As an Operations Manager with extensive experience in customer service and warehouse logistics, I excel in driving significant improvements in customer experience and operational efficiency across retail and e-commerce channels. My leadership has directly contributed to substantial increases in consumer satisfaction metrics and operational throughput, positively impacting the company's bottom line. I am adept at leveraging data analysis to inform strategic decisions and implement scalable solutions.-Customer Experience Management: Implements and maintains company-wide customer service standards to achieve and exceed customer satisfaction metrics such as NPS and CSAT.-Project Management: Oversees major biannual sales events that significantly contribute to annual revenue.-Technology and Systems Integration: Skilled in overseeing backend integrations and operations between NetSuite and Shopify, demonstrating a deep understanding of both platforms to streamline e-commerce processes and data synchronization. Lead the integration and optimization of automated returns platform, driving efficiency and revenue growth. -Data Analysis and Reporting: Utilizes data analytics to assess performance metrics and provide insights to executive leadership for strategic decision-making.-Operational Efficiency Improvement: Develops and implements strategies to reduce CS response times, optimize labor utilization across functional teams, and streamline warehouse operations.-Cost Management: Innovate and negotiate to achieve cost reductions in shipping and operational processes without compromising service quality.-Inventory Control: Refined inventory management SOPs to minimize losses and improve order fulfillment accuracy.

-Oversees team of CX Specialists to ensure KREWE's customer base receives best-in-class pre and post purchase experiences. -Established regular reporting analysis and KPI tracking across NPS, CSAT, and channel-based metrics. Reset baseline for customer service standards.-Launched integration of automated returns platform for e-commerce and retail sales channels

-Managed team of 15 on-channel educators to maintain guest support excellence through correct implementation of resolution processes; CRM management; and solutions-driven language to achieve or exceed guest expectations. -Ensures team meets or exceeds performance metrics; analyzed key metrics and set regular reporting cadence on KPIs and employee engagement. Established goals for individuals and team at large and designed action plans to close gaps.

• Analyzed weekly metrics including sales trends across 30 product categories, conversions, and dollars and units per transaction to develop and execute strategies, and coach sales teams to drive profits short and long-term. • Built mutually beneficial partnerships with influencers across food & beverage, lifestyle, and athletic industries to build awareness of new product launches; key results include +35% increase in outerwear sales; 11% growth in Everlux sales; 5% increase in men’s On The Move pant market penetration.• Cultivated and managed a large network of community stakeholders and brand ambassadors to expand market share beyond existing consumer base.• Manage $150k yearly activation budget to launch key brand experiences, localized marketing, and relationship engagement tactics that resulted in 38% regional traffic growth, contributing to 19% regional sales growth ($48MM). • Planned and executed large scale brand experience for Marine Corps Marathon, leading team of 8 through 6-month project. • Organized, art directed and edited 35 photoshoots and promotional videos per year with key brand influencers, ensuring brand visual guidelines and deliverables met.

• Designed new event-based brand experience inside retail location, creating calendar of unique events and sweat classes that support lululemon’s experiential retail vision. Managed team of 2 full-time support staff. • Established and implemented training for team of 30 to align with business metrics, brand vision, event fill rate goals and guest information capture. • Created SOPs for guest engagement, front desk operations, MindBody software and pre/post event duties resulting in +50% net new guests to space YOY and +40% growth of in-store email marketing database.• Partnered with local businesses, influencers, athletes and national brands to grow lululemon’s brand awareness as a leader in experiential retail, product innovation and inclusive event experiences.

• Accountable for hiring and training strategy for $8+ million dollar retail location. Oversaw interview, hiring, training and off-board process to onboard 24 seasonal employees (+50% seasonal increase in staff).• Led in-store mentorship strategy to increase employee retention. Responsible for development and success of 3 Key Leaders.• Managed key human resources duties for 50 employees by reviewing timecards, running payroll, approving vacation requests and explanation of benefits.

Plan and executes over 20 meetings per year. Duties include but not limited to: submitting RFPs, contract negotiation, site selection, room setups, catering menus and AV specs.Provides staff support for the AGC President and Spouse on matters related to Board of Directors Meeting planning and VIP/Officer/Spouse social events.Responsible for assisting in the development and execution of all matters relating to the Annual Convention, and all other meetings held by the Association.