● Managed a diverse SaaS business book across SMB, Mid-Market, and Enterprise sectors, specializing inhome, gift, and furniture verticals, overseeing $400M+ in GMV and $2M+ in ARR. Provided criticalin-person event support during key markets to strengthen client relationships and promote productadoption.● Consistently recognized as a top performer, resolving an average of 45 support tickets per week—exceeding company benchmarks by 61%—while maintaining a 94% customer satisfaction (CSAT) score and routinely surpassing all key performance indicators (KPIs).● Authored and optimized a library of 100+ knowledge-based articles, with creative content strategies that drove 5,000+ views. Developed 25 high-usage macros for self-service tutorials, fostering clientempowerment and product proficiency with customer-friendly, accessible language.● Delivered hands-on training and onboarding to five new hires within their initial 90 days, ensuring highaccuracy and adherence to service standards. Successfully guided new team members to achieve timely,high-quality results and become self-sufficient contributors.● Conducted proactive account reviews and health checks with clients to address potential issues beforeescalation, reducing ticket volume and improving client retention by increasing product adoption andsatisfaction through strategic insights and personalized support.● Collaborated cross-functionally with product, marketing, and sales teams to align customer feedback with product roadmaps, enhancing the overall customer journey and directly contributing to iterativeimprovements and innovations in the SaaS platform.

● Designed a comprehensive communications toolkit, including the company handbook, associate dress code guidelines, and policy/procedure manuals, to establish and consistently reinforce brand standards and values across all levels of the organization.● Developed a strategic, proactive storytelling approach for product descriptions, ensuring cohesive brand alignment and enhancing customer engagement for over 1,000 items across apparel, home, gift, and décor categories.● Collaborated closely with cross-functional teams, including marketing, merchandising, and creative, toensure consistent messaging and brand voice across all customer touchpoints, driving brand loyalty andtrust.● Conducted periodic training sessions for associates on brand guidelines, dress code, and company values, fostering a unified company culture and empowering staff to embody the brand’s vision in every interaction.● Spearheaded the creation of targeted policy/procedure manuals to streamline onboarding and ensureadherence to best practices, improving operational efficiency and reducing training time for new hires.● Regularly audited and updated communication materials and brand documents to reflect evolving business goals and market trends, ensuring that all content remained relevant, accurate, and aligned with the company’s strategic vision.

● Strategically grew the team from 4 to 8 employees, achieving 100% retention and 0% turnover by fostering a supportive and growth-oriented work environment. This expansion increased revenue year-over-year from $20M to $25M, enhancing the team's ability to meet evolving business demands.● Implemented the Net Promoter Score (NPS) metric to capture valuable insights into customer perceptions and satisfaction levels. Established new communication standards based on NPS data, resulting in service level satisfaction improvements to 80% or higher.● Championed business innovation by launching a virtual styling service, allowing customers andstakeholders to actively participate in the uniform design process, which increased engagement and brand loyalty while showcasing the brand’s responsiveness to customer input.● Cultivated a customer-centric culture among a team of 7 associates, emphasizing empathy, responsiveness, and understanding in customer interactions. This focus strengthened the brand’s connection with its target audience, boosting brand credibility and fostering lasting customer relationships.● Developed and led ongoing training and development initiatives, empowering team members with the skills and knowledge needed to exceed performance targets and deliver exceptional service, further contributing to high retention rates and team satisfaction.● Collaborated with cross-functional departments, including product development and marketing, to ensure customer insights were reflected in product and service offerings, driving continuous improvement in both customer satisfaction and brand alignment.

