Larkin Nance Email & Phone Number

New York, New York, United States

New York, New York, United States

New York, New York, United States

- Manages and coordinates the direct-to-consumer wholesale orders and bulk wholesale orders for 13 accounts across US and CA. Accounts include Costco, Macy's, Nordstrom, Amazon, etc. - Coordinates externally with fulfillment partners (3PLs and 3PMs), transportation partners, and wholesale partners- Executes $20m+/month in shipping transactions and resolves discrepancies in our ERP system and partner portals to maintain a high level of inventory and sales accuracy- Works cross-functionally with Operations, Wholesale, Tech, Planning, Finance, and CX to ensure all transactions are completed accurately, on time, and in compliance to partner requirements- Reviews and disputes chargebacks and shortages from wholesale partners- Enters new sales orders using JDE based on EDI transfers from corporations- Creates and updates workflows in SOPs to meet partner requirements in an optimal manner

New York, New York, United States

- Managed a team of 9 CX Specialists by monitoring metrics to meet company standards for volume and quality- Supported all Customer campaigns regarding delayed shipments via production estimates and current fulfillment patterns- Worked cross-functionally to communicate shipping timelines to team of 100+ employees and maintain a sustainable feedback loop- Tracked our NPS on a weekly basis and identify points of friction for the consumer and opportunities of improvement, which was passed on to the Executive Team on a weekly cadence.- Won Casper's "Golden Waffle" Award for going above and beyond for our team and connecting to our company's core values

New York City Metropolitan Area

Subject Matter Expert in Ecommerce Logistics, North America- Owner of proactive outreach regarding MSBDs and shipment delays -- connected to 15k+ customers regarding operational friction- CX Training: Responsible for training new hires from workflows, case guides, SOPs- Mastered high level escalations from customers and executive members regarding returns, accounts, deliveries and social media commentary.- Assisted on projects within Salesforce, Omni Channel, Product & Merchandising, Internal sites, CX Training- ‘Back of house’ responsibilities to ensure scheduled shipments in North America are on time and occur without delay- Key communicational support between our Operations/Fulfillment team and the CX team- Manager on Duty

Greater New York City Area

- Served as a leadership role for coaching on best customer service practices.- Acted as the voice of Casper on the front lines, delivering joyful experiences and developing lasting relationships with customers via phone calls, emails, live chats and text messages.- Sold products to customers using detailed product and industry knowledge.- Recorded and relayed recurring customer feedback and insights to internal teams such as tech, marketing, design, and product in order to constantly improve the customer experience.- Maintained an expert-level knowledge of our products and internal management systems as well as curiosity and awareness of new initiatives within the industry.- Won Casper's "Golden Waffle" Award for going above and beyond the call of duty for a CX Specialist and owning multiple projects to better the Wholesale Product Quality system.

Raleigh-Durham, North Carolina Area

Updated all marketing and posts for website and Facebook pageUpheld ordering for all patient giveaways and office inventoryOrganized and hosted patient eventsCreated and printed all outgoing checks on QuickbooksMaintained a revenue-based schedule for both doctors and dental hygienistsVerified, filed, and received insurance claims for patients’ visitsLiaison for all patient concerns and reviews

Raleigh-Durham, North Carolina Area

Managed and scheduled a staff of 25-30 student employeesResponsible for the organization and filing of contract forms for a minimum of 5 years priorCarried out the hiring and training process for all new Member Services employeesHandled all communication with customers and their concernsCreated and presented new procedures for staff members on construction projects and/or new software

Raleigh-Durham, North Carolina Area

Supported startup companies in Raleigh with marketing, market research, app and website development, and prototypingServed as a team lead for 2 different companies during the spring semester

Coordinated and hosted events for the Student Alumni Association, an organization with 3,000+ membersWorked with 30 other ambassadors to strengthen alumni and student relations while promoting campus traditionsMarketed the program in order to acquire benefits and discounts from local businesses for the membersBrainstormed and marketed t-shirts and giveaways for the association

Park Alumni Center

Sold Student Alumni Association Memberships to 515 incoming studentsBoosted sales to a new record, over $37,000, in two monthsCultivated the contract relationships with over 8 beneficiary companies in the Raleigh area

Raleigh-Durham, North Carolina Area

Utilized an information system, RecTrac, for the sales of various memberships and training programs offered by University RecreationAssisted in achieving over $750,000 in annual revenue

Bachelor’S Degree, Business Administration And Management, Entrepreneurship, Graduated

Activities and Societies: Alpha Phi Omega, Student Alumni Association, Alumni Association Student Ambassador Program

Business Administration And Management, General, Junior

Study Abroad semester from January 2016 - June 2016. Took a full semester of classes in business and communication.