As a seasoned Customer Experience and Marketing Operations Leader in a hyper-growth company, I play a critical role in managing the overall customer experience and marketing operations. My primary responsibility is to oversee the planning, execution, and strategy of the organization's overall Customer Experience goals and Marketing Operations. This involves working collaboratively with other department directors to ensure that all areas of the business provide customers with a seamless… Show more As a seasoned Customer Experience and Marketing Operations Leader in a hyper-growth company, I play a critical role in managing the overall customer experience and marketing operations. My primary responsibility is to oversee the planning, execution, and strategy of the organization's overall Customer Experience goals and Marketing Operations. This involves working collaboratively with other department directors to ensure that all areas of the business provide customers with a seamless experience while maintaining brand integrity, vision, mission, and standards.To achieve these goals, I take on various responsibilities across Marketing, Operations, Product Development, and Finance. I lead a team of 13+ remote, in-office, and hybrid Customer Experience Specialists who are responsible for ensuring that our customers receive the best possible experience. In addition, I onboard all new vendors, contractors, and consultants to ensure that we are working with the best partners who can help us drive results.One of my core strengths is my ability to manage teams and drive results. As such, I am passionate about delivering exceptional customer experiences and hitting organizational goals that drive business growth. I believe in taking a proactive approach to problem-solving and empowering my team to take ownership of their work.I oversee a range of tasks that are essential to the e-commerce business. This includes managing and optimizing technical platforms using data-driven decisions to optimize each tool, such as Shopify, Loop, Status, WAIR, Attentive, Gorgias, Zendesk, Klayvio, Nosto, and other vendor partnerships to drive traffic, engagement, and revenue growth. I implement and manage CRM programs to build customer loyalty and retention. I am responsible for managing creative approvals for marketing collateral, ensuring that all content adheres to brand standards. Show less

As a contract Executive Assistant for Marketing, I managed all projects for the Marketing team and assisted the Director in day-to-day activities. In this role, I was responsible for overseeing and executing all Marketing projects, coordinating with cross-functional teams, and ensuring the timely completion of tasks. I also provided administrative support to the Director, managing their schedule, coordinating travel, and preparing reports and presentations.

•Discover, lead and implement industry specific and general business processes to increase efficiency, sales and gross profit.•Responsible for Budget and Cost control•Hire, facilitate training, and develop team members within the region; coaching, lead and develop team members by encouraging and providing professional growth and development•Selected by management to head the operational integration of a new ATS/Back office cloud-based system •Facilitate and lead communications… Show more •Discover, lead and implement industry specific and general business processes to increase efficiency, sales and gross profit.•Responsible for Budget and Cost control•Hire, facilitate training, and develop team members within the region; coaching, lead and develop team members by encouraging and providing professional growth and development•Selected by management to head the operational integration of a new ATS/Back office cloud-based system •Facilitate and lead communications with client management teams regarding weekly and monthly contractual service level agreements•System Administrator for current ATS/Back office system that allows the entire company to run the business•Continuously identify and solve key opportunities between company and client making data-based solutions•Implement systems and processes to improve efficiency and reduce daily task costs and durations•Identify integral opportunities for organizational process improvement and direct the facilitation of knowledge to implement improvements•Consult with clients and co-workers daily in various areas of business; including HR, Production, Scheduling, Employee Engagement, Labor Leveling, On-boarding, Employee Safety and Training. •Manage employee injury cases and workers compensation claims with support of company Risk Manager.•Persuade and negotiate client demands and internal business needs Show less

•Proficiently performed crew scheduling/labor leveling for over 350 hourly employees in a 24/7 operation, with 7 different departments, while following a complex Union contract to reduce grievance dollars paid out to union employees. •Effectively reduced the use of variable labor within the bakery resulting in increased profit.•Managed and maintained vacation tracking software developed in-house. •Increased line efficiency by properly scheduling best fit employees daily for work… Show more •Proficiently performed crew scheduling/labor leveling for over 350 hourly employees in a 24/7 operation, with 7 different departments, while following a complex Union contract to reduce grievance dollars paid out to union employees. •Effectively reduced the use of variable labor within the bakery resulting in increased profit.•Managed and maintained vacation tracking software developed in-house. •Increased line efficiency by properly scheduling best fit employees daily for work available based on experience and contract rules.•Convinced management of the importance of a training tracking system to reduce the cost of grievances paid to union employees based on unproven facts previously.•Championed the use and implementation of Kronos timecard system integrated with a complicated scheduling software that was customized and built based on the needs directed by myself. •Performed Human Resource functions, including issuing employee discipline, FMLA, sick leave, attendance, grievance settlements.•Managed labor budget for training and indirect labor usage.•Implemented training program to properly prepare for a new line start-up to make sure labor was trained and cross-trained to prevent overtime cost. Show less

Maintained and serviced testing equipment, conducted a study to reduce lightweight carton rejections, organized and conducted food quality meetings. I also performed other food safety and quality tasks.