Summary
Overview
Work History
Skills
Timeline
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Elena Knox-Oliver

Long Beach,CA

Summary

Customer-oriented Store Manager with a background in retail operations and management experience spanning multiple industries. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Proven record of success in fostering an environment that promotes teamwork and exceptional customer service.

Overview

12
12
years of professional experience

Work History

Founding Team, Operations & Account Manager

Kopperfield
Remote
06.2023 - Current
  • Cultivated contractor relationships proactively, leading to a 500% growth in subscriber count within 5 months.
  • Acted as the primary point of contact between customers and internal teams when resolving disputes or complaints.
  • Developed and implemented procedures to streamline account operations and ensure compliance with company standards.
  • Implemented strategies to improve operational efficiency and reduce costs associated with account operations.
  • Analyzed customer accounts and identified potential areas of improvement in order to maximize efficiency.

Founding Team, Project Coordinator & Team Assistant

Kopperfield
Remote
01.2022 - 06.2023
  • Integrated customer insights into product development, driving enhancements based on user feedback and needs
  • Established customer service protocols and operational procedures, launching the D2C department with cohesive messaging and support practices
  • Managed customer operations through a 44% growth in direct customer requests in Q4 2022, overseeing the development of a B2B customer experience platform in 2023
  • Led cross-functional projects to enhance customer experience and operational efficiency across B2B and D2C segments.

Office Manager

Kettle Care Organics
Kalispell, MT
10.2019 - 12.2020
  • Managed client communication for B2B relationships, overseeing ordering, inventory, relationship building, and client satisfaction
  • Provided an engaging and welcoming customer shopping environment, contributing to customer satisfaction and product sales
  • Contributed to product development and manufacturing in the in-house lab, enhancing innovation and quality through seasonal formulations and local ingredient sourcing.

Vitamin/Body Care Assistant

Natural Grocers
Kalispell, MT
01.2017 - 10.2019
  • Provided exceptional customer service, maintaining high satisfaction levels and ensuring positive experiences daily
  • Supported inventory management by ordering stock, maintaining accurate levels, and optimizing displays to drive sales and reduce shrinkage
  • Trained and supervised department staff, enhancing productivity and efficiency in store operations, including merchandising, stock rotation, and handling cash and sales reporting.

Assistant Store Manager

Pet Food Express
San Francisco, CA
10.2012 - 12.2016
  • Provided impactful coaching to a team of 15 employees, fostering accountability and achieving company metrics while enhancing customer satisfaction
  • Directed daily operations to align with strategic goals, maintaining high performance and productivity standards
  • Integrated knowledge of pet community trends and brand messaging into team training and operational priorities, enhancing customer engagement and sales performance.

Skills

  • Customer Support and Issue Resolution
  • Cross-functional Collaboration
  • Retail Management & Employee Training
  • Strategic Planning
  • Adaptability
  • Problem Solving
  • Shift Scheduling
  • Performance monitoring
  • Recruitment and hiring
  • Quality Assurance
  • Visual Merchandising
  • Supplier Communication

Timeline

Founding Team, Operations & Account Manager

Kopperfield
06.2023 - Current

Founding Team, Project Coordinator & Team Assistant

Kopperfield
01.2022 - 06.2023

Office Manager

Kettle Care Organics
10.2019 - 12.2020

Vitamin/Body Care Assistant

Natural Grocers
01.2017 - 10.2019

Assistant Store Manager

Pet Food Express
10.2012 - 12.2016

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Elena Knox-Oliver