Resume

Worldpantry.com is a complete digital commerce technology and service solutions provider in e-commerce web and order management offering service and sales to B2C & B2B customers by connecting over 90 business partners (retail brand) through e-com platform with HQ in San Francisco, servicing consumers in United States.

 

• Oversaw all aspects of the customer service function for both Worldpantry ecommerce platform and Distribution Centers, spearheaded managers, supervisors and associates and effectively built a high-performance team

• Directed team of 30 cross-trained customer service professional supporting product sales, payment processing, fraud investigations

• Established and maintained SLAs that supported overall business strategic goals.

• Identified and developed measurable goals aligned to KPIs and created Power Bi dashboards to empower associates and leaders to achieve results.

• Served as the voice of customer support in cross-functional projects involving the online portal design, layout configuration and deployment of new business partners product

• Successfully implemented Christmas holiday sales for Hershey’s chocolates project resulting $1M revenue

• Generated additional $800k by modifying service model for new product line of “Paqui One Chip Challenge”

• Managed and re-defining whole sale team and business model to generate yearly revenue of over $400K.

• Collaborated with engineering team to migrate ERP environment from Circle to Salesforce commerce cloud

• Presented project status and weekly updates through performance and sales metrics including NPS scores.

• Worked closely with marketing team to ensure a top-quality end to end customer experience from first interaction through the complete ownership experience.

• Managed $5M annual IT budget spent on various department functional activities including annual compensation, hiring and optimizing support models by utilizing SaaS tools