Kaitlyn Amick
Philadelphia,USA
Summary
- Led cross-functional teams for over 10 years, driving operational improvements that resulted in savings of $100K while sustaining multimillion-dollar revenue.
- Implemented customer-first strategies that enhanced service ratings and minimized errors through process standardization.
- Managed enterprise partnerships and facilitated merger integrations, prioritizing high-quality service and relationship-driven sales. Leveraged project management and data analysis to optimize processes and enhance efficiency across various organizations.
- A people person who understands how to motivate a team through servant leadership, individualized attention, and an understanding of diverse backgrounds and personalities.
Overview
2026
2026
years of professional experience
Work History
SENIOR DIRECTOR OF OPERATIONS & CUSTOMER SERVICE
Elixinol Wellness
10.2022 - Current
- Managed US operations as the sole employee, cutting manufacturing costs and sustaining $1.5M revenue while upholding superior customer service, experience, and success.
- Led supply chain, procurement, operations, and new product development for the U.S. business, collaborating with international teams to optimize performance.
- Managed the overseas (Philippines) customer service team, facilitated training, created flows, scripts, and monitored progress and responses.
- Established metrics and monitored progress against key performance indicators.
- Led initiatives for compliance with industry regulations and quality standards.
- Reduced the cost of goods by 50% across product line.
- Championed cross-functional coordination to execute business strategies and projects, ensuring risk mitigation and streamlined rollouts.
- Implemented process improvements to eliminate redundancies, and reduce errors, boosting operational efficiency and profitability.
- Conducted quarterly business reviews to assess account performance.
- Developed comprehensive contingency plans for responding quickly when unexpected disruptions occur.
SENIOR DIRECTOR OF OPERATIONS - ENTERPRISE LEVEL
HempFusion,Sagely Naturals, Probulin & apothecanna
02.2022 - 08.2022
- Advanced to the enterprise team following a strategic acquisition, strengthening high-value partner relationships.
- Facilitated merger of logistics, systems, and customer service protocols, preserving product legacy and service excellence.
- Identified and resolved cross-functional communication gaps, saving $10K immediately and preventing hundreds of thousands in future costs.
- Monitored stock movements and managed 3PL inventory using project management tools, reducing fulfillment delays by 20%.
- Built and maintained key account management processes that supported sustained enterprise-level relationships.
SENIOR DIRECTOR OF OPERATIONS AND CUSTOMER SERVICE
apothecanna
01.2015 - 02.2022
- Progressed from entry-level responsibilities to Senior Director at a top 10 nationally recognized CBD brand, driving enterprise-level partnerships.
- Promoted to leadership, overseeing customer service, manufacturing, logistics, and sales operations, to drive performance improvements.
- Reported directly to the President/CEO while managing employees, and auditing a multi-million-dollar operations budget.
- Evaluated operational scalability, equipment needs, and staffing to consistently exceed revenue targets.
- Streamlined cross-functional communication, boosting team readiness by 30% for marketing campaigns and sales initiatives.
- Developed detailed proposals for operational improvements that secured executive approval for strategic initiatives.
- Curated onboarding documents, SOPs, training guides, and materials for new hires.
- Maintained 95% operating capacity for manufacturing and fulfillment teams, hitting quarterly goals for operating efficiency in every quarter, and limiting overtime spend to less than 2% of annual payroll, even through the pandemic.
- Implemented quality control measures to ensure compliance with industry standards and regulations.
- Fostered a culture of collaboration among departments to support organizational goals and objectives.
COMMUNITY ORGANIZER
Volunteer Position
Philadelphia, Pennsylvania
2020 - Current
- Coordinated volunteer efforts to support community projects and activities.
- Collaborated with local leaders to address community needs and concerns.
- Facilitated workshops to educate residents on community participation and advocacy.
- Developed outreach materials to inform the public about programs and services.
- Advocated for community issues through meetings with local officials and stakeholders.
- Recruited, trained and oversaw organizational volunteers.
- Developed and produced graphics and printed materials.
OWNER AND LEAD DESIGNER
K.LINE CLOTHING
01.2014 - Current
- Led the startup and creation of a street style, e-commerce clothing brand.
- Booked product photo shoots.
- Managed website, online orders and shipments.
Skills
- Account management
- Customer service strategy
- Performance metrics
- Operational excellence
- Enterprise relationships
- Proposals
- QBRs
- Data analysis
- Project management
- Process optimization
- Long term strategic planning
- Performance management
- Cross-functional coordination
Softwares
- Microsoft & G Suite
- Shopify Plus
- Recharge, Yotpo, Drift & Klaviyo
- Asana & Trello (Project Management)
- Hubspot & Gorgias (CMS)
- Copper (CRM)
- ApprovalMax & Quickbooks (POs)
- Xero (PO, CM & Products)
- Cin7 Inventory Management
- Squarespace, Wordpress, Woocommerce
- Geodis Visibility, MainChain and Capacity (3PL Software)
- Canva
References
Available upon request.
Timeline
SENIOR DIRECTOR OF OPERATIONS & CUSTOMER SERVICE
Elixinol Wellness
10.2022 - Current
SENIOR DIRECTOR OF OPERATIONS - ENTERPRISE LEVEL
HempFusion,Sagely Naturals, Probulin & apothecanna
02.2022 - 08.2022
SENIOR DIRECTOR OF OPERATIONS AND CUSTOMER SERVICE
apothecanna
01.2015 - 02.2022
OWNER AND LEAD DESIGNER
K.LINE CLOTHING
01.2014 - Current
COMMUNITY ORGANIZER
Volunteer Position
2020 - Current