As a wearer-of-many-hats at small business Territory Run Co, maker of trail running goods including best-selling technical running hats, I am responsible for a wide range of tasks to support business growth.• Manages in-house and external events, including group runs, community events, and race expo and race-day sales booths• Sells custom-branded gear program to companies across diverse industries, helping them create custom gear to promote their own brands• Ships and fulfills orders from local warehouse, ensuring speed and accuracy• Manages customer service via email and social media, assisting customers with both pre- and post-purchase questions regarding products and orders

As the leader of DTC customer service in North America at On, the fastest-growing running brand in the world, I developed strategic short- and long-term plans, oversaw systems, hired and trained staff, created and drove KPIs with metrics and data, and ensured operational excellence.• Developed and implemented hiring, training, and development programs, resulting in a team of 130 permanent internal and external reps, leads, and managers (comprising front-line and two levels of leadership) with a scale of 200 for holiday ramp annually• Implemented an outsourcing BPO program in North America that generated substantial cost savings for the department• Utilizing exceptional communication, relationship-building, and project management skills, collaborated with cross-functional teams to drive results toward company goals, ensuring the team was set up for growth to provide best-in-class customer service across all channels• Led a team of six managers with specialized skills in areas such as workforce management, coaching/training, team leadership, and staffing/outsourcing, providing guidance, coaching, and support to ensure optimal team performance and development• Demonstrated expertise in establishing, assessing and monitoring pertinent KPIs (including CSAT, response time, backlog, phone coverage, among others)• Translated business priorities into actionable insights, championing and empowering team members to cultivate their professional and personal growth• Analyzed customer feedback, identified areas for improvement, and developed effective strategies to enhance customer satisfaction and loyalty

• Managed the growth of the DTC team by expanding the team from three team leads and 12 reps to six leads and 50 reps in 1.5 years, with a focus on strategic planning and driving results• Successfully transitioned the team from office-based to 100% remote in March '20, resulting in a 50% increase in team performance and achievement in response to the surge in ecommerce sales• Identified and managed high-level projects, such as NPS, payment systems, automation/implementation projects, bulk/corporate orders, learning and development• Monitored analytics and data in email, chat, and phone systems, and collaborated withkey stakeholders to establish KPIs for accountability and strategic decision-making• Coached team leadership to inspire reps to exceed each KPI, deliver exceptionalcustomer experiences, and foster continuous learning and development• Conducted thorough monthly analysis of customer service growth, utilizing insights todevelop and implement hiring strategies to support sales and expansion• Assessed, launched, and maintained cutting-edge systems, such as Stella Connect(customer feedback and QA and Talkdesk (voice, which was seamlessly deployed within weeks of transitioning the team to a fully remote working environment)

• Demonstrated exceptional performance as a customer service representative, quickly earning a promotion to lead the DTC customer service team for North America• Directed and expanded a team of three reps to a team of over 12 internal and temporary workers, implementing growth strategies to meet company objectives• Conducted weekly check-ins with each team member to provide coaching and development opportunities, fostering a culture of continuous learning and improvement• Analyzed email, chat, and phone system data to establish and achieve key performance indicators KPIs), ensuring team accountability and success• Collaborated with cross-functional team leads B2B, Key Accounts) to motivate our reps to exceed KPIs, deliver exceptional customer service, and continually develop their skills

• Cultivated trust by comprehending the unique requirements of On customers and retailers, and resolving every situation within 24 hours with a wow factor, while identifying any escalated, unresolved issue• Managed and prioritized multiple concerns concurrently, including proficient communication using phone, email, and live chat• Processed webshop and wholesale orders, exchanges, returns, and warranty claims in Salesforce order management system• Advised customers regarding the most suitable On product(s) as a technical product specs expert• Coordinated with our third-party warehouse and shipping partner daily for orders, returns, and order discrepancies• Exhibited high energy and accountability toward supporting the sales team and their corresponding accounts

nuun & company, based in Seattle, WA, has revolutionized hydration by making electrolyte drinks portable, tasty, and without added sugars. nuun is sold in over 7000 outlets in the US and is available in over 30 countries. Until COVID, I worked a part-time, event-based schedule representing the brand at demo opportunities from race expos to grocery stores to fun runs and more. • Independently executed small grassroots marketing events with both retail accounts and local health and fitness groups • Assisted local field marketing manager with the performance of large events and key sponsorships• Assisted local grocery, drug, and supplement manager with the hosting of retail demos• Enthusiastically educated new consumers and loyal fans on the benefits of nuun hydration products

