Experience

Underwear Expert

• Côte d'Ivoire
• Sporting Goods

• Vice President Operations

  • Jan 2023 - Present

• Director Of Operations

  • Jul 2020 - Feb 2023

  Focused on CSX and Operations, developing omni-channel strategies improving the customer's experience. • Benchmarked and improved SOPs and SLA targets across e-Commerce operations. • Implemented decisions and solved problems by analyzing and actioning on data via Google Analytics. • Managed 5k monthly orders, 40k units of inventory and the Stripe payment process. • Orchestrated the close partnership with IT, 3PL, and customers to trouble shoot, manage any exception handling. •… Show more Focused on CSX and Operations, developing omni-channel strategies improving the customer's experience. • Benchmarked and improved SOPs and SLA targets across e-Commerce operations. • Implemented decisions and solved problems by analyzing and actioning on data via Google Analytics. • Managed 5k monthly orders, 40k units of inventory and the Stripe payment process. • Orchestrated the close partnership with IT, 3PL, and customers to trouble shoot, manage any exception handling. • Used data from Amazon QuickSight and Hotjar to translate business needs/strategy into a relevant customer experience development plan, leading to concrete UX and site experience and conversion. • Implemented retention practices and decreased churn by 2%. • Created SMS, social and email marketing campaigns generating an increase in sales and customer acquisition. • Managed and project planned the technology roadmap while partnering with IT leads and was responsible for sprint planning, A/B testing and pushing site changes live.



Southwest Airlines

• Airlines and Aviation
• 700 & Above Employee

• Customer Relations Specialist

  • Oct 2019 - May 2020

  Dallas, Texas, United States Resolve general inquiries by navigating multiple systems to obtain all relevant facts while on the phone with Customer. • Processing refunds or vouchers, documenting resolution, educating the Customer, and ensuring DOT responsiveness in order to satisfy both Customer and Company needs. • Knowledge of Department of Transportation (DOT) regulations. • Diffuse Customer dissatisfaction of Southwest by active listening and conflict resolution techniques in order to provide excellent… Show more Resolve general inquiries by navigating multiple systems to obtain all relevant facts while on the phone with Customer. • Processing refunds or vouchers, documenting resolution, educating the Customer, and ensuring DOT responsiveness in order to satisfy both Customer and Company needs. • Knowledge of Department of Transportation (DOT) regulations. • Diffuse Customer dissatisfaction of Southwest by active listening and conflict resolution techniques in order to provide excellent Customer service and a positive outcome, as well as implementing any follow up actions if needed. Show less



Designtex

• Design Services
• 100 - 200 Employee

• Showroom Manager

  • Nov 2017 - Oct 2019

  Dallas, Texas Manages the Dallas showroom • Processes quotes and contracts in excess of $500,000 monthly. • Leads a team of sales representative to reach monthly and annual sales goals. • Provides administrative and clerical support to regional sales directors. • Processes sample requests, tracks orders, and maintains sample library. • Communicates efficiently with clients and directors to maintain customer satisfaction.



Maharam

• United States
• Textile Manufacturing
• 100 - 200 Employee

• Sales Coordinator

  • Dec 2015 - Nov 2017

  Dallas, Tx Negotiates deals for high volume accounts and contracts to exceed company thresholds. • Processes quotes and contracts in excess of $500,000 monthly. • Leads a team of sales representative to reach monthly and annual sales goals. • Provides administrative and clerical support to regional sales directors. • Processes sample requests, tracks orders, and maintains sample library. • Communicates efficiently with clients and directors to maintain customer satisfaction. • Exceeded… Show more Negotiates deals for high volume accounts and contracts to exceed company thresholds. • Processes quotes and contracts in excess of $500,000 monthly. • Leads a team of sales representative to reach monthly and annual sales goals. • Provides administrative and clerical support to regional sales directors. • Processes sample requests, tracks orders, and maintains sample library. • Communicates efficiently with clients and directors to maintain customer satisfaction. • Exceeded yearly sales quota for the 2016 – 2017 fiscal year. Show less



The Walt Disney Company

• United States
• Entertainment Providers
• 700 & Above Employee

• Entertainment

  • Jan 2011 - Oct 2013

  Lake Buena Vista, Florida, United States Greeted special Disney guests to and from their greenroomPerformed in various parades and shows while maintaining Disney’s famous character integrity Disney’s Electrical Parade- Canopy Carrier Celebrate a Dream Come True Parade- Costumed Performer Celebrate the Season- Costumed Performer