Customer Service Sales
Resume:
Kylen Berkeley
**** *** ********* ***., **** Beach, CA 90806
******@*****.***
EXPERIENCE:
Adiamor.com, Los Angeles, CA
Director of eCommerce Operations, Customer Service and Sales 2010 -
Current
. Contributed to company success in leading E-Commerce, Customer
Service, On-line Product Fulfillment, Product Production, Marketing
and Sales teams to expand e-commerce business and customer
satisfaction.
. Developed strong coalitions and established a collaborative, united
network across internal Functional Departments.
. Expeditiously increased e-commerce sales while maintaining brand
integrity and fan loyalty.
. Directed all online communications/marketing including; SEO/PPC,
online advertising campaigns, promotions, online affiliations, social
networking development, email and news.
. Led all aspects of product merchandizing and product planning for e-
commerce website.
. Implemented and managed the Social Marketing strategies as it related
to new product sales and ongoing fan base maintenance.
. Responsible for all aspects of reporting including revenue, product
performance, web traffic and trend analysis for online store.
. Directly managed customer service team in all aspects.
. Planned, documented, and drove completion of quarterly projects
through full project management lifecycle.
. Monitored daily website activity and ensured timely, complete world
class customer service.
. Negotiated new and ongoing contracts and pricing with vendors
providing both products and services to the company.
. Conceptualized quarterly goals based upon business needs and spearhead
their timely completion.
. Recognized for development and execution of the successful e-commerce
operations.
SKECHERS USA, Manhattan Beach, CA
eCommerce Customer Service and Operations Manager 2009 - 2010
. Increased eCommerce sales 143% in Q1 2010 over Q1 2009
. Brought online chat conversion sales in Q2 2010 to a 23% average
. Managed and upgraded look and function of global store locator
incorporating twenty thousand store listings.
. Supported Customer Service by creating and implementing training
programs and managing implementation
. Project managed and defined company initiatives working with both
internal departments and external corporations thorough completion
. Defined and executed vendor contracts
. Monitored and tested our website continuously to find errors in both
copy and function.
. Crisis resolved large service level issues in the Customer Service
department
. Reduced inbound contacts to the Customer Service department through
creation and implementation of improved customer communications
. Reformatted and released our printed return form resulting in improved
customer satisfaction and reduction in call center and email contacts
regarding form use.
CANARI NOIR.com, Los Angeles, CA
Director of eCommerce Operations, Customer Service and Sales 2010 -
Lost VC Funding
. Create and deploy a forward thinking Operations department from the
ground up for a new flash sale fashion website.
. Source and implement all internal programs and tools for inventory
management and customer facing interaction.
. Create and document all department policies and procedures, training
programs, and labor forecasting
. Work with vendors for quoting, ordering, and delivery of IT Services,
Server and PC hardware, contractor services, and all equipment needed
to warehouse inventory.
. Work to effectively manage hard deadline deliverable dates and achieve
measurable results.
COOKING.com/StarbucksStore.com/FoodNetworkStore.com, Marina Del Rey, CA
Manager of eCommerce Customer Service 2002 - 2009 (7 years)
. Managed and help run the following eCommerce sites
o StarbucksStore.com
o FoodNetworkStore.com
o RachaelRayStore.com
o Cooking.com
o MarioBataliStore.com
o KraftStore.com
o PillsburyStore.com
o BettyCrockerStore.com
o KitchenETC.com
. Managed our sales efforts through our partnered sales sites
o Amazon.com seller central
o Shop.com
. Managed sales & customer service call center of up to 80 employees
o Interviewing, Hiring, Scheduling, and Termination of Employees
o Hands on training of all new hires and on-going training
. Liaison between Customer Service and all other departments
o Communicated CS needs to other departments and created solutions
. Created and ran our Merchandising Product Content Group
o Research, creation, and modification of new SKU's
o Used both customer and corporate feedback to design and fill
online product pages
o Ran project to successfully create a new company product
database addressing our growing business needs and also
improvements based on consumer feedback
. Used customer and talent feedback to improve eCommerce sites and sales
o Creation of Cooking.com's "Forum" section
o Creation of Cooking.com's "Customer Product Review"
functionality
. Spearheaded and proposed company projects including other departments
o StarbucksStroe.com auto-reorder program
o Brand wide site viewable customer product ratings and feedback
o Modification of internal utilities i.e. our order credit utility
o Launch of our Forum tab to boost sales and create community
o Improved checkout procedure to maximize sales
o Auto addressed verification to reduce undeliverable orders from
6% to <2%
. Created, documented, and implemented employee training paths
o Created employee handbook for all levels new hire through
management
. Maintained functionality of all call center applications and programs
with IT
o Was the go to person upon crisis and program failure
o Worked with other departments to quickly resolve hardware and
software issues
. Sustained corporate profitability and employee performance
. Managed business in times of crisis
. Oversaw company order fraud filters and screening processes
o Founding member of the FBI's R.A.O.L.F. group
. Retailers Against Online Fraud
. An email group managed by the FBI to track and stop online
fraud
. Over 500 current corporate members
. Documented and dispersed company sweepstakes prizes with Marketing
PROFESSIONAL SKILLS:
. Certified eGain IT Professional
. Crisis & deadline management
. Highly self-motivated & Multitask orientated
. Excellent communication & organizational skills
. Experienced Team Member
. Highly respected by Management & Peers
. Adept at developing creative solutions
. Literate in MS Office, Windows and various PC based Software &
Hardware
Education:
. 2009 - 2011 University of Phoenix - BA Business Management
. 2008 - 2009 University of West Los Angeles School of Law
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