Serenity C. Email & Phone Number

Sacramento, CA, US

• Supports & engages with the Hims & Hers provider community to help support during their long term experience on the platform
• Leverage Looker and lang.AI to collect data, analyze current processes, and seamlessly introduce new operational procedures for optimal business refinement
• Monitor daily reports to find trends and report bugs to improve the platform experience for providers and patients
• Implement automations, create SOPs, and look for trends to further improve existing processes and training for the internal clinical operations team
• Collaborate cross-functionally with Analytics, Pharmacy Operations, Product team, IT/Engineering, Customer Experience, and Medical A airs team
• Team leader for Looker, Google Sheets, Zendesk & lang.AI.

• Manage, coach, and develop a team of 10+ agents
• Execute day-to-day business management duties, including:
• Improving real-time workflows, Scheduling, maintaining team KPI’s, enforce QA, work hands on in queues with agents as needed
• Work cross-functionally to find gaps in processes, projects and improve overall patient experience
• Foster an open work environment and encourage collaboration to solve any task at hand
• Develop and promote 3 agents in 4 month span

Los Angeles, California, United States

• Collaborate with the Store Manager to provide effective leadership and direction to the entire store team, emphasizing a customer-centric, ethical, and professional demeanor
• Ensure the store consistently meets and maintains service, compliance laws, merchandising, and operational standards to optimize sales performance
• Drive exceptional customer service by leveraging in-depth product knowledge and exemplary service, resulting in increased sales, achievement of key performance indicators (KPIs), and enhanced customer retention
• Handle customer returns, concerns, and complaints proactively and with the utmost professionalism, always prioritizing customer retention, and escalate issues to the relevant parties when necessary
• Guarantee strict adherence to all Sweet Flower inventory control procedures, ensuring compliance with inventory management standards
• Stand in manager when store was without official manager

Los Angeles, California, United States

• Spearhead the development, execution, and ongoing maintenance of all operational functions within retail stores with the aim of optimizing efficiency, enhancing profitability, minimizing expenditures, and facilitating.
• Assume a leadership role in inventory management and fulfillment operations directly within the store environment. This includes conducting monthly inventory counts, maintaining precise inventory records, and.
• Contribute to the development, enhancement, and standardization of best practices that have a significant impact on the overall business.
• Serve as an advocate for retail operations across various departments, collaborating to conceptualize, coordinate, and execute initiatives specifically tailored for the retail sector
• Offer support to HQ Operations when required, providing essential input necessary to achieve overarching business objectives and strategic goals
• Continuously identify opportunities for process optimization and the enhancement of tools, particularly in anticipation of scaling and growth

Los Angeles, California, United States

• Oversee fulfillment operations with a distinguished 6-year total tenure at Target, including 4 years in a management role.
• Assume responsibility for the efficient execution of customer orders, coordinating a team of 20 employees directly, 50-100 employees indirectly
• Maintain optimal levels of productivity and manage order volume forecasts to support online operations while aligning with business priorities and achieving sales targets.
• Train for new store openings from team members to executive store leaders
• Set and uphold rigorous standards and objectives for the team, actively engaging in the complete talent lifecycle, which includes recruitment, development, coaching, performance evaluation, and talent retention.
• Cultivate a positive workplace culture and lead by example, inspiring the team to adopt a similar ethos and ensuring accountability for maintaining this commitment.

Associate'S Degree, Social Psychology

California Cosmetology License