Analyze inventory availability, consumer behavior, sales trends, and seasonal themes to identify optimal merchandising strategy. Developed and execute promotional marketing campaigns within a $4M annual budget to drive $19M+ in net revenueConducted A/B testing for promotional campaigns resulting in a 80% increase in buying customers and 52% rise in incremental salesCollaborate with creative to design 30+ printed promotional materials, ensuring brand standards and seasonal relevance for field teams across 80+ locationsOwn eCommerce landing pages and catalog collections achieving over 17 million annual views, a 61% click-through rate, and generating $55M+ in direct purchase revenueDesign and produce video reference training guides to increase company-wide awareness and communicate execution of upcoming fiscal week promotions to 2,000 employeesImplemented a digital ticketing system to streamline requests, issue alerts, and updates, reducing average response and resolution time from 48 to under 24 business hours

Led a team of 6 direct reports across phone and chat channels, addressing customer needs, internal department updates, high-level escalations, and managing external call center partner relationshipsManaged BBB reviews and complaints, maintaining the company’s A+ rating through consistent support and issue resolutionLaunched outbound campaigns during depot consolidation to increase customer awareness and drive incentive orders, generating $15K in demandStreamlined field team escalation processes by creating a support hub to address field concerns, customer needs, and account updatesSpearheaded early development of a digital customer communication platform, scaling nationwide in 2022, resulting in improved delivery performance and organizational cost savings of 10 million miles

Directed all call center operations of 720 on-site agents, oversaw performance management, service fees, training, contracting, escalations, and shared servicesLaunched 3 call center sites within 3 weeks during the COVID-19 pandemic, scaling operations with 300+ on-site agents to meet a 200% increase in call volumeActed as the internal client liaison, coordinating with cross-functional teams to implement systems, complete projects, and address ongoing service needsInformed and educated client on procedural, technological, compliance, and regulatory updates impacting workflow, pricing, technology, and servicesLaunched chat support team through website and app integration, resulting in a 36% increase in incremental salesDeveloped a knowledge base with 150+ articles on processes, training, and sales tactics, incorporating bot integration for enhanced searchability and training, leading to reduced average handle and wait times, and an improvement in average quality assurance scores from 75% to 88%Presented weekly, monthly, and quarterly business reviews to senior leadership and C-suite stakeholders, driving strategic planning by identifying future goals and initiatives while celebrating wins and addressing improvement opportunities

Led a team of up to 30 direct reports across phone and chat channels, handling customer concerns and processing new ordersManaged team operations across 10 different accounts within the phone channel, ensuring high-quality customer interactionsLaunched 2 additional call center sites for account shared services with 200+ on site agents, led training both on account specifics agent level and leadership level for oversight and handoffTrained, coached, and monitored calls/chats, leveraging quality assurance data to evaluate performance, identify trends, and provide actionable feedback for improvementPresented weekly business reviews to senior leadership, reporting on KPI attainment and outlining action plans for continued performance improvementMonitored service levels to ensure compliance with contractual obligations and optimal handling of incoming call volumes

Managed customer interactions across 5 distinct accounts via the phone channel

Managed the upkeep of a 30 table dining room (8 seats per table) throughout meal service, including table design, service, cleaning, and resettingCoordinated the transition of dining stewards to housekeeping for turnaround operations on embarkation days, ensuring efficient preparation of the shipHosted evening cocktail hours, providing guest entertainment along with snacks, beer, and cocktailsAttended daily meetings with the Executive Chef to review menu details, substitutions, pairings, and special requestsSupported various departments including assisting as a Galley Steward and Deck HandCollaborated with the interior designer to decorate the ship during holiday cruises, covering 3 decks, 4 sitting areas, 2 galleries, and the main dining room

Restaurant consistently maintained an average guest satisfaction score of 95%Managed daily operations, ensuring seamless front-of-house processes and prioritizing guest experienceStreamlined closing procedures and till reconciliation, reducing time by 30 minutes to an hour per serverCollaborated with local businesses to host early lunch meetings, maximizing downtime before peak lunch hoursImplemented weekly and monthly sales incentives for specific products, driving faster inventory turnover and boosting employee morale through upsell-focused initiatives

Trained and launched restaurant opening, ensuring smooth operations from day oneManaged opening and closing procedures for the bar, wells, ice cream machine, and surrounding tablesCrafted cocktails, shakes, mixed drinks, and served beer throughout shiftsPromoted and recommended menu options to enhance guest satisfaction and drive salesEnsured compliance with sanitation procedures and food safety guidelines at all times

Managed a $8M store with a team of 35 employees, overseeing operations across stock, merchandising, and loss prevention departmentsPartnered with the store manager to hire all new employees and handled scheduling and staffing for non-management positionsLed daily manager-on-duty tasks, ensuring smooth store operations and providing support to employeesAchieved superior ratings in store reviews, excelling in payroll margin, stock delivery efficiency, and customer satisfaction

Managed a $12M store with 60+ employees, overseeing daily operations across hardlines departments to ensure optimal product placement, inventory management, and sales performanceTrained and supervised hardlines associates in merchandising, layout optimization, and loss prevention strategies, successfully minimizing shrinkage.Led daily manager-on-duty responsibilities, ensuring smooth store operations and providing leadership support to staffCollaborated with store manager to establish sales goals and execute promotional campaigns, aligning department performance with overall company objectives

Conducted thorough pressure testing of the Blowout Preventer (BOP) following nipple-up operations to ensure system integrity and well controlDocumented test results, provided detailed reports, and communicated findings to relevant stakeholdersCoordinated with driller and rig crews to confirm BOP stack readiness for drilling operationsEnsured compliance with regulatory requirements and company policies for well control and pressure managementFollowed strict safety protocols and industry standards to ensure equipment and personnel safety during high-pressure testing

Skilled in assembling and disassembling BOP stacks to ensure well control integrity and operational safetyProficient in using specialized tools and equipment for BOP installation, adhering to strict safety protocols and industry standardsCollaborated with rig personnel to coordinate the safe and efficient execution of well control measures

Boosted bar revenue by 40% by developing and promoting signature cocktails crafted by bartendersLed security teams during concert events, ensuring the safety of talent and guests throughout performancesRedesigned bar recipe books and implemented testing protocols to enhance bartender efficiency and product knowledgeSafeguarded inventory by conducting daily pour tests with bartenders before shifts to ensure precise product usageIncreased customer base by 30% through innovative marketing strategies and partnerships with local radio stations and major businessesReduced costs by digitizing bar inventory, enabling weekly tracking of bottle losses and data-driven stock purchasingRated top night club 2013

Efficiently served 150-300 drinks per shift ranging from regular night to concert night, maintaining speed and accuracy in a high-volume environmentExpertly managed bar operations, including inventory control, drink preparation, and cash handling, while upholding strict cleanliness and safety standardsEnsured full compliance with local alcohol laws and regulations, fostering a safe and responsible service environment

Managing entry protocols, ID verification, and guest screening, trained in effective communication and handling high-pressure situations with professionalismCollaborated closely with bar staff and management to coordinate security efforts during high-traffic eventsCommitted to ensuring compliance with local safety regulations and alcohol laws