David K. Email & Phone Number

New York City Metropolitan Area

New York City Metropolitan Area

New York City Metropolitan Area

Responsible for managing special projects and conducting internal audits within the company to identify opportunities for improvement in process, streamlining daily tasks, and to promote a more data driven mindset

- Identified customer pain points through analysis of NPS, CSAT, and customer review data and collaborated with Customer Experience & Marketing teams to resolve them- Spearheaded data management, reporting, and analysis to support executive decisions related to logistics strategy, shipping cost discrepancies, product improvements, and implementation of supply chain diversity- Developed training materials and documented standard operating procedures to scale Burrow’s global Customer Experience team- Led a collaborative team in developing new processes that allowed for our newly introduced international supply chain to seamlessly integrate with the domestic infrastructure that already existed- Managed the transition of Burrow’s ERP system from Stitch Labs to NetSuite, focusing on the reconciliation and accurate representation of inventory across multiple warehouses- Oversaw daily operations for multiple manufacturing plants and 3PLs to ensure consistent output, including managing production and fulfillment for Burrow’s largest vendor (accounting for 80% of annual revenue)

Greater New York City Area

- Promoted from Customer Experience Associate to Senior Customer Experience Associate within 15 months; was designated the company’s primary Customer Ambassador based on strong interpersonal and leadership skills- Managed relationships with high priority customers and partners, creatively resolving complaints and ensuring they maintained a positive impression of the Burrow brand- Optimized processes and trained a growing team of customer experience associates to maintain high levels of customer satisfaction - Collaborated with the operations and product teams to maintain inventory levels and manufacturing SLAs, track and resolve product issues, and provide feedback from customers to inform product improvements and innovations- Developed a public relations strategy in collaboration with the CEOs and COO to address poor customer experience caused by severe shipping delays, which enabled us to avoid canceled sales and maintain a majority of our orders

Greater New York City Area

• Handled customer phone calls and appointments• Repaired wood and electronic guitars for individual customers and other guitars stores, such as Rivington Guitars and East Village Music• Managed multiple repair jobs effectively to meet deadlines while maintaining high quality standards • Built American Jazz bass, Stratocaster, and Telecaster style guitars including custom orders