Experience

The Ridge
• 1 - 100 Employee
• Wholesale ops manager

  • Apr 2023 - Present


Nogin

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Account Manager

  • Apr 2021 - Jan 2023

  • Responsible for 8 fashion/apparel, home goods, and accessories brands' strategy and operations, client relationships, customer acquisition and retention, strategy creation and execution, partner and platform technology development, and partner and platform UX/UI development.• Manage relationships with client’s executive teams at senior and mid-management levels and act as the primary eCommerce operations point of contact for key brands Brookstone, Tretorn, Hurley, Justice, Charming Charlie, Hard Tail forever, Hobby Horse, and Chopra.• Generate sales/revenue reports weekly for over 30K+ SKUs and present statements in client meetings to update them on activity and goals.• Coordinate with a diverse multi-disciplinary team to meet site performance and operational needs, including photo studio, customer service, and warehouse operations to streamline processes and portray a holistic brand to consumers.• Analyze KPIs to ensure site stability and troubleshoot catalog discrepancies on partner websites from the admin back end, coordinating with the engineering team in reproducing and documenting site issues/bugs on Shopify+, Workfront, and Encore platforms.• Coordinate e-commerce and partner product launches, working closely with partners to list new products on sites and optimize exclusive placement opportunities to promote brands.• Facilitate troubleshooting and maintenance of electronic data interface (EDI) feed between websites, warehouses, and third-party API plugin tools.• Consistently communicate goals, objectives, campaigns, promotions, brand strategies and relevant business issues throughout the organization.• Execution of site updates and enhancements, including markdowns, catalog uploads, artwork, copy changes, and merchandising to meet product launch deadlines.• Evaluated KPIs addressing any issues to ensure associated forecasts were met (traffic, conversion, average order values, sales, returns, shipping compliance and customer service metrics). Show less

• Key Achievements

  • Apr 2021 - Jan 2023

  • Increased client retention by 40% by providing customer visibility to their sales, resulting in an increase in revenue retention by 30%• Developed new processes around billable hours by recording and tracking VAS charges, ensuring 90% of all hours were billable to clients, a 100% improvement above any other year• Onboarded multiple new clients, including Justice, Chopra, and Hard Tail Forever

• Client Services Coordinator - Remote

  • Oct 2020 - Apr 2021

  • Accountable for assisting key clients and their brands, including Hard Tail Forever, Hobby Horse, Tretron, and Brookstone providing e-mail, and live chat support, ensuring issues are addressed, and goals are exceeded. • Managed all aspects of content management for the online store catalog and promotional activity, coordinating the development of assets using internal resources and external agencies.placements to optimize brand promotion opportunities.• Facilitated inter-departmental communication to solve escalated cases, ensure positive customer experience, and relayed information from customer feedback to brand management, so customer relationship management is always improving.• Assisted guests by placing orders and all general inquiries, including product information, entered all new orders and processed returns through the admin system.• Created returned material authorization for defective or incorrectly ordered merchandise.• Liaison with the client’s services team to solve guest inquiries by clarifying the issue, determining the cause, and selecting the best resolution that benefits both parties. • Coordinated project workflow, ticketing, scheduling, and delivery to ensure projects ran smoothly.• Demonstrated exceptional knowledge of Shopify, Jira, Workfront, and Encore to provide customer resolutions.• Assisted customers with order status, backorders, shipping info, pricing, and availability, including investigating lost or delayed orders by tracking shipment paths via UPS, FedEx and USPS.• Executed activities related to eCommerce websites, including catalog and inventory management, site content refreshes, product photo shoots.• Partnered with copy and creative design teams, development, buyers/merchants, brand, and marketing managers daily to ensure all e-mail campaigns, marketing assets, promotions, and overall website needs were created, tested, and executed properly before launch to drive awareness and sales. Show less

• Key Achievements

  • Oct 2020 - Apr 2021

  • Increased billing revenue by 10% in the first year• Created additional revenue for the company by levering our resources to lower accounts supply cost by 15%

• Senior Operations Supervisor

  • Mar 2018 - Oct 2020

  • Managed B2C and B2B fulfillment in a fast-paced full-service e-commerce facility across a distribution center and a warehouse comprised of 250K sq. ft, 11 brands, and 55K+ SKUs.• Led a team of 80 employees overseeing the processing of 1,600 DTC eCommerce packages, 500 B2B cartons (including Nordstrom, Zappos, Blank NYC Nordstrom), and 300 Boutique orders for global distribution.• Monitored employee attendance and developed techniques to improve employee efficiency in the warehouse to ensure accuracy, quality and quantity of work.• Worked with cross-functional teams to complete job orders on-time and within customer specifications.• Introduced SOPs for more efficient operations within the business's eCommerce side, resulting in standardization and bolstered throughput.• Methodically reintroduced associate performance accountability standards after conducting multiple continuing education and SOP compliance training sessions.• Created extensive planning tools to aid in productivity improvements and meeting expected results.• Maintained the integrity of the warehouse inventory by ensuring accurate receipt and efficiently putting away.• Performed all associate reviews and established a high morale level through employee engagement and activities.• Developed and implemented methods and procedures to improve efficiency, the safety of operations, and inventory integrity.• Ensured that department resources were optimized by monitoring performance indicators, such as associates’ time and department production and quality data, identifying problems, and taking appropriate corrective action• Incorporated LEAN Six Sigma principles and conceptual ideas to help improve overall efficiency and productivity.• Assisted employees with identifying and correcting inventory discrepancies within the packing and staging areas and prepared and reconciled required production and inventory reports. Show less

• Key Achievements

  • Mar 2018 - Oct 2020

  • Developed and implemented SOPs that increased production ability from 6K units per day• Drove an 80% decrease in mis-shipments by developing a new shipping screen with Encore developers and setting up a new shipping process• Strategically optimized operations fulfillment methods which led to a 22% increase in overall shipping throughput

• Inbound Supervisor

  • Apr 2017 - Mar 2018

  • Led a team of over 65 employees across 2 DC's, which were responsible for inbounding all wholesale and eCommerce products.• Managed VAS projects that generated additional revenue for the company, which was previously unclaimed.

• Key Achievements

  • Apr 2017 - Mar 2018

  • Maintained an inbound receiving Unit Per Hour (UPH) average of 80% in 2018.• Overhauled the RMA department and increased productivity by over 75%.• Collaborated with IT developers to create receiving, picking and packing RF technology within the company's WMS.• Strategically improved dock-to-stock processes which allowed our team to lower the receiving SLA from 3 days to 2, making it possible for Nogin to onboard more clients without increasing headcount.

• Receiving Lead

  • Jun 2016 - Mar 2017


Michael Kors
• United States
• Retail Apparel and Fashion
• 700 & Above Employee
• Shipping Clerk

  • Aug 2015 - Jun 2016