Kade Percy
Los Angeles,CA
Summary
Experienced Director of Operations with technical expertise and a strong grasp of customer support and compliance. Skilled in optimizing processes and driving growth across teams.
Overview
4
4
years of professional experience
Work History
Director, Seller Operations
Complex
09.2023 - Current
- Oversaw global seller operations such as onboarding, compliance, and support.
- Built and scaled onboarding processes, successfully onboarding hundreds of sellers with a 95% activation rate.
- Ensured compliance with KYB, Inform, DAC-7, as well as tax/duty regulations, enabling successful market expansion.
- Improved support workflows, achieving 85% CSAT and reducing response time by 60%.
- Oversaw the development of API integrations for enterprise-level partners, leveraging deep technical knowledge of processes and backend architecture.
Manager, Technical Operations
NTWRK
03.2022 - 09.2023
- Optimized operational efficiency across Engineering, Product, and Dev teams, boosting productivity.
- Led go-to-market execution for major feature rollouts, refining product strategy through user acceptance testing and data collection.
- Developed and maintained a seller knowledge base, reducing ticket volume.
- Streamlined cross-functional workflows to align Product, Engineering, and Operations on updates and goals.
- Pitched seller incentive programs to executives, that once implemented resulted in a 65% increase in brands onboarded.
Lead, Customer Service
NTWRK
11.2020 - 03.2022
- Oversaw global customer support, managing day-to-day execution of tasks and departmental performance.
- Monitored and maintained the health of the support desk, optimizing performance and ensuring timely resolution of customer inquiries.
- Collaborated with cross-functional teams to align support strategies with business objectives, improving overall service quality and customer satisfaction.
- Resolved over 200 tickets per week
Education
Bachelor of Science -
University of California, Berkeley
Berkeley, CASkills
- Strategic planning and execution
- Organizational development
- Project Management
- Leadership
- Product Operations
- Customer Service
- Duties and Tax Compliance
- GDPR, PII, Data compliance
Timeline
Director, Seller Operations
Complex
09.2023 - Current
Manager, Technical Operations
NTWRK
03.2022 - 09.2023
Lead, Customer Service
NTWRK
11.2020 - 03.2022
Bachelor of Science -
University of California, Berkeley
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