Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
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Amir Kirkland

Manager Of Operations
Stoughton,MA

Summary

Advanced Manager offering over three years of experience and proven success. Highly skilled in streamlining operations and improving qualifying metrics through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals.

Overview

3
3
years of post-secondary education
3
3
years of professional experience

Work History

Manager of Operations

LoveSac
Stamford, CT
09.2020 - Current
  • Oversaw Returns Department
  • Grew a team of seven within six months (1 manager, 6 coordinators)
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Devised, deployed and monitored processes to boost long-term business success and increase service levels
  • Partnered with Training Department to create streamlined processes, policies, and procedures for Customer Experience and Retail Teams
  • Lead Returns Team to drop outstanding returns from +$1MM to under $550k in three months bringing the company to ‘current status’
  • Lead training of 100+ Field team employees in the Customer Experience department to develop a strong cross-functional sales and service team
  • Worked closely with Sr. Manager of Customer Experience regarding business, call-center projects, and scheduling strategy
  • Designed an Erlang Model for the Call-Center and created a labor & scheduling strategy to effectively schedule the workforce to maximize efficiency and CSAT
  • Used data to effectively forecast incoming call center traffic and strategically plan the future needs for business success
  • Created files to provide daily service metrics for Customer Experience and Returns Teams
  • Prepared weekly service metrics data for 100+ customer experience agents
  • Prepared daily service metrics for customer experience department and service agents
  • Prepared daily service metrics for returns department and returns coordinators
  • Partnered with Sr. Manager of Customer Experience to implement a pilot program working with a third-party by designing a streamlined process and strategy to improve the returns process
  • Designed and created process flows, swim lane diagrams, and presentations to present to and provide to C-Level management
  • Exceeded all KPI goals

Customer Experience Supervisor

LoveSac
Stamford, CT
02.2018 - 09.2020
  • Corporate Customer Service
  • Management Position- Progressed to position within first eight months of employment
  • Grew a team of eight direct reports within the first year
  • The direct contact between 100+ Retail Showrooms and Corporate Headquarters with all customer service-related needs or issues.
  • Partnered directly with Regional Directors and District Managers to aid Showrooms in solving escalated customer issues regarding service.
  • Lead and trained all Customer Service Agent new hires from February 2019 to present
  • Quick-wins for Returns team – Collaborative Partner
  • Assisted Brand Development and increased Brand Outreach by creating marketing opportunities for the company, building relationships with Social Media Influencers, Professional Athletes, etc… and their representation translating into sales and social media views to our accounts
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Established performance and service goals and held associates accountable for individual performance.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Exceeded all KPI goals

Education

BBA - Business Management

Kutztown University Of Pennsylvania
Kutztown, PA
08.2014 - 05.2017

Skills

Strategic Planning

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Software

MS Word

MS Excel

MS Powerpoint

MS Teams

NetSuite

JIRA

Visio

PowerBI

Contivio

Forsee

Social Media Channels (Facebook, Twitter, Instagram, LinkedIn)

Willing to rapidly learn other success tools

Interests

Decorated Youth Basketball Coach - Coached players from grades 6-11, teaching the fundamentals and philosophies of the game With 2 Championship wins, 3 Championship Game appearances, and 2 Undefeated Seasons

Timeline

Manager of Operations

LoveSac
09.2020 - Current

Customer Experience Supervisor

LoveSac
02.2018 - 09.2020

BBA - Business Management

Kutztown University Of Pennsylvania
08.2014 - 05.2017

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Amir KirklandManager Of Operations