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Work Background
Planet DeposSenior Operations Specialist
Jun. 2023One of two senior specialists on an 11-person distributed team effectively collaborating via Microsoft Teams, Front, and Zoom. Subject matter experts and ad hoc trainers fostering independent problem-solving while reviewing draft correspondence and consulting on edge cases. Triage client requests during 2nd/3rd shifts and weekend hours. Analyzes protocol updates from all other departments and distills relevant information for our team. Outlines changes in weekly email and recaps during monthly Ops meeting. Collaborates with Ops manager to create and update internal learning materials: quick-reference flowcharts, use cases, and e-mail templates designed to automate our tasks and minimize response times. Recognized by sales team and other department managers for ability to anticipate client needs with customized solutions for intermediate to advanced inquiries: preemptively researches options and addresses additional considerations.
Planet DeposOperations Specialist
Jan. 2020 - Jun. 2023RemoteSkeleton crew cross-trained in 5 additional departments, including Tech Support and Client Services: Monitored shared inboxes and multi-line phone system while empowered to provide prompt and thorough responses to after-hours inquiries, meeting or exceeding SLAs and managing client expectations, alongside previous production specialist duties.
Relieved 6 calendar managers from an evening and weekend on-call rotation by coordinating resources for last-minute scheduling requests.
Supported case managers in processing transcripts with immediate delivery turnaround to top clients. Q4 core value contest winner: Involved in the most 'Make It Happen' moments for clients, resources, and co-workers, December 2021.
Planet DeposProduction Specialist
Jul. 2018 - Dec. 2019Rockville, Maryland, United StatesDeployed a new-to-me tech stack of half a dozen programs, including proprietary SaaS CRM, to finalize, convert, and distribute product deliverables (electronic and hardbound transcripts, rough drafts, OCR exhibits, video, ediscovery/load files, errata sheets) in requested formats and in accordance with federal, state, and local guidelines. Handled high-profile litigation matters and confidential materials with discretion and meticulous user management in a fast-paced, deadline-driven environment. Created new user accounts, resolved log-in errors and authorized password resets to a secure online repository.
The Vintage Adoption AgencyFounder
Jan. 2012 - Dec. 2022Silver Spring, MarylandRealized a long-term goal for a secondhand clothing venture: monetized ability to find 'interesting old things' and connect them with new owners. Made data-driven decisions in strategic planning, refocused to online sales and grew transactions 20x with self-taught SEO-optimization.
Consistently earned 5-star feedback ratings.
Mentored newer resellers in optimizing their business.
The Vintage Adoption AgencyBuyer
Jan. 2012 - Dec. 2022Reviewed sales reporting and planned buys around key themes for upcoming collections, trend research, category sell-through, and special requests. Sourced and appraised one of a kind inventory (mostly womenswear and accessories from 1920s-1990s) through careful visual inspection. Identified provenance and authenticity with experience, online and offline research, in consultation with collectors, and details from owners, when available.
The Vintage Adoption AgencyE-commerce | Merchandising
Jan. 2012 - Dec. 2022Motivated repeat buyers and referral business with a best-in-class online return policy, negotiated discounts for wholesale accounts, and designed a loyalty program engaging 3 distinct market segments. Early adoption of various resale platforms and assessed merchandise alignment to each audience. Prompt and personalized interactions: responded to inquiries 24/7 and processed transactions within 48 hours using sustainable packaging and customized messaging. Monitored shipments and proactively followed up with carrier services and/or customs offices to communicate status updates around delays. Completed fit specs and wrote meticulous product descriptions. Styled and photographed all product for web and social media content. Visually communicated value and versatility with suggestive selling.
The Vintage Adoption AgencyCommunity Engagement
Jan. 2012 - Dec. 2022Networked with local dealers to cross-promote, co-host events and subsidize costs. Interacted with customers and closed sales via offline channels. Set-up and breakdown of merchndise and displays at pop-up shops, bazaars, flea market booths, and private events in the DMV area. Leveraged expertise of the resale marketplace in mentoring several women to profitable side hustles with viable growth potential. Provided ongoing support, feedback, and guidance to newer sellers in ecommerce. Consignment services, market-value estimates, and assistance with estate-downsizing on a case-by-case basis. One of five local Etsy sellers with product featured in the Washington CityPaper's weekly shopping guide, April 24, 2015. Appeared in both print and online editions.
MadewellVisual Associate
Sep. 2011 - Mar. 2024Bethesda, Maryland, United StatesMost recently, contributed merchandising expertise to oversee bimonthly floorsets and window installations in partnership with the visual manager; translated planograms and general brand directives to specific store layout, product availability, and current promotions. Built displays, organized props, maintained tools and supplies.
MadewellSupport Associate
Sep. 2011 - Mar. 2024Bethesda, Maryland, United StatesImplemented an inventory workflow for evergreen knits that reduced daily replenishment and retrieval times by half and emerged as the back-of-house point person for shipment processing. Scored 100% accuracy with omnichannel order management software and was the designated resource for online fulfillment during holiday/high-volume promotions. Simplified the pick and pack process and asked to share best practices with co-workers.
MadewellSales Associate
Sep. 2011 - Mar. 2024Bethesda, Maryland, United StatesAppointed in-house expert of top-selling category: attended seasonal conference calls with design and merchandising teams and presented highlights during all-store training sessions. Crafted an interactive resource for denim-related sales metrics, product launches, and fabrication info in the backroom. Ranked among top performers (per KPIs) during selling shifts: Built sales with extensive product knowledge Ability to actively listen and make relevant suggestions
Leveraged available technology to share online exclusives and facilitate special orders
Partnered with co-workers to showcase product versatility with different body types and styling MVP Award, Dec 2017: Held highest UPT company-wide during a holiday sales sprint
The Arc Montgomery CountyKeyholder
Feb. 2009 - Sep. 2011Wheaton, MarylandOperations: One of two employees (myself and store manager) dedicated to daily processes at this chapter's inaugural thrift store. Directed a diverse group of volunteers in prioritizing tasks and coordinated with the on-site job coach to align participant training and merchandise workflows. Grew our mailing list with personalized service: created a database-like wishlist and notified customers when inventory available. Brainstormed a marketing campaign to solicit high-value donations and designed all collateral materials with input from manager and feedback from customers.
Radford UniversityComputer Lab Proctor
Aug. 2007 - May. 2008Radford, VirginiaTech Support: Combined technical proficiency and innate helpfulness to supervise computer usage in a campus setting.
Meeps and Aunt Neensie's Vintage FashionetteExecutive Assistant
Jun. 2007 - Aug. 2007Washington, District of Columbia, United StatesSales and Merchandising: Successfully pitched internship position to owners and quickly earned keyholder responsibilities. Proactive in finding opportunities to positively impact sales: analyzed transactions, engaged customers, and identified trends. Increased foot traffic with novelty window installations and compelling styling.
Montgomery County Public SchoolsOffice Assistant
Jan. 2004 - Dec. 2007Rockville, MarylandRecords management: Overhauled filing system for 1,000+ summer school registration forms from 40 middle schools at the largest school district in the state. Persuaded, and then proved, this would result in exponentially faster document retrieval and processing times. Training: Onboarded users to student enrollment database; emphasized best practices and data security. Created a widely-adopted checklist that made it easy to self-audit errors.
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