Jeremey Berglund

• Prep/Launch/Remove all Campaigns between the 2 business lines
• Host Meetings with product and creative teams to ensure product launches are executed seamlessly
• Create new product pages when new items are brought to the shop
• Manage 3rd party Ecommerce team to assist with work done for the company
• Create all promo codes to enable campaigns/sales
• Build out/manage PLPs and Category pages to provide simple shopping experience for the customer
• Improve Search Optimizations + SEO when building products +PLPs
• Ownership over Blog posting to improve engagement + match with seasonality and sales
• Create all pages for monthly subscription boxes + Retail boxes

• Take ownership over attaining customer feedback through NPS platform Delighted + Ownership over promoting the business through review platform (TrustPilot)
• Experiment with new ways to increase response rates via NPS outreaches - have increased response rates by as much as 3-4%
• Increased the overall TrustPilot score for our 2 business lines from 4.5 to 4.6 & 4.6 to 4.8 Within a year
• Identify inventory issues and work with E-commerce team to ensure inventory is correct and reflected correctly on the site
• Train new hires on complex processes that are used on a daily basis
• Utilize data warehouse (Looker) to provide weekly reports highlighting fulfillment errors
• Analyze data trends within the department to locate common customer pain points and work to improve customer satisfaction
• Assisted customers with product selection, troubleshooting and problem resolution

• Resolved issues for over 20,000 customers over my tenure at Catch Co.
• Held a happiness rating of 84 during my tenure
• Averaged over 100 customers helped per day
• Collaborate with all other departments to resolve any other issues that directly affect customers
• Effectively resolved customer issues through multiple channels (SMS, Email, Phone, Live Chat)
• Create new processes to improve overall customer experience + team efficiency

Handle all customer complaints and make decisions when adversity arises

• Trained and mentored new and existing staff to achieve best practices.
• Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
• Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.