Customer Experience & Operations Manager

Tina Vincent

Pea Ridge, AR ***** 479-***-**** *************@*****.***

Professional Summary

Operations & Customer Experience Manager with 17+ years of leadership in customer service, sales administration, and cross-functional operations. Skilled at streamlining processes, managing vendor and retail partnerships, and implementing CRM/ERP solutions that enhance efficiency and customer satisfaction. Proven track record of leading teams, improving retention, and supporting large-scale B2B/B2C operations across retail, e-commerce, and marketplace platforms.

Core Skills

• Leadership & Operations: Team Management, Vendor Relations, Process Improvement, Change Management, Policy Development, Compliance Management

• Customer Experience: Customer Retention, Account Management, Conflict Resolution, Training & Development, Onboarding, Customer Compliance

• Technology & Systems: ERP (NOVA, DSS, Item360), CRM (HubSpot, Zendesk, Zoho, Dynamics), Retail Link, Brandwise, SaaS Platforms

• Data & Project Management: Data Analytics (Excel, Tableau, SQL, Access), Project Planning & Implementation, Monday.com, Trello, Basecamp, Slack

• Marketplace & Logistics: 3PL Management, EDI, B2B/B2C Sales Administration, Amazon/Walmart/eBay/Etsy/QVC Marketplace Management, Purchasing & A/R–A/P

Professional Experience

NOWDiagnostics, Inc. — Springdale, AR

Customer Experience Specialist Aug 2024 – Sep 2025

• Deliver high-quality service to customers and distributors, handling inquiries, complaints, and account management.

• Develop and implement strategies that improve customer satisfaction and retention.

• Partner with cross-functional teams to streamline service delivery and operations.

• Create executive-level reports and presentations highlighting customer satisfaction trends.

• Utilize CRM systems to log, track, and resolve inbound/outbound customer interactions.

• Manage orders, refunds, and exchanges, ensuring compliance with sales contracts and regulatory standards.

Kerusso Activewear — Northwest, AR

Manager, Customer Service & Sales Administration May 2007 – Jan 2024

• Directed operations across multiple business areas: B2B and B2C order entry, customer service, sales administration, purchasing, logistics, and marketing trade shows.

• Managed Walmart vendor relations for 12 years, including demand planning, item setup, replenishment orders, and Retail Link operations.

• Supervised 3PL partners, overseeing customer service, websites, product inventory, and logistics for 5+ years.

• Ensured data integrity within CRM and ERP systems, including maintenance of rep group databases.

• Implemented process improvements that enhanced efficiency, reduced costs, and improved service delivery.

• Hired, trained, and mentored staff, building strong teams with a focus on accountability and customer-first service.

Education

Bachelor of Science in Psychology

Liberty University – Lynchburg, VA 2014 – 2018

Certifications & Professional Development

• Certified Life Coach

• Basic Life Support (BLS), valid through 2026

• Driver’s License (Valid through 2029)

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