Dylan Kroy
Henderson
Summary
- 5 years total of sales, customer service, and team supervisor experience.
- 4 years vendor account & operations management experience.
- 2 years human resources experience.
- 1 year in the garment industry as a e-commerce sales account executive.
- 9 years total in the e-commerce home improvement & decor industry.
- 1 year project management experience as a part of HR.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
99designs
01.2022 - 01.2023
- Company Overview: 99designs (now a part of the VistaPrint company) was an online service that connected people in need of graphic design labor with qualified and experienced designers all over the world
- Website: https://99designs.com
- Leadership of Customer Service Reps
- This position was fully remote with constant check ins and meetings via Zoom and Slack
- Responsibilities included: Quality assurance/Auditing phone calls, Employee development, and training, Time card management, Take escalated cases, Perform corrective actions, Create personal development plans, On the fly problem solving, Performance reviews, Lead/attend meetings, take minutes, Provide feedback and suggestions on how to improve the customer experience
Sales Account Executive
FifthSun Apparel
04.2019 - 04.2020
- Exceed margin and net revenue quotas to meet for each customer account.
- Responsible for driving sales for over 100 unique commercial customer accounts
- The bulk of our sales were screen printed T-shirts, sweatshirts, and other garments
- My duties reached across three sectors of the business; Brick & mortar retail, dropship E-commerce accounts, and other independent designers/license holders that printed through us via contract
- I worked with licensors that included Disney (Pixar, Star Wars, Marvel etc), Viacom, Nintendo, Paramount studios, Sony studios, Warner Brothers studios, Hasbro, Namco/Bandai, and many more.
- Work very closely with our production warehouse to ensure ontime printing and shipment of quality prodcuts.
Cultivation, Procurement, and Sales
Potter Brothers Farm Management
01.2018 - 11.2018
- My main role was as a labor manager for a collection of organic greenhouses and small regenerative/closed-loop family farms
- Duties included the following: Travel to L.A., Eureka, San Francisco, and other locations to procure soil, amendments, equipment, plant starts from nurseries, and items related to our Integrated Pest-control Management (IPM) program
- Operating within the laws and regulations of Nevada County and California
- Organizing and leading labor crews to accomplish specific tasks or routine duties pertaining to our assigned farm
- Maintaining strict watering, feeding, and pest abatement schedules in a team environment as well as individually
- Providing updates and reports to off-site managers and owners in a timely and effective manner.
- Managing B2C sales at events which included running a sales booth and providing samples, reliably keeping a nightly sales count, and providing information about our farmer's focus on organic and regenerative practices
Human Resources Training Project Manager
Build.com Inc.
07.2016 - 11.2017
- This role meant being the face of the company to new and existing employees as well as managing projects
- Many projects had to do with departmental organization, paths to promotion, compensation plans, corrective action, and dealing with conflicts among individuals and whole departments
- Other projects included training tracks designed to shorten the time it took for employees to reach maximum efficiency and promote longevity
- Identify and assess training needs wherever they may exist in the company
- Design, construct, and deliver efficient, impactful trainings in whatever method best suites the situation
- On-board all types of new employees including sales reps all the way up to externally hired executives to the company
- Promote company culture and values in every interaction
- Training needs for positions that were part of the Operations Division were considered my responsibility
- This included, but is not limited to, training needs for the Data, Merchandising, and Vendor Account Management departments
- Manage and assist in projects that relate to employee education and enrichment
- Assist in the coordinating of events for a large and diverse workforce
- Assisting department heads in the career track planning for the positions they manage
- Assisting all levels of management in the assessment of the vertical mobility of their team members
Operations Helpdesk
Build.com
08.2015 - 07.2016
- In this role I was one of two people that were the go-to for any question regarding sales, operations, vendors, and logistics
- This included all sales & operations systems, processes and products
- Our intimate knowledge and communication skills allowed us to provide on-the-spot, ad hoc training for employees to help them be more efficient and autonomous
- Coaching all employees on how to perform independently regarding operations processes and do it in a way that left them motivated and empowered
