Catherine Faris, MBA

Pasadena, CA ***** 310-***-****

Linkedin.com/iamcfaris aduncv@r.postjobfree.com

Senior Operations Leader

Operations Management Consumer Experience Supply Chain Management Top level leader with expertise in all aspects of business operations, exceptional customer experience practices, and supply chain management for global brands and start-up companies alike. Experienced in cross-functional collaboration with teams across organizations to maximize customer retention, optimize business goals, and reduce costs. Expert in streamlining processes and procedures, designing, and implementing controls and tactics, and ensuring accuracy across multiple lines of business. Instrumental in developing metrics, roadmaps and KPIs and a champion of transparency in both teamwork and customer relations. Technical proficiency in MS Office, Mac OS, SAP, OMS, WMS, Azure, Jira, Magento, NetSuite, Shopify, Miro, Aha, Kustomer and Zendesk.

§ Business Operations

§ Inventory Controls

§ Customer Experience

§ Supply Chain

§ Demand Planning & Analysis

§ Roadmaps and KPIs

§ Vendor Partnerships

§ Order Management

§ Product Management

§ Shipping & Logistics Accuracy

§ Budgets & Forecasts

§ Team Development & Leadership

PROFESSIONAL EXPERIENCE

Nike, Pasadena, CA 6/2022 to present

Director, Digital Supply Chain – Consumer Experience

§ Responsible for obsessing the E2E post-purchase fulfillment journey

§ Competing in the marketplace where it matters most on the experiences and services consumers demand

§ Lead with consumer insights and engage with advanced analytics to root cause and uncover key opportunities within the fulfillment space

§ Developed business requirements for metrics and initiatives with business partners as a cross functional collaborative team focused on support both digital, retail and wholesale strategies

§ Created and maintained detailed project plans, (scope, resources, timeline, quality and risk) to deliver effective initiatives throughout organization

MeUndies, Los Angeles, CA 2/2021 to 6/2022

Sr. Director of Fulfillment Operations

§ Updated all inbound SOPs based on necessary workflow changes leading to a decrease in cost per order of 12%

§ Provided guidance to 3PL to allow for donations of slightly “damaged” goods to charities, instead of destroying and ending up in a landfill. This saved the company 25% of what would have been spent to bring back stateside and destroy.

§ Drove 3PL to continue to achieve SLAs during high volume peak sales and promos pushing to hit 99.5% month over month

§ Worked cross-functionally with customer experience to team to engage and sign new returns portal partner which would allow for reduction in labor costs as well as identifying additional reporting opportunities

§ Spatial planning to allow for additional space creation for active and replenishment locations to allow for gains during the holiday season and beyond

§ Negotiated and planned for Wholesale expansion with our 3PL partner

§ Reduced Logistics spend and use of air freight throughout through 2H 2021 and 2022 ANINE BING, Los Angeles, CA 1/2020 to 2/2021

Senior Director of Operations

§ Negotiated and signed new outsourcing partner for customer service that will lead to increased customer satisfaction for holiday, Q4 2020.

§ Provided additional returns reporting and analysis that would allow Buying and Planning, Production and Ecommerce increased visibility to returns and return reasons.

§ Drove 3PL to continue to achieve SLAs during high volume peak sales and promos Catherine Faris, MBA

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§ Integrated and implemented new EDI Platform for wholesale that would allow for additional doors to be opened, leading to increased revenue

§ Lead cross functional operations team for Wholesale, Retail and Ecommerce channels that resulted in improved communication with all channel leads and ability to fulfill orders based on internal SLA’s Vegamour.com, Los Angeles, CA 4/2019 to 1/2020

Director of Operations

§ Lead cross-functional team to consistently improve customer experience online, refine key conversion touchpoints, and maintain upwards of 100K monthly page views.

§ Streamlined inventory, supply chain, and logistics processes and procedures, ensuring flawless shipping of over 5,000 monthly units.

§ Catalyze best practices for new product launches, implement shipping and delivery accuracy guidelines and maintain organizational transparency.

§ Provided updated demand planning as company continued to scale for all components and secondary products. The Baby Box Company Fame and Partners GOAT, Los Angeles, CA 2/2017 to 4/2019 Director of Operations/Customer Experience

§ Executed six -month roadmap and customer retention strategies to improve customer satisfaction of 2.2m subscribers, increase revenue and decrease operational inefficiencies.

§ Hired and trained customer service and fraud teams on case management tools, best practices policies and procedures, triggering a reduction in fraudulent order acceptance and increased customer satisfaction scores.

§ Launched company-wide initiatives to reduce supply chain costs, streamline workflows and create a more efficient organization.

§ Created go-to-market strategies for multiple lines of business, implemented order management systems, and implemented new returns process to decrease costs by 30%.

§ Negotiated new shipping contracts, resulting in a $120K annual savings.

§ Reduced fulfillment costs with Third Party Logistics (3PL) partners by 10%.

§ Increased Net Promoted score by 60% Year over Year. Farfetch.com, Los Angeles, CA 4/2015 to 2/2017

US Customer Service and Operations Manager

§ Promoted through roles of increased scope and accountability, advancing from Customer Operations Manager to US Customer Service and Operations Manager.

§ Exceeded customer service and retention goals, maximized growth from six to 67 team members, and successfully processed over 7,500 daily orders.

§ Designed and implemented four- week customer service associate boot camp, resulting in better trained and prepared team members, and a decreased attrition rate from 35% to 3%.

§ Built in-house quality assurance team to perform on-going training and encourage consistent customer satisfaction growth rates, metrics and KPIs.

§ Created outbound script to detect order fraud, triggering a reduction in US fraudulent orders by 5%. VIoletGrey.com Coca-Cola Refreshments Warner Bros., Los Angeles, CA 12/2012 to 4/2015 Manager, Supply Chain and Inventory Control

§ Directed, mentored, and provided guidance to 100+ employees to align customer service goals with corporate vision.

§ Managed all supply chain and logistical operations, implemented processes to reduce costs and created new workflows. Catherine Faris, MBA

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§ Led vendor negotiations, securing decreases in shipping and increases in on-time delivery counts.

§ Spearheaded emergency relocation of fulfilment center and led cross-functional team to reduce customer downtime.

§ Analyzed metrics, implemented inventory controls, resulting in a decrease of chargeback rates and more accurate fulfilment counts.

Elyse Walker Louis Vuitton North America, Pacific Palisades, CA and New York, NY 3/2010 to 8/2012 Director of Operations / Inventory Control Manager

§ Oversaw business and inventory operations, including accounting, inventory management, profit & loss statements, and budget preparation.

§ Developed roadmaps, KPIS and metrics to manage inventory and maximize sales.

§ Directed cross-national warehouse teams and collaborated with facility supervisors to ensure proper implementation and execution of controls.

§ Spearheaded e-commerce transitions and managed online business operations. American Apparel, Los Angeles, CA 4/2007 to 3 /2010 Inventory Control and Operations Manager – Retail Division

§ Managed inventory for 300+ stores globally.

§ Aligned global controls and processes through delivery of inventory, audit and procedures manual.

§ Managed over 20K SKUs.

§ Recruited, trained and hired 20-person Adjustment and Field Inventory Team to optimize inventory controls and integrity

EDUCATION & CREDENTIALS

Master of Business Administration, California State University – Dominguez Hills Bachelor of Science in Merchandising and Business, University of North Texas, Denton Computer Science, Arizona State University – Expected 2025

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