California State University-Long Beach

California State University, Long Beach

Institute for Integrative Nutrition

RYT200. Committed to curiosity, inspired by the human condition.

Costa Mesa, California, United States

Names & Faces

Head of User, Customer Success

Audited and assessed existing operations and processes in order to revise, update, and evolve an ecosystem of cross-departmental functions. Developed tools, systems and resources to serve as the foundation for the Design Services team in supporting and increasing the LTV our cumulative roster of over 600+ design professionals. Collaborated with Business Development team on process development and pairing professionals with newly qualified accounts. Teamed with Product department, managing projects for designer-facing releases to our platform. Ensured new design professionals are effectively onboarded onto our platform on a monthly basis, administered independent contractor education and operations, and supplied continual technical support to entire roster of design professionals. Managed the SF Bay Area’s roster of VIP design professionals and partnered with Business Development for our highest-value clients. Owned the relationship management the SF Bay Area's VIP design professional roster and provided elevated services such as portfolio development, business advancement, and advocacy for their needs within the organization.

Homepolish

Sr. Operations Manager, Design Services

Managed Operations Associate and oversaw all People Operations functions, including: organization of company hiring needs and managing of the recruiting process, new employee onboarding, payroll, 401(k) and benefits administration, planning and execution of weekly company all-hands meetings, management of company culture events budget, implementation of new culture initiatives and activities, and established in-office and virtual employee best practices.

People Operations

Built an applicant tracking system in the absence of a dedicated platform, created applicant vetting exercises, and established operational standards for hiring team. Vetted, hired and trained the Client Success team, resulting in a 50% promotion rate within their first year. Transitioned hiring process and standards into newly implemented corporate ATS. Developed and led both technical and soft-skills training programs on the nuances of account management for the platform, including: client pipeline management, client qualification, client and designer pairing, management of relationships with our client accounts, and facilitation of project progress. Collaborated across departments to create tools and resources for the management of our design professionals and their respective regions, streamline and automate manual processes, provide visibility, and help the front-line department continuously adapt to an evolving model.

Sr. Operations Manager, Client Success

As an ambassador of the brand, provided support, education, and personalized service to each B2C and B2B customer in the SF Bay Area. Managed B2C client pipeline, conducted client qualification calls to inform hand-selection of the best designer, monitored and managed project success and identified opportunities to increase LTV throughout the client lifecycle. Nurtured relationships with over 100 individual and corporate B2C accounts. Oversaw the performance of 60-75 B2B design professionals assigned to clients’ projects, identifying opportunities for coaching or elevated service levels to ensure the success and satisfaction with the Homepolish platform, ultimately resulting in project success and client satisfaction.

Client Success Associate

Managed maker, photographer, and partnership communications. Developed seasonal concepts and curated projects accordingly. Managed project development and launching timelines. Scheduled, managed, and styled photoshoots.

Darby Smart

Merchandising Associate

Pottery Barn

Assistant Buyer - Temp

Managed Training & Quality projects from conception to completion, including the development and execution of training programs, creation of quality criteria specific to department goals, and establishment of on-going development programs. Conceptualized, built and managed content for internal site used for team resources and communications.

Kabam

Training & Quality Senior Specialist

Established subject matter expertise of platform from both a developer and customer perspective, in order to support and train customers. Applied knowledge of JavaScript, Flash, and DNS to troubleshoot end-user issues. Served as front-line contact for customer issues, providing highest quality of user experience, and increased personal productivity levels by 15% during truncated tenure. Qualified personal testing and user interactions to analyze issues, patterns and trends in order to funnel feedback to executive and product teams. Supported community growth by contributing to blog and daily discussion boards: <a href="http://tiny.cc/fmuod">http://tiny.cc/fmuod</a>

Ning

Associate Community Advocate

- Researched and development for new social media website launch.•	Managed projects for local events, including:           o  PR and attendance for Shams Ensemble concert at Davies Hall Symphony, SF – 9/09.           o  Pre-production and on-site coordination for fashion show portion of the 1st Annual Taste of Fillmore street festival.•	Supported founder on both personal and administrative levels.

Tango Diva

PR & Production Assistant/Intern

- Established new customer relationships through enhanced and personalized customer service and maintained relationships with existing clientele. •	Analyzed sales and client base for more accurate and efficient buying. •	Improved web-based sales by maintaining website and developing new marketing stratagems and customer outreach.

Shopgirls by Lisa & Helen

Key Holder

- Provided administrative support and assisted President with calendar and personal affairs.•	Implemented system to better organize client files and gallery inventory. •	Planned and coordinated Grand Opening event for wholesale art gallery.

ART de Soul

Intern

- Collaborated with the visual team to support corporate directives through merchandising and displays.•	Received shipment and managed department inventory.•	Ran daily team meetings and managed resources for effective communication and follow through.•	Trained new hires on POS systems and company objectives.

Urban Outfitters

Senior Sales

- Provided enhanced customer service.•	Established program to increase product knowledge and sales tactics development.•	Supported visual team in developing store aesthetic and maintain an appealing sales floor.

Carrie Harmon