Senior Director Customer Service

STELLA GALVAN

******.******@*******.*** 562-***-**** Ontario, CA 91764

Summary

Highly skilled Senior Director of Operations with a proven track record in strategic planning, financial oversight, and team leadership. Known for implementing operational improvements that increase productivity and reduce costs. Strong decision-making abilities, exceptional interpersonal skills, and a focus on delivering optimal customer service. Significant impact in previous roles through improved process efficiencies and enhanced team performance.

Experience

Pacifica Beauty, LLC Carpinteria, CA

Senior Director of Operations

02/2020 - 06/2024

Enhanced customer satisfaction.

Executed effective wholesale planning by taking charge of distribution networks, inventory control, and stock policy.

Coordinated and executed transportation services for all types of shipments, including inbound/outbound, domestic or international, and small parcel packages.

Enhanced DTC and B2B operations.

Streamlined customer onboarding process.

Implemented effective quality control measures and optimized inventory management techniques.

Facilitated successful contract negotiations.

Successfully optimized Customer KPIs by meeting all specified Vendor Requirements.

Streamlined processes for tracking and managing the delivery of raw materials and finished goods.

Supported production schedules with accuracy in the ERP system.

Developed and managed RFP process for warehousing services.

Analyzed operational processes, identifying areas for improvement to maximize efficiency and cost savings.

Skylar Body Playa Del Rey, CA

Director of Operations

03/2019 - 02/2020

Managed 3PL operations and optimized performance management.

Optimized DTC and B2B operations.

Implemented EDI customer onboarding process.

Managed transportation for inbound/outbound operations including domestic, international, and small parcel shipments.

Implemented streamlined processes for purchase order management.

Exceeded customer KPIs and ensured adherence to vendor standards.

Organized inbound/outbound shipments of raw materials and finished goods.

Efficiently contributed towards meeting production deadlines.

Enhanced customer satisfaction.

Fisher and Paykel

Sales Execution Manager

01/2017 - 03/2019

Developed a revenue recognition program to maximize sales.

Utilized on-hand inventory from 6 fulfillment centers to increase fill rate by 50%.

Increased on time/in full performance by 25% through regional customer remapping.

Maintained oversight of pricing practices to uphold UMRP policy.

Accountable for the day-to-day operations and progression of builder, retail, EDI, and fulfillment teams.

Managed transit performance for international ocean and air freight shipments.

Worked closely with our Global Management team to lead process improvement initiatives.

Exceptional customer service and retention.

The Honest Company Playa Del Rey, CA

Operations Manager

05/2013 - 01/2017

Order management of Wholesale division including all top retailer accounts and distributors with monthly volume of $10M+ in purchase orders with year over year increase of 30% in annual sales.

Disseminate written policies and procedures related to compliance requirements for all retailers.

Provide leadership and customer-specific guidelines internally and warehouse teams to ensure flawless execution.

Refute chargebacks and file claims with a 90% recovery rate.

Provide relevant and satisfying experiences that strengthen business relationships with customers.

Report accurate sales data weekly, monthly, and quarterly to the head of operations, sales, and finance team.

Managed policy roadmaps, metrics, and measurements to track progress compared to operational efficiencies and sales productivity.

Activision Blizzard Santa Monica, CA

Senior Client Services Advocate

05/2007 - 05/2013

Managed and oversaw North American retailer accounts as well as international sales channels for console video games, generating annual revenues of $3B+.

Achieved exceptional results by efficiently managing order accuracy, processing, and surpassing customer metrics.

Coordinated with customers, warehouses, and operations to ensure prompt delivery of highly anticipated new release titles, such as Call of Duty: Black Ops, reaching over 16K locations.

Provided continuous operational support to sales and planning personnel in regional and corporate offices, collaborating on special projects and programs.

Coordinated with AR to verify invoicing accuracy and resolve customer disputes promptly.

Consistently achieved peak KPI metrics through implementation of customer-vendor compliance programs.

Skills

Microsoft

Excel

PowerPoint

JDE

NetSuite

Shopify

EDI

World Class Customer Service

Excellent Communication Skills

Highly Organized

Team Leadership

Contract Negotiation

Cost Savings

Operational Excellence

Logistics Management

Process Improvement

Strategic Planning and Execution

Relationship Building

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