Kelsey Merchant
Spring Creek,NV
Summary
Seasoned leader with a proven track record at Wayfair and other organizations, excelling in strategic planning and organizational leadership. Spearheaded initiatives that significantly enhanced productivity and inclusivity. Skilled in financial auditing and fostering team development, adept at driving operational efficiency and exceeding financial objectives. Demonstrates exceptional ability to innovate solutions and mediate conflicts, ensuring regulatory compliance and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Board Member
Northern Nevada Moses Project
Elko, NV
01.2021 - Current
- Worked closely with the founders of the non-profit to establish operating procedures, budget guidelines
- Worked with other organizations in the community to collaborate on joint activities
- Helped with social media and marketing materials
- Helped organize community food drives, school supplies drives, clothing drives, fundraisers and appreciation parties.
- Reviewed financial statements and monitored organizational performance against budgets.
- Evaluated investments for potential risks and rewards.
- Engaged in public relations activities to promote company mission, vision, values, products, services, and brand image.
- Collaborated with executive team members on fundraising initiatives to secure additional funding sources for the organization.
- Supported planning efforts for long-term growth strategies such as mergers and acquisitions or new product launches.
- Facilitated communication between board members during decision-making processes.
- Ensured that all legal requirements were met according to local laws and regulations.
- Attended and hosted board meetings and reviewed meeting agendas.
- Maintained confidentiality in regard to internal organizational affairs and information.
- Communicated with valuable partners and recruited potential board members.
- Utilized networks and resources to inspire collective action and achieve organizational goals.
- Stayed abreast of trends and issues affecting organizational decisions.
- Monitored financial affairs of organization.
Manager II - Customer Retention
Wayfair
Boston, MA
01.2019 - Current
- Managed customer interactions ensuring top-notch service.
- Achieved fiscal goals through precise budget preparation and expenditure scheduling.
- Monitored efficiency of incoming and outbound queues.
- Active member of the Diversity and Inclusion Council to ensure inclusivity and unification across the company.
- Coached, mentored, and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Initiated new projects that resulted in increased productivity across the departments.
- Ensured accurate documentation and implemented disciplinary protocols as required.
- Maintained up-to-date records of employee attendance, payroll information, and vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures, and controls.
- Communicated company directives and programs to associates, and ensured all follow-up items were completed accurately and timely.
- Created training modules and documentation to train staff.
Optics Manager
Rocky Mountain Sports
Casper, WY
04.2014 - 01.2017
- Created monthly reports for senior management summarizing operational performance metrics.
- Initiated new projects that resulted in increased productivity across the department.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Organized special events such as or training sessions for employees so they understood the products and how they work
- Enforced customer service standards and resolved customer problems to uphold quality service.
Education
High School Diploma -
Riverton High School
Riverton, WY05-2008
Associate of Science - Veterinary Technology/ Pre-Veterinary Medicine
Eastern Wyoming College
Torrington, WYSkills
- Diversity and Inclusion
- Financial auditing
- Organizational leadership
- Organizational strategy
- Solution innovation
- Financial acumen
- Systems organization
- Process improvement
- Profit and loss management
- Leadership and people development
- Conflict mediation
- Operations management
- Policy development
- Policy evaluation
- Regulatory compliance
- Operational efficiency
- Promotional content creation
Accomplishments
- two time recipient of the annual data excellence award
- eight time recipient of the quarterly top performance award
- one time recipient of annual top performer award
- multiple employee of the month and employee of the quarter awards
- Recognition award for my participation in Diversity and Inclusion
Certification
- Completed multiple trainings/classes including but not limited to the following: Diversity and Inclusion Training, The Positive Leader, Coaching Through Change, Coaching Through Questioning, Lead with Empathy, The Power of Positive Assumption
References
References available upon request.
Timeline
Board Member
Northern Nevada Moses Project
01.2021 - Current
Manager II - Customer Retention
Wayfair
01.2019 - Current
Optics Manager
Rocky Mountain Sports
04.2014 - 01.2017
High School Diploma -
Riverton High School
Associate of Science - Veterinary Technology/ Pre-Veterinary Medicine
Eastern Wyoming College
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