Whitney Trujillo Email & Phone Number

Remote First, Us

• Active user and trader on Magic Eden and various Solana decentralized applications (dApps)• Deeply integrated within the Solana community; well-connected with creators, project founders, and influencers• Buy/Sell/Trade NFTs and Crypto using crypto wallets (Phantom, Magic Eden, Metamask, Petra, CB Wallet etc)• Participate in decentralized finance (DeFi) activities, including adding liquidity to pools and staking of crypto assets• Understands bridging crypto assets between networks using tools such as Wormhole• DEX trading on platforms such as Jupiter, Raydium, Uniswap, and Pancake Swap• Deepy understands Web3 and blockchain concepts to create user support documentation for the most web3 forward products at Coinbase• Designed and delivered a comprehensive guide for beginners on navigating the cryptocurrency and NFT ecosystems, including setting up wallets, engaging with communities, and conducting secure transactions• Actively engaged NFT enthusiast and collector, deeply involved in prominent Degen communities including DeGods, Degen Apes, and RTFKT, leveraging insights from these networks to stay at the forefront of NFT trends and market dynamics.

San Francisco, California, Us

• Orchestrated the online customer experience strategy across global offices, enhancing the support and educational ecosystem through data-driven improvements and customer feedback• Investigate, deeply understand, and contribute to the prioritization of improvements of the online support ecosystem• Drive the overall health of the customer support journey by designing and implementing innovative and frictionless support experiences at scale• Partner across Dropbox’s global offices to identify opportunities to improve support processes through data analysis and customer feedback• Facilitated cross-functional meetings to align on goals, set agendas, and ensure clear action items, significantly boosting operational clarity and efficiency• Developed and led the prioritization framework for customer experience enhancements, resulting in a 19% decrease in unexecuted projects and uncovering a $1.4M cost savings by optimizing self-service tools

Remote First, Us

• Directed the strategy and execution of customer support for Web3 products, achieving key performance indicators and cost targets through effective program management and stakeholder collaboration• Led the half-yearly planning process with senior leaders, establishing a scalable prioritization framework that enhanced organizational alignment and goal attainment• Partnered with Product, Design, legal and Tech teams through discovery and concept phases to establish requirements, key performance indicators, program schedules and cost targets• Actively participated in new technology development and best ops practices in order to steer solutions that align with market fit/CX expectations while hitting program targets• Liaised across multiple cross-functional teams to ensure go-to-market strategies are met• Defined and owned CX support plans and commitments through OKRs to ensure successful launches• Championed cross-departmental initiatives to help the business scale and to meet operational goals• Identified opportunities (concepts, pilots, etc.) which support the company’s strategic priorities through interaction with stake- holders, senior business leaders and organic pipeline generation• Spearheaded change management and communication for major product launches, including DeFi and Staking initiatives, which accounted for 33% of new product introductions.• Launched customer support solutions for Web3 discovery and community, CB retail crypto sends/receives, DeFi Yield, Staking, DEX trading, and Learning Rewards(formally CB Earn)product surfaces. Tier1 launches include cbETH, Retail Dapps, Asset Recovery Tool, and the ETHMerge.

Seattle, Wa, Us

• Network SME for Amazon’s internal outbound pick system and all standard work focused in 74 Traditional Sortable Soft Lines Sites globally• Engaged and collaborated with business stakeholders to find creative solutions to problems, focused on safety, quality, and productivity through kaizen events and project submissions from operation teams• Performed quantitative analysis of key process indicators to identify and prioritize CS process improvement opportunities (eliminate waste) and to identify opportunities to optimize pick process flow for productivity gains• Partnered with finance to ensure project entitlements are valid for further development and expansion to the network• Oversaw transfers project portfolio, mentoring and supporting individual project leaders through project life cycle• Responsible for the approval or denial of network and site level changes that impact millions of customers globally

Seattle, Wa, Us

• Drove site launches to completion, following standard work, meeting SLAs and project deliverables with minimal guidance• Managed 3PL and startup activities ensuring items are deployed and executed per Amazon’s safety and design standards, keeping to launch milestones• Performed quality audits of site designs through formal design review process escalating items that may impact associate safety, launch volume and labor plans, impede operational flow, and or put the site launch at risk• Field engineered sustainable solutions for internal and external site design plans, partnering with launch planning, process and design engineering teams to confirm that changes are to standard• Partnered with internal stakeholders and peers daily to drive improvements in costs, efficiency, and delivery of products and services to support launch of new stations and expansion of existing operations• Incorporated process improvement/lean methodologies and use data analysis components to drive decisions/changes which can impact launch deadlines and or operational components for a successful launch• Communicated across various parties to ensure alignment of goals and tasks to ensure the overall success of the launches• Managed capital expenditures in excess of $5 million, forecasting/reporting budget weekly to finance team• Leveraged relationships from prior projects for support in finding viable solutions in the field, gain working knowledge for process improvement, and feedback regarding operational flow in station design

Seattle, Wa, Us

• FHD Outbound POC for IOL (inventory in odd locations) and FPY (Fast Past Yield), root causing quality concerns to mitigate rework of product and lost inventory • IND4 OPs POC for PIT/PED reduction, identifying site opportunities for improving safety and compliance according to network standards• IND4 Benchmark Leader, driving compliance to benchmark standards while outlining best practices that will also make similar sites successful.• Created collate guide with best practices and tips to simplify manual collating for batchy sites without central flow• Build labor shift plan according to forecasted volume and attendance daily• Manage pick flow to maintain balance with pack, ensuring critical shipments arrive in a timely manner to process• Present pick GEMBA weekly, highlighting associate barriers, quality concerns and pick performanceIND4 Women's TSSL Affinity Group Ops POC• Designed and created logo used for merchandise for the TSSL Women's Affinity Group adhering to Amazon brand guidelines.• Plan and coordinate site team building events focused on community outreach and mentorship among female leaders.

