Katie May
Tucker,GA
Summary
Results-driven Amazon and e-commerce professional with over 15 years of experience in managing and optimizing Amazon marketplaces and diverse e-commerce platforms. Expertise in strategic planning, product listings, order fulfillment, project management and data-driven decision making. Proven track record of enhancing customer experience and implementing effective strategies to boost revenue. Committed to delivering exceptional results and elevating brand performance in competitive e-commerce environments.
Overview
17
17
years of professional experience
Work History
Brand Growth Manger
Recom
11.2023 - Current
- Act as main contact for portfolio of 11 brands, as well as liaison with rest of internal teams, to ensure brands' success on Amazon.
- Provide regular reporting and analytics to brand partners.
- Prepare for and lead a mix of weekly and monthly partner meetings.
- Build and maintain strong partner relationships by helping them meet sales goals and other KPIs.
- Onboard new partners and guide them through the initial set-up process.
- Collaborate across internal departments to project-manage partners' needs.
- Develop and implement strategic methods for growing partner accounts on Amazon.
Customer Experience Manager
Firefly Buys
11.2014 - 11.2023
- Lead team of Customer Service Representatives to manage online marketplaces, including Amazon, Walmart, eBay and several direct-to-consumer websites.
- Responsible for hiring and training of new team members, including process set up and SOPs.
- Communicated potential product issues to Account Management team based off customer feedback and reviews.
- Oversaw order fulfillment process, including backorder and oversell resolution.
- Resolved all customer service escalations fairly and effectively to provide the best possible customer experience.
- Monitored Amazon Seller Feedback and Voice of the Customer metrics for potential issues and possible improvements.
Customer Service/Sales Support Team Leader
Okabashi Brands Inc.
09.2009 - 11.2014
- Responsible for customer issue resolution for two direct-to-consumer sites
- Trained new hires and managed temporary seasonal workers.
- Helped oversee team of four customer service representatives year-round.
- Provided support to sales team with order fulfillment, shipping quotes and customer follow-up.
- Implemented new return/exchange procedure to improve efficiency and reduce costs.
- Received rating of “Excellent” from Stella Service for outstanding customer service.
- Assisted accounting department with payments and collections.
Sales Executive
Okabashi Brands
08.2007 - 09.2009
- Increased territory sales by opening over 150 new accounts.
- Attended 4 – 6 trade shows per year and visited businesses directly in territory to open new accounts.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Made over 400 calls per week to potential and current customers to drive sales and open new business.
- Maintained relationships with customers by resolving customer issues and providing sales strategies for products.
Education
Bachelor of General Studies - Business Concentration
Fort Hays State University
Fort Hays, KSSkills
- Customer Portfolio Management
- Account Management
- Brand Development
- Brand Operations Management
- Sales Reporting
- Sales Presentations
- Content Creation and Copywriting
- Effective Communication
- Time Management
- Project Management
Timeline
Brand Growth Manger
Recom
11.2023 - Current
Customer Experience Manager
Firefly Buys
11.2014 - 11.2023
Customer Service/Sales Support Team Leader
Okabashi Brands Inc.
09.2009 - 11.2014
Sales Executive
Okabashi Brands
08.2007 - 09.2009
Bachelor of General Studies - Business Concentration
Fort Hays State University
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