DAWNA MARSH

• Inventory management, Special Order Product Sales, Shipping and Receiving
• Produced monthly communication emails targeting local customers.
• Successfully utilized Sales Force and MS office to manage full cycle of B2B customer experience efficiently.

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• Managed store operations including opening/closing, training 3 POS associates, and monitoring cash limits while upholding excellent customer service
• Managed product movement within the store for online purchases; initiated contact with customers for product pick-up and developed an internal system for tracking products retrieved from the store
• Managed store inventory, forecasted requirements, received new product, and optimized sales through in-store displays; accountable for $2M inventory
• Implemented safety protocols to achieve compliance with accessibility laws and COVID-19 health requirements for customers and sales staff.

• Maintained a streamlined process for appointments and vehicle intake
• Monitored adherence to quality control standards for every project completion.
• Managed full cycle of customer experience throughout vehicle repair process.

• Executed detailed inventory assessment of recently-purchased marina product
• Provided additional support on site as required for various tasks.
• Provided customer support for docking and refueling of equipment.

• Contributed to employee development by training new point of sale associates, floor support associates, and a department manager.
• Monitored cash drawer limits, and ensured top quality customer service at all times
• Managed product movement within the store for online purchases; initiated contact with customers for product pick-up and developed an internal system for tracking products retrieved from the store
• Monitored store inventory, forecasted inventory requirements, received & inventoried new product, and created in-store displays that optimized sales; maintained accountability for $2M in store inventory
• Established safety standards for store vehicle maintenance and equipment service
• Implemented scheduling system for custom auto key making
• Developed internal protocols and standards that increased sales and productivity while reducing shrink in custom paint.

• Managed a remote team of 25 technicians providing round-the-clock cybersecurity call center support for clients while implementing training programs, creating client-compliant standard procedures, and performing end-to-end analysis for onboarding
• Conducted performance assessments, evaluated critical metrics, and communicated weekly updates to key stakeholders on team progress, identified risks, and performance issues.
• Managed change control and communicated project scope impact, identified issues, and proposed contingency plans to contracting agency for final approval before implementation
• Analyzed, diagnosed, designed, and revised people programs, policies, and practices which sustained positive employee relations.

• Collaborated with VP of Customer Support to enhance operations related to inventory, distribution, shipping, and warehousing.
• Analyzed procedures and filing systems for the legal department during process improvement.
• Enhanced customer satisfaction through implementation of Excel-based data tracking system, improving order tracking information
• Conducted employee relations training sessions that increased awareness of feedback programs, identified employee concerns, and enhanced organizational communication.