integrations in thefront end (web, merchandising, promotions, events, tech integrations) si supported by the back end operations in the warehouse, vice versa. • Sourcing & Negotiating warehouse and other 3rd party tech integrations • Manage projects within the company to ensure project is done efficiently Show less



Nouhaus Inc.

• United States
• Retail Furniture and Home Furnishings
• 1 - 100 Employee

• Logistics and distributions manager

  • Feb 2023 - May 2023



Bubs Australia (ASX : BUB)

• Australia
• Food and Beverage Manufacturing
• 1 - 100 Employee

• Customer Service and Fulfillment Manager

  • Aug 2022 - Feb 2023

  - Oversee $100M yearly volume - Leading a team of Customer Service Officers by providing the team with direction and support to ensure all calls and online enquiries are being handled in a timely and professional manner - Driving a positive team culture to achieve high levels of employee performance and engagement - Providing coaching to develop the teams' customer service skills and capabilities to support the achievement of KPIs - oversee fulfillment from all warehouse in United States - Manage a 3PL to ensure standard is met per SLA agreement - Reviewing the current team structure and implementing operational changes to support further business growth - Working closely with the warehouse to support smooth operations between the Warehouse Team and the Customer Service Team - Ensure all customer inquiries are satisfied and resolved for both Online and B2B sales - Investigate delivery non-conformances to resolution for the customer in collaboration with supplying warehouse personnel/3PL - Ensure all documentation and filing is achieved as per financial and auditory requirements relating orders across all platforms - Provide support/relief to Customer Service personnel as required Supporting with overflow calls and enquiries as necessary Show less



Louis Vuitton

• France
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Digital Operations coordinator

  • Aug 2020 - Jul 2022

  - Oversee a $200M digital yearly volume - Order flow management. - Supervising all inbound and outbound order activities from our 3PL - Maintain a relationship with 3PL management - Observing, reviewing and analyzing processes to identify inefficiencies and areas where improvements could be made - Create Standard Operating Procedure (SOP) - help escalate store issues relative to click and collect, One Retail order, and home deliveries order. - Execute training programs for new hire - Direct communication with Customer Service through salesforce for order upgrades, cancelations, corporate orders, UPS claims, and special circumstances - Generated reports to track and monitor sales by service level, order flow, and consumption across 3 Distribution center project management: - Develop training videos and SOP for new corrugated launch - Evaluate and test prototypes, models, pre-production samples for fit, form and function Show less



The TJX Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Customer Service Supervisor

  • Jul 2019 - Jul 2020

  - Maximized revenue by proactively building and managing key customer relationships. - Supervised and motivated customer service teams to maximize business performance. - Delivered fast, friendly and knowledgeable service for routine questions and service complaints. - Manage a team of 15 cashiers during nonpeak and average 25 cashiers during peak season. - Created SOP manuals targeted at resolving simple and difficult customer issues - Trained new hires on relationship building, sales processes and protocol, product knowledge, customer needs, and overcoming objections. - Leads by example by engaging and interacting with all customers, and maintaining a clean and organized store - Trains and coaches Associates on personalizing the customer experience while promoting loyalty programs - Assigns registers, supports and responds to POS coverage needs, and coordinates breaks for all Associates Show less



GUESS?, Inc.

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Visual Merchandiser

  • Oct 2018 - Jun 2019

  - Create effective written materials (Visual Merchandising Directive, Visual Merchandising Supplements, weekly communication) that direct one company vision through Visual Merchandising consistency - Work closely with the Design and Buying teams to synchronize one cross divisional vision for GUESS, Inc - Liaise between corporate and field in developing and rolling out visual merchandising concepts - Participate in assigned store openings and remodels to ensure stores open at 100% compliance to company standard of visual excellence and store design - Ensure store windows and in-store presentation are clean and maintained at all times Show less



Gap

• United States
• Retail
• 700 & Above Employee

• Visual Merchandiser

  • Jul 2017 - Jul 2018

  - Responsible for all aspects of the merchandise lifecycle, including partnering on the creation of merchandise maps, in season management, marketing and signage placement, visual displays and overall presentation standards - Responsible for supporting our management team by performing functional tasks as assigned - Act as a mentor and role model to Experts & Brand Associates to support service behaviors and the execution of tasks in specific areas of expertise - Leading processes and/or areas of the business, executing tasks and maintaining productivity to ensure goals are met - Train and coach 10 visual merchandising associate across 2 stores Show less



Nordstrom

• United States
• Retail
• 700 & Above Employee

• Logistics

  • Oct 2015 - Jul 2017

  - Receive, unload freight, unpack and deliver newly arrived merchandise to selling departments - Fulfill customer orders in a timely manner following quality standards (Buy Online Pick up in Store and Online Orders) - Prepare and ship customer’s orders following quality, packing and shipping standards - Utilize inventory management systems to scan, process and research merchandise shipments in accordance with our inventory control processes - Assist in maintaining clean and organized selling floors and stockrooms - Provide general support to the store, e.g. set up special events, organize backroom, markdowns, and relocate store fixtures Show less