- Recorded and communicated employee knowledge/ability gaps to supervisors and the HR training team for them to address in training programs
- Administrator level access to vendor systems allowing viewing and editing access for purchase order information
- Account gatekeeper for, and worked along with, logistics, operations, 3rd party warehouses, finance, sales, and inventory systems
- Acted as the go-to for any problem arising from an operations process or system company wide
- Access and authority to change product offerings on the website and on purchase orders in real time
- Fast track issues to our software development team for immediate resolution
- Provide product expertise, and even provide direct customer service when necessary
Vendor Account Manager (VAM)
Build.com
01.2013 - 12.2015
- Anything having to do with one of our suppliers fell under the VAM's (vendor account manager) responsibility
- The performance of all processes regarding a vendor is the responsibility of the VAM
- Dual role of operations account managers, and support for the sales/customer service teams
- Monitoring and assisting all departments in the processing/shipping of our purchase orders and returns
- On-board new vendors, communicate SLA's, monitor performance
- Manage the Purchase Order Console as well as EDI document exchanges with our vendors
- Act as advanced product and process experts for the sales team
- Audit vendors and shipping companies for credit memos and invoices
- Search for inefficiencies in every process to improve customer and sales rep experience as well as profit margin
- Created and monitored our suppliers shipping companies' metrics to ensure adherence to their contractual performance obligations
- Delivered disciplinary action for vendors/manufacturers due to under-performance, including suspension and termination
- Audit reports for positive and negative trends in processing and sales metrics, hold vendors accountable for their performance
- Regularly work with other depts such as User Experience, SoDev, Product Managers, Brand Management, Sales/Customer Service teams, and other departments to improve the purchasing experience for the customer and the sales reps
Sales Coach and Supervisor
Build.com
01.2010 - 12.2013
- Day to day supervision of 20-40 B2C phone sales reps, including our web-based chat-sales team
- Monitor and maintain morale, provide an understanding leadership figure for my team
- Managing sales performance using metrics such as monthly net revenue and profit margin
- Ensuring Sales Rep call quality; monitoring team member's call taking performance using metrics such as average call length, total calls taken, and others
- Auditing sales and customer service incoming calls answered by my team, delivering the results to the team member
- Tracking their results month over month and if needed, creating Performance improvement Plans that address their specific areas of improvement desired
- Supervise and approve timecards, vacation requests, employee promotions, and disciplinary actions
- Assist in designing new roles in a quickly growing department
- Develop sales reps to their max potential, the result being them being propelled to our top level due to their success
- Provide training in the following areas: Product knowledge, sales/customer service software systems, and phone sales/customer service skills
- Coaching sales reps through our many processes and systems, most of which were designed and engineered in-house
- Sales strategy and tactics training including 1 on 1 coaching at their desks, reverse shadowing during sales calls, as well as classroom trainings
- Reporting progress to their supervisors and setting sales reps on the path to promotion
Inside Sales Rep
Build.com
01.2009 - 12.2010
- Inbound sales and customer service duties
- Take inbound sales and customer service calls and written inquiries
- Master product knowledge for nearly every home improvement and decor category
- Lighting, Plumbing, Door hardware, HVAC, etc
- Maintain monthly sales net revenue and gross profit margin quotas
- My abilities, leadership, and instructional ability got me promoted after 1 year
Education
Bachelor of Arts - Business Marketing
California State University-Chico
Chico, CA11.2008
Skills
- E-commerce
- Customer service
- Sales
- Marketing
- Account Management
- Operations
- Human Resources
- Training & Development
Certification
Driver's License
Timeline
Customer Service Team Lead
99designs
01.2022 - 01.2023
Sales Account Executive
FifthSun Apparel
04.2019 - 04.2020
Cultivation, Procurement, and Sales
Potter Brothers Farm Management
01.2018 - 11.2018
Human Resources Training Project Manager
Build.com Inc.
07.2016 - 11.2017
Operations Helpdesk
Build.com
08.2015 - 07.2016
Vendor Account Manager (VAM)
Build.com
01.2013 - 12.2015
Sales Coach and Supervisor
Build.com
01.2010 - 12.2013
Inside Sales Rep
Build.com
01.2009 - 12.2010
Bachelor of Arts - Business Marketing
California State University-Chico
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