ElliptiGO Inc. created the world’s first elliptical bicycles. As the first sales manager in the Northwest region, I was hired to increase sales through specialty running, cycling, and fitness retailers and grow the ElliptiGO retail footprint across a six-state territory.• Spearheaded growth of retail partners in fitness, cycling, and running industries across a large territory by proactively identifying and onboarding new partners while nurturing existing accounts• Leveraged expertise in the fitness industry to boost sales and brand visibility through targeted partnerships with retailers and key influencers• Drove sales growth by providing expert training and development to retail associates, managers, and store owners• Organized and conducted in-store and event-based product demos and group rides to create meaningful interactions with the ElliptiGO brand• Demonstrated exceptional communication and relationship-building skills by fostering strong business partnerships with key accounts

I was promoted to Brand & Event Manager to manage all marketing and event-based projects and drive strategic goals of the business.• Maintained all responsibilities as Brand Manager while also taking on event duties (creating and executing all in-store and partnership events)• Organized and led weekly pub runs with brewery and footwear partners; created and organized special events in-store (product launches, running clinics, guest speakers, etc)• Executed partnerships with sponsored races (coordinated in-store packet pickups, promoted Fleet Feet Sports brand at off-site sponsored events, coordinated expo vending opportunities - events from 100-35,000 participants)• Created, then managed a team of 30 ambassadors, annually coordinating their branded gear, volunteer opportunities, race entries, and team events

Fleet Feet Sports PDX is a locally owned and operated run specialty store dedicated to building and inspiring Oregon and Washington's running and walking communities by providing superior products, excellent service, and unique events. I was hired as Brand Manager to help transition the brand to join the Fleet Feet Sports family and coordinate all marketing efforts, working directly with the business owners. • Led company through brand name change; transitioned all social media and web accounts to new brand, coordinated name change timeline for all digital and physical assets, and assisted with opening of third location under new name• Coordinated all social and online accounts; created online newsletter and customer emails; maintained company website (including blog)• Directed local marketing campaigns, including print and digital; executed national brand campaigns at the local level• Second-in-command at all company and company-sponsored events (community gatherings, expos, races, in-store events, etc); assisted Event Manager with event planning and execution (events for 20-500 people)

Founded in 2011, OpenSesame is the world's leading marketplace for buying and selling elearning courses. As the Marketing Coordinator and Internship Program Manager, I worked on a wide range of marketing projects dedicated to growing web traffic and increasing sales, while leading the summer marketing internship program. • Collaborated closely with Marketing Manager to optimize website SEO, curate social media content, draft engaging content for company blog, manage email database, and execute weekly newsletters and targeted email campaigns• Devised and executed strategic plans for email campaigns and other lead generation initiatives• Supervised and mentored summer interns, including interviewing, assigning tasks, and providing guidance and feedback on projects• Coordinated various sales, marketing, and customer service efforts, including generating sales leads and providing customer support through phone, email, social media, and chat channels• Undertook additional projects and duties as assigned, delivering results to meet or exceed expectations.

Founded in 2011, OpenSesame is the world's leading marketplace for buying and selling elearning courses. As a lead marketing intern, I worked with both the marketing team and the overall company to increase blog traffic, improve site authority through SEO, and optimize course pages based on target keywords. • Authored weekly blog posts for publication on company website and other technology blogs, showcasing expertise in industry trends and best practices• Optimized site content and e-learning course descriptions for search engine optimization, driving increased web traffic and engagement• Edited intern-produced content and collaborated with team to produce high-quality content, while providing expert guidance and mentorship to ensure professional development• Contributed to various sales, marketing, and customer service initiatives, including lead generation, customer support via phone and chat, and other related projects

Bookseller • Digital Specialist: assisted customers with NOOK eReader sales and support• Customer Service: assisted with finding items in-store and ordering; shelved and maintained inventory• Cashier: promoted company membership program while ensuring fast and friendly cashiering

Treat Team (March 2009-July 2010) • Assisted guests at shop window, prepared frozen treats, cleaned shopSupervisor (July 2010-July 2011)• Counted drawers, made Italian ice, refilled and cleaned machines, trained new employeesAssistant Manager (July 2011-July 2012)• Created weekly employee work schedule, organized staff meetings, managed social media, interviewed prospective employees

Freshman Peer Counselor May-August 2010, 2011• Facilitated all summer Freshman orientation programs (PittStarts) • Hosted incoming high school seniors in residence halls during overnight programs• Gave tours, mingled with families, and participated in student panels during prospective student programsPitt Pathfinder September 2009-April 2012• Gave lower and upper campus walking tours and discover Pittsburgh bus tours• Recruited students during on and off campus recruitment programs• Contacted prospective students by phone and email

• Categorized, sorted, and weighed artifacts • Entered data into Microsoft Access • Organized paper records, physical materials, and lab equipment