Pedro Rivera Email & Phone Number

Chicago, Illinois, United States

Chicago, Il, Us

In my role as a Order Operations Manager at Threadless, I take a hands-on approach to managing operations and customer experience. My work spans a variety of responsibilities aimed at ensuring smooth workflows and delivering excellent service:•Order Production: Oversee the end-to-end order production process, ensuring accuracy, timeliness, and adherence to quality standards.•Vendor Collaboration: Partner with vendors to manage service level agreements (SLAs), resolve shipping and receiving challenges, and streamline order fulfillment through detailed communication and co-managed spreadsheets.•Fraud Prevention: Analyze transaction trends to identify and mitigate fraudulent activity, safeguarding the business and customers.•Inventory Management: Maintain inventory accuracy and leverage extensive product knowledge to support operations, from stock allocation to troubleshooting supply chain issues.•Post-Purchase Support: Resolve complex post-purchase scenarios, including order discrepancies, return processing, and chargeback investigations, ensuring customer satisfaction and retention.•Team Training: Onboard and train new hires, providing the tools and knowledge they need to excel in their roles.•Process Improvement: Identify and log technical bugs, collaborating with the IT team to refine systems and enhance the user experience.I’m passionate about problem-solving, optimizing processes, and creating positive experiences for both customers and colleagues. Each day, I strive to contribute to a smoother, more efficient operation while keeping the customer at the center of everything I do.

Chicago, Il, Us

As a Customer Experience Team Lead at Threadless, I successfully managed customer support operations, handled returns and exchanges, and maintained the store front. Additionally, I collaborated with supply vendors to optimize SLAs and inventory supply, resulting in improved efficiency and customer satisfaction. My efforts led to a more streamlined and customer-centric approach to operations. • Managed customer support operations via e-mail, Help Scout, and Parature• Oversaw returns, exchanges, and missent items to maintain high customer satisfaction• Collaborated with supply vendors to optimize SLAs and inventory supply

Chicago, Il, Us

• Managed a small team for Direct to Garment order fulfillment, ensuring accurate processing and shipping of orders.• Oversaw inventory organization and maintenance, optimizing efficiency in the warehouse.• Trained and onboarded new hires and seasonal workers, contributing to a cohesive team dynamic.• Utilized forklift operation skills for efficient shipping and receiving of products.