Director of E-Commerce

RACHEL SANDERS

Pompano Beach, FL *****

954-***-**** ********@***.***

Professional Summary

Dynamic and results-driven with extensive experience leading digital transformation and growth for top retail brands. Expertise in developing and executing e-commerce strategies that drive revenue, enhance customer engagement, and optimize cross-channel experiences. Skilled in P&L management, team leadership, and integrating omnichannel solutions, including 3P marketplace sales and fulfillment. Proven ability to leverage data-driven insights to improve conversion rates and deliver seamless customer experiences in a competitive digital landscape.

Skills

E-Commerce Strategy & Growth

Cross-Functional Team Leadership

Website Management & Optimization

Digital Advertising

Search Engine Optimization (SEO) & Local SEO

Email, SMS, & Loyalty Marketing

Marketplace Management (Amazon FBM & FBA, Walmart, eBay)

Pricing, Promotions, & Margin Optimization

E-Commerce Platforms (Shopify, Hubspot)

BOPIS (Buy Online, Pick Up In-Store) & Same-Day Delivery

Dropshipping & Direct-to-Consumer (DTC) Fulfillment

Customer Support Strategy & Operations

Omnichannel Customer Service (Live Chat, Phone, Email, 3P Messages, Social)

Returns & Refund Process Optimization

Loyalty & Retention Programs

Post-Purchase Engagement & Support

Work History

04/2023 to Current

07/2021 to 04/2023

Director of E-Commerce

CHAOS Rods, LLC – Pompano Beach, FL

Promoted from E-commerce Sales/Customer Service Manager Defined and executed the strategic vision for the company’s online sales and digital presence, driving revenue growth and enhancing customer engagement Full P&L Ownership Oversaw website development Optimized UX/UI Led digital marketing initiatives Implemented omnichannel strategies to elevate the customer experience and maximize conversion rates while ensuring profitability

E-Commerce Sales/Customer Service Manager

CHAOS Rods, LLC – Pompano Beach, FL

Service phone and online channels including direct website, Amazon, eBay, Walmart, and Google Supervises and assures online orders are processed timely and accurately Manages team to address and resolve customer issues, returns, exchanges and refunds Supplements sales and service capacity to assure customer service is prioritized Grow margin by maximizing revenue and minimizing expenses

09/2017 to 01/2021

E-Commerce Sales Director

Mercedes Benz of Pembroke Pines – Pembroke Pines, Florida

Promoted from E-Commerce Sales Associate Led my team to create an exceptional experience for customers Responsible to train, coach, develop and retain sales associates Drive a high-level of performance among the sales team to increase market share, achieve targeted unit sales and profit margins Manage the follow up of e-leads and assist as needed through the negotiation process Analyze to determine areas of opportunities and develop action plans to improve performance

11/2015 to 09/2017

E-Commerce Sales Associate

Mercedes Benz of Pembroke Pines – Pembroke Pines, Florida

Respond to internet and phone leads in a timely fashion while making sure to answer customer's questions thoroughly and efficiently guide them through the process Learn product knowledge and continuously improve with training Set and achieve sales goals Do proper needs analysis to fit product to customer's needs Provide exceptional customer service from first contact to after the sale with continuous follow-up

02/2015 to 09/2015

Customer Service Representative

JM Lexus Body Shop – Margate, Florida

Responsible to check-in vehicles to the Body Shop from the service drive Review and complete paperwork with customers Provide customers with updates and maintain constant communication Ensure vehicles are completed by the promised time Final quality check and delivery of vehicles after repairs

07/2013 to 02/2015

College Leadership Program

JM Lexus – Margate, Florida

Graduated from program February 2015 Rotated between every department including: Accounting, Sales Accessories, IT, Pre-Owned Sales, F&I, Pre-Owned Wholesale, New Car Sales, New Car Internet Sales, Service, Parts, New Car Inventory, HR, Marketing, and Body Shop Unique hands-on training within each department Gain knowledge and develop essential skills in leadership, presentation, communication, negotiation, ability to build rapport, and develop relationships Use my “fresh set of eyes” to suggest opportunities for improvements

08/2010 to 07/2013

Lead Teller

Wells Fargo Bank – Lighthouse Point, Florida

Head teller in charge of weekly vault verifications, sales goals and daily teller responsibilities

12/2006 to 08/2010

Shift Manager

Offerdahl's Café and Grill – Lighthouse Point, Florida

Responsible to open store, make sure customers were serviced promptly and store operated normally throughout the shift

Education

2012

BBA: Finance

Florida Atlantic University - Boca Raton, FL

Florida Bright Futures Scholarship, FAU's Martin Luther King Jr. Scholarship, FAU's National Society of Collegiate Scholars, FAU's President's List for Fall Semester 2009, FAU's Dean's List for Fall Semester 2009

2008

High School Diploma

Highlands Christian Academy - Deerfield Beach, FL

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