● Deployed a fit finder tool that enabled customers to accurately identify products based on size and personal preferences, reducing the return rate by 5% and significantly improving customer satisfaction with their initial purchase.● Managed the end-to-end development and delivery of training resources and content for a team of 100+ digital commerce service representatives, fostering continuous skill development and boosting team performance through targeted learning initiatives.● Spearheaded the creation of onboarding materials, workshops, and ongoing training modules for digital commerce representatives, equipping the team with product knowledge and best practices that improved response times and customer interactions.● Established a set of performance metrics and feedback loops to assess training effectiveness, leading to an improvement in service accuracy and consistency across the digital commerce team.● Led the company’s Fun Committee, organizing and executing a range of events and activities designed to strengthen teamwork, enhance employee engagement, and promote inclusivity, contributing to a positive and collaborative workplace culture.● Collaborated with HR and management to assess and continuously improve employee satisfaction through Fun Committee initiatives, helping to create a work environment that values inclusivity, morale, and retention.

● Developed a comprehensive store opening manual featuring detailed job descriptions, operationalworkflows, and a structured 10-day store opening plan. This streamlined approach reduced travel costs by 20% and enabled 93% of new stores to meet or exceed initial sales targets.● Implemented impact measurement tools to monitor store performance, allowing for data-driven insights that supported continuous improvements. This approach contributed to the successful opening of 15 stores within eight months, consistently achieving projected KPIs.● Directed and mentored two direct reports, providing them with clear objectives, ongoing support, anddevelopment opportunities, fostering a high-performance culture, and ensuring alignment with company standards during store launches.● Led cross-functional store opening teams of up to 30 members, coordinating tasks and resources toguarantee efficient and timely store openings while maintaining optimal quality across all facets of the setup process.● Standardized operational procedures for new stores, streamlining onboarding, merchandising, andcustomer service setups, which resulted in consistent brand presentation and service excellence across all locations.● Collaborated with key stakeholders across marketing, merchandising, and HR to align store opening goals with broader company strategies, ensuring each new location successfully reflected brand values and met customer expectations.

● Developed and implemented a cohesive retail communication strategy that aligned with the brand’s vision and business objectives, driving consistency across all retail channels and increasing engagement among both employees and customers.● Established and enforced comprehensive guidelines that optimized resource usage, resulting in a 45%reduction in supply spending without compromising quality or operational efficiency.● Spearheaded the integration of a new point-of-sale (POS) system within a matrixed organization, enhancing retail operations through streamlined workflows, improved data accuracy, and more efficient transaction processing, ultimately contributing to a seamless customer experience.● Collaborated cross-functionally with store operations, IT, and finance teams to ensure smooth deployment and adoption of the POS system, addressing change management needs and providing hands-on training to maximize system benefits.● Played a key role in the Fun Committee, planning and coordinating engaging events and activities to boost employee morale, promote team cohesion, and create an inclusive work environment that reinforced the company culture.● Developed metrics to assess the impact of employee engagement initiatives on team performance andretention, providing insights to leadership on the effectiveness of engagement efforts and continuouslyimproving the work environment.

● Managed the "Weekly Wonder" store communication program, overseeing the workload calendar andensuring timely, consistent communication to keep employees informed about key brand and storeinitiatives. Developed and implemented a comprehensive dress code policy to foster a professional andcohesive associate appearance, aligning with brand standards.● Cultivated strong, collaborative relationships with store managers and internal teams, ensuring uniformity and consistency in communication, processes, and operational strategies across all touchpoints, driving alignment with brand goals, and improving store performance.● Led the collaboration with a third-party organization to revamp the mystery shop program, ensuring that the new framework aligned with company standards and objectives, providing valuable insights intocustomer experience and service quality.● Conducted in-depth financial performance evaluations against set budgets, identifying opportunities for cost optimization. Successfully reduced supply expenditures by 60% across 29 locations in 15 states, contributing to significant operational savings while maintaining high standards of service and product availability.● Standardized and streamlined communication processes across multiple regions, improving efficiency and ensuring that all stores received the same level of support and alignment with corporate directives, resulting in improved consistency in in-store execution.● Developed and implemented data-driven solutions to measure the impact of store communication and operational changes, continuously refining strategies to drive both employee engagement and operational excellence across the organization.