Kenneth Roy
Los Angeles,California
Summary
Experienced in optimizing inventory levels, coordinating logistics of complicated fulfillment operations and training high-performance staff. Dedicated customer service professional committed to maintaining customer and vendor relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Fulfillment Manager
Legends Brand
03.2023 - 01.2024
- Helped manage a 9k square foot warehouse with over 20,000 different sku's valued over $2 million.
- Implemented ERP and WMS software to streamline fulfillment processes and improve on order picking accuracy and shipping metrics.
- Led a team of 8 warehouse associates to fulfill over 900 orders per day with a 99% accuracy rate.
- Organized company sales events that netted over $400k in gross sales.
Customer Service Representative
Legends Brand
05.2021 - 03.2023
- Resolved an average of 100 customer complaints and inquiries per day with a 94% customer satisfaction rate.
- Assisted customers in navigating company website and placing online orders, improving overall user experience and customer retention.
- Utilized data analytics tools in Shopify and Zendesk to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed and maintained strong knowledge of evolving product inventory to provide informed recommendations based on individual customer needs.
Warehouse Associate
Legends Brand
01.2021 - 05.2021
- Responsible for order picking, shipping and receiving along with processing returned/damaged product.
- Assisted in training new hires, sharing best practices and providing support for their integration into the team.
- Completed regular cycle counts to maintain accurate inventory records and identify replenishment needs.
- Operated various types of equipment such as forklifts, pallet jacks, or hand trucks safely while moving products throughout the facility.
Junior Operations Manager
Zeitview (formerly DroneBase Inc.)
05.2017 - 02.2020
- Assisted Head of Operations with scaling drone operations nationwide
- Utilized LMS software like Mindflash to create onboarding courses that helped train over 700 pilots for aerial inspections
- Managed an international outsourcing team responsible for scheduling inspections and asset review
- Scheduled and executed over 5,000 flights through collaboration with Insurance companies and technology providers including Allstate, Eagleview, Verisk, Geomni, and Site Technologies
- Responsibilities included scheduling inspections, imagery review and post-production processing, using tools like Zendesk to monitor data analytics that include call rate to homeowners, mission pricing, and weather patterns for upcoming flights
- Established best practices for mission workflows that helped increase profit margin from 17% to 45% within 6 months
Education
Bachelor of Arts - Communications
University of Pittsburgh
Pittsburgh, PA05.2012
Skills
- Inventory Coordination
- Staff Training
- Vendor Management
- Customer Relations
- Web-based Logistics Information Systems
- Operational Efficiency
Additional Information
- Proficient in G-suite, Microsoft Office, Slack, Zendesk, Shopify, Cleverific, Shipstation, SkuVault, PeopleVox, ShipRush
Timeline
Fulfillment Manager
Legends Brand
03.2023 - 01.2024
Customer Service Representative
Legends Brand
05.2021 - 03.2023
Warehouse Associate
Legends Brand
01.2021 - 05.2021
Junior Operations Manager
Zeitview (formerly DroneBase Inc.)
05.2017 - 02.2020
Bachelor of Arts - Communications
University of Pittsburgh
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