E-Commerce and Retail Management- Managing e-commerce operations on BigCommerce and Square platforms.Vendor Relations and Inventory Management- Maintaining strong vendor relationships, ensuring timely inventory restocks and proactively communicating new product launches.Customer Service Excellence- Providing exceptional customer service across multiple channels (in-person, phone/text, email), exceeding customer satisfaction targets. Sponsorship & Community Engagement- Successfully coordinating sponsorships with local roller derby leagues and individual skaters, enhancing brand visibility and community engagement.Expertise & Training- Conducting engaging classes on skate maintenance and gear selection, fostering customer knowledge and loyalty.- Training new staff on customer service operations

- Served as the “voice” for Ruggable in the front lines, delivering excellent customer service experience via phone calls, e-mails, and chat- Provided timely and thorough empathetic resolutions to customer inquiries (common inquiries included: billing, returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)- Maintained above average KPI targets (service level agreement/first response time, quality, customer satisfaction, etc.)- Maintained above average CSAT and QA scores- Maintained expert-status on knowledge of Ruggable products / features- Communicated with management to escalate problems and recommend resolutions

• Managed, rotated and ordered beer and wine inventory [Excel]• Contacted vendors for ordering via phone or email• Maintained point-of-sale system [Revel]• Maintained employee timecard system [Uattend]

• Also worked here from June 2006 to July 2008 as a server• Hired, trained and supervised staff of 12 to 15 employees• Scheduled front and back of restaurant staff [Google Calendar]• Reviewed timecards; processed payroll [Google Sheets]• Managed, organized and supervised catering and private events• Handled social media footprint• Installed and maintained point-of-sale and security systems [Aldelo, QSee]

• SaaS - Self managed dedicated server hosting• Customer service and merchant chargebacks• Trained new and continuing staff for a department of eight employees• Reviewed billing department timecards using in-house software• Coordinated with other department heads, including tech support and engineering• Communicated (average 50-60 calls per day, 30-40 emails per day) with customers, other departments, vendors