Denise McLeod

Customer and Technical Support Specialist, Administrative Operations, Operations Coordinator, Project Management

Overview: Managed diverse roles simultaneously, ensuring seamless operations across customer support, administrative operations, IT support, training, inventory management, and e-commerce. Demonstrated flexibility, efficiency, and strong multitasking skills in a dynamic environment.

• Delivered exceptional front-facing customer support via phone, email, chat, and social media, ensuring a welcoming and supportive experience for all customers
• Provided accurate and timely information about products, services, and events, and facilitated private tasting appointments through Acuity Scheduling, ensuring customers felt valued and well-informed throughout their interactions
• Orchestrated seamless cross-platform integration of MacOS into the existing PC environment, installing virtual machines for PC-only software compatibility, and providing ongoing user support
• Managed all company mobile devices, including laptops, iPads and mobile phones, ensuring optimal functionality and security across the organization's mobile infrastructure
• Created and maintained comprehensive documentation, including user guides, troubleshooting guides, and FAQs, to simplify complex information and enhance user understanding
• Effectively logged and tracked technical support requests in a ticketing system, prioritizing and escalating issues as needed
• Addressed diverse customer concerns such as ordering problems, website access difficulties, credit card transaction errors, and customer feedback or complaints with a solution-oriented approach
• Managed workstation setups, network configurations, and firewall management with a user centric approach, ensuring smooth operations and optimal user experiences
• Provided support for software applications, POS systems, and hardware devices, fostering success for both internal teams and external clients.

• Collaborated with senior management to develop and execute customized retail sales training programs, emphasizing customer satisfaction, sales associate proficiency, and successful onboarding in new technology
• Created training SOPs and materials for group and individual sessions
• Supported daily administrative operations including data collection, revenue reporting, procurement, and document handling
• Prepared and delivered detailed reports on financial, shipping, sales, and inventory metrics for senior management.

• Proactively addressed supply chain challenges, including vendor onboarding, negotiation, and issue resolution, assuring supplies were ready as needed
• Coordinated comprehensive product ordering for the retail store, weekly event supplies, food and beverage orders, and facility supplies to meet operational needs, incorporating logistics skills applicable to travel planning
• Effectively managed direct to consumer shipping, receiving, and inventory control operations to ensure seamless customer support interactions
• Collaborated closely with warehouse and retail teams to optimize resource utilization, manage ordering deadlines, and efficiently schedule staff
• Managed e-commerce servers to optimize inventory levels and maintain accuracy, implementing strategies for real-time monitoring.

Implementation of NCR Counterpoint SaaS and Square POS SaaS:

• Implementation of NCR Counterpoint SaaS and Square POS SaaS:
• Spearheaded the installation, configuration, and user proficiency of NCR Counterpoint and Square POS SaaS systems.
• Developed comprehensive training materials for staff and conducted ongoing training sessions.
• Provided continuous user and customer support, establishing expertise as the subject matter expert.
• Resulted in a 15-20% increase in sales at weekly events through enhanced transaction efficiency and customer experience.
• E-commerce Platform Overhaul:
• Initiated and led the overhaul of the e-commerce platform, reduced shipment processing time from 5-10 days to 24-48 hours.
• Resolved roadblocks to timely completion, including updated shipping software and collaborating with UPS, demonstrating strong B2B coordination skills.
• Developed Standard Operating Procedures (SOPs) for alcohol shipping, including platform training on shipping protocols to ensure regulatory compliance.
• Created and conducted staff training sessions to facilitate seamless implementation of new processes.
• Non-Wine Retail Items Update:
• Identified and addressed gaps in the product line, researched new product lines, and successfully pitched the initiative to the COO, leading to a 12% boost in non-wine sales.
• Coordinated the seamless integration of new products into inventory systems.
• Supply Chain Optimization
• Led comprehensive supply chain analysis by compiling three years of supply costs, incorporating inflation factors.
• Researched and benchmarked costs for in-house inventory management and ordering versus external vendor services, showcasing strong B2B evaluation skills.
• Negotiated favorable terms with new vendors to optimize cost-efficiency and product quality, resulting in a 25% reduction in supply expenses, demonstrating effective B2B negotiation skills.