Seattle, Wa, Us

· Placed in stretch role to supervise FHN and BHN pack in the middle of peak, standardizing both shiftsenforcing company policies and improving individual performance through coaching and team motivation· Trained and on boarded pack AM, emphasizing safety and best practices for direct rotation in batch sort process· Supervised FHN pack, currently a top performing shift where 53% of associates were not meeting performance expectations to exceeding labor planned rate by 10% YOY · Worked cross functionally with RME to design and implement a pack line accessory to reduce SLAM failures having a 13% WOW decrease in its first week with a projected cost savings of $65k. · Handled and escalated HR subjects that may occur on the shift due to limited HR coverage· Proficient in outbound problem solve suite to resolve customer shipment issues · Highly focused on batch sort quality to prevent product rework, mitigate indirect hour usage, and increased pack multis rate by 30%

Seattle, Wa, Us

· Kaizen leader for decant receive process focused on removing barriers to create better outcomes through data driven results. Cost savings of approximately $500k for the site.· Drove action items from Kaizen to completion by setting deadlines, communicating with corresponding teams and documenting progress for site leadership· Identified receive process waste with a cost savings of $60k currently being implemented for TPH gains.· Drove process changes in receive to help inbound achieve 29.5% YOY improvement and to have their best year at IND4· Earned trust of my associates by leveraging the peer engagement program, being a three peat winner and being the top manager for two months· Gained extensive knowledge of inbound problem solve tools to root cause and resolve issues regarding vendor defects, virtual physical mismatches, and product inventory · Presented receive GEMBA weekly with status updates of CI projects, associate barriers, process changes, and all other items that impacted receive· Created and launched process path tracker to address associate concerns regarding indirect and direct rotation· Planned and executed accurate pre-shift and shift plans according to forecasted volume

Seattle, Wa, Us

· Managed a team of 50+ associates, focused on process, quality and productivity through associate engagement· Ran a very strong 2017 peak with YOY TPH increase of 21% and an average indirect hour usage decrease of 20%.· Re-designed problem solve area focused on safety and virtual physical match locations for a 12% reduction in indirect hours · Learned OB dock processes, with emphasis on virtual physical match locations, scan compliance, and resource allocation according to sort code volume

West Lafayette, In, Us

• Created continuity guide for future office coordinators• Entered data in the project management system infowit• Organized and scheduled appointments for photographers using Outlook calendar• Handled email inquiries regarding photo and video requests with direction from area supervisor• Built long term relationships with Purdue administration and external clients for ongoing business success• Keyworded and captioned photographed images uploaded to Libris Photoshelter

• Managed all social media, handling postings and layouts/ designs• Designed promotional materials with Photoshop, Illustrator, and Indesign• Increased the organic following on Twitter with through analytics and product promotions• Led sales and marketing initiatives for Rocket Tees and Freckles Graphics services• Developed relationships with Purdue University student organizations and administration

Chicago, Il, Us

• Assisted with merchandising decisions, focused on product quality and design • Drove over $1 million profit in merchandise sales in its first season as the South Bend Cubs• Built and maintained the online team store, positioning the South Bend Cubs as the benchmark retail website in the Midwest League• Photographed, photoshopped, and posted over 300 product images to the online store along with original product descriptions • Managed the team store Pinterest page with up to date merchandise and team swag inspiration• Provided a novel customer service experience through customer engagement, up-selling products, and understanding the Chicago Cubs’ brand, resulting in 50% conversion rate in retail sales• Execute merchandising strategies using visual displays throughout the store, contributing to high product turn overRetail Staff Manager (South Bend Cubs | May 2015-Aug 2015)• Managed 10 Cubs Den employees ensuring customer service and up keep of the team store• Enforced organization policies and expectations improving employee accountability

West Lafayette, In, Us

• Researched retail operations of benchmark institutions within the BIG Ten conference• Engaged and built relationships with visiting retailers, merchandise vendors, and Licensees • Strategized ways to market and improve Purdue as a brand• Revised and improved Purdue’s licensing policy and brand guide

West Lafayette, In, Us

• Coach and critique the athlete • Manage practices when event coach is not present • Fulfill duties inquired by the event coach• Ensure athlete is practicing safe pole vault methods

Grand Rapids, Michigan, Us

• Explain to children how to pole vault and reinforced proper vault techniques through drills • Provide feedback to correct vault errors and ensure the safety of the child• Facilitate communications between other coaching staff and superiors

Master'S Degree, Recreation And Sport Management

Bachelor Of Science (B.S.), Movement And Sports Science