Katrina Bennett
Greenwood,IN
Summary
Dedicated operations professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Senior Operations Manager
Dermstore
El Segundo, California
05.2014 - Current
- Managed direct relationship with third-party logistics warehouse
- Oversaw daily operations of two offsite third-party logistics warehouses to ensure high levels of productivity were met
- Inventory management, transfers between various warehouses, disposals, customer returns & created return to vendor process
- Partnered with third-party logistics warehouses to create and document inbound receiving, discrepancies, outbound packing and quality control of customer orders
- Key player in coordinating the move of physical inventory in and out of several warehouses
- Monitored daily order queues within third-party logistics portal to ensure that outbound customer orders were processed and shipped correctly and in timely manner
- As a member of senior management, I worked cross functionally with all departments to reach company goals
- Managed team of 2-10 employees throughout my career, overseeing hiring, training and professional growth of employees
- Partnered cross functionally to continuously improve front end and backoffice environment by generating suggestions, implementation and troubleshooting
- Key player in QA for front and back-end systems
- Identified issues, analyzed information and provided solutions to problems
- Created, maintained and managed internal customer order queues: Research, address and payment problems
- Maintained and managed customer backorder processes and customer contact
- Managed all kitting projects: Collaborated with multiple teams to ensure product was ordered, received and kitted in warehouse by launch date
- This included monthly box subscriptions and holiday/peak planning
- Reported and entered Jira tickets for multiple departments, ensuring there was a clear ask, direction and possible resolution
- Lead fraud committee
- Worked internally with Tech & Finance team to review new fraud tends
- Use and knowledge of third-party programs such as Stored Value Solutions, World Pay, Pitney Bowes & Newgistics portals, Jira, Tableau, Smarty Streets
- Conducted research, gathered information from multiple sources and presented results
- Created and oversaw inbound receiving processes & discrepancies
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service Optimization Manager
Dermstore
El Segundo, California
07.2011 - 05.2014
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
- Worked with Directors of Customer Service to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Retail Store/Customer Service Manager
Dermstore
Redding, CA
01.2005 - 07.2011
- Managed daily operations, including purchasing, inventory control, merchandising and product distribution
- Reviewed register count and bank deposits for proper amounts of currency
- Organized and updated schedules to optimize coverage for expected customer demands
- Used Point of Sale register system to complete transactions
- Oversaw sales and marketing operations while developing strategic partnerships
- Oversaw addressing of customer requests for friendly, knowledgeable service and support
- Created training manuals targeted at resolving simple and difficult customer issues
- Evaluated quality of representatives' phone calls and provided feedback to management
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Education
Associate of Art - Business
University of Phoenix
Tempe, AZ06.2010
Skills
- Multitasking and Prioritization
- Desktops, Laptops and Mobile Devices
- Product Transportation
- Inventory Tracking and Management
- Customer Relations
- Analytical Skills
- Critical Thinking
- Teamwork
Timeline
Senior Operations Manager
Dermstore
05.2014 - Current
Customer Service Optimization Manager
Dermstore
07.2011 - 05.2014
Retail Store/Customer Service Manager
Dermstore
01.2005 - 07.2011
Associate of Art - Business
University of Phoenix
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