• Develop and implement comprehensive sales strategies• Identify and establish partnerships with beauty and wellness service providers• Lead, mentor, and build the sales and operations teams• Oversee daily operations to ensure seamless service delivery and user satisfaction• Analyze sales and operational data to identify trends, opportunities, and areas for improvement• Collaborate with marketing, product development, and customer service teams to enhance the overall user experience• Monitor industry trends• Manage budgets, forecasts, and financial performance of the sales and operations departments• Ensure compliance with industry regulations and company policies

• Effectively oversee day to day operations within Landscaping Construction, Retail Nursery, and Inventory Nursery Divisions• Ensure Landscape Designers understand all aspects of their contracts relating to their responsibilities and demonstrate a thorough understanding of process and structure• Negotiate, analyze, and prepare service quotes, contracts, agreements, and invoices• Schedule appointments, timelines, and deadlines for projects and individual tasks• Listen to client’s needs and collaborate with peers to factor needs into final goals

• Effectively supervise day to day front end operations• Hire, Train, and Mentor (in person and remotely) top customer service representatives, warehouse employees, and partnered collegiate bookstore staff for knowledge of the product lines and customizations• Implement ambitious customer satisfaction goals and better enable staff members to effectively meet them• Implement new SaaS programs to increase revenue and customer retention rates• Manage over 1,500 Colleges and Universities throughout the country with over 35,000 customers; identify initiatives for continuous improvement including fast response time, maximizing efficiency, and decreasing labor costs• Conduct performance reviews, employee performance conversations, and other personnel management• Develop, implement, and maintain quality assurance protocols• Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity• Administer payroll, ensure compliance of company directives, and effectively liaise between company owners to maintain and improve office and fulfillment communication• Communicate daily with Executive Management and Owners as well as team leads to ensure all departments are running successfully• Manage data collection for updating operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service• Develop operations systems by determining product handling and storage requirements; develop, implement, enforce, and evaluate policies and procedures; develop processes for receiving product, equipment utilization, inventory management, and shipping• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations• Serve as primary point of contact when there are customer issues

• Recruit, hire and train new customer service agents• Generate sales from training agents to up-sell and cross-sell• Research strategies to further improve the customer experience• Schedule calendar for agents and representatives• Distribute agent and representative work• Develop standards and procedures• Document customer service discussions and actions• Maintain accurate records and files of documentation• Provide sales goals and encouragement to achieve goals• Manage budget and expenses• Set and maintain all customer service procedures and policies• Address returns, refunds, credits, and shipping tracking numbers• Record, organize, and file customer interactions and profile/account changes• Provide resources for quality customer service• Implement customer service strategies to improve quality of service• Address and resolve team and customer conflicts• Anticipate and resolve customer service issues• Maintain a professional workspace and workflow• Evaluate agent and representative performance• Ability to answer phone, listen actively, relay information, and type basic information simultaneously• Customer-focused for a positive customer experience and resolution• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner• Able to multitask, prioritize, and manage time efficiently• Encouraging to team and staff; able to mentor and lead

• Reviewed and Managed P&L Statements and budgets to determine maximum efficiency for current and new projects• Communicated with Owners regarding new project development• Implemented company wide KPI strategies to increase internal and external satisfaction• Create plans to address clients’ business needs• Schedule regular meetings with customers to ensure they are satisfied• Act as point of contact for complaints and escalate issues as appropriate• Help sales team up-sell or cross-sell services and products• Study competition to find new ways to retain customers• Set sales and revenue targets and work diligently to meet them• Participate in marketing campaigns• Developing effective communication platforms for clients and staff

• Lead in the design, development, and implementation of the graphics, layouts, and production communication materials to increase the company brand awareness through physical marketing brochures, social media, and website images

• Resolve customer complaints via phone, email, mail, or social media.• Greet customers warmly and ascertain problem or reason for calling.• Cancel or upgrade customer orders.• Assist with placement of orders, refunds, or exchanges.• Advise on company information.• Take payment information and other pertinent information.• Place or cancel orders.• Compile reports on overall customer satisfaction.• Work with customer service manager to ensure proper customer service is being delivered.• Attempt to persuade customer to reconsider cancellation.