Kiyavii Parker
New Rochelle
Summary
Results driven operations professional with over 10 years of experience in customer service and team leadership within fast-paced e-commerce environments. Proven track record of coordinating daily operations, managing workflows and ensuring seamless sale execution while maintaining exceptional customer experience standards. Currently serving as a Team Lead of Operations, overseeing day to day execution, training and supporting staff and partnering with major brands to deliver high-volume weekly sales. Known for strong organizational skills, process improvement and the ability to lead teams to exceed performance goals while maintaining accuracy, efficiency and service excellence,
Overview
9
9
years of professional experience
Work History
Team Lead Support Operations
260 Sample Sale
02.2024 - Current
- Serve as the first point of contact for communication with partner brands, and internal stakeholders, driving cross-functional initiatives to improve gaps and inefficiencies in visibility, fulfillment accuracy, and delivery
- Partner with Head of Support to analyze existing platforms and tools and build out new workflows, providing recommendations for leveraging technology to improve processes
- Collaborate with the Manager of Customer Service to ensure the team is informed on all promotions, FAQs, inventory discrepancies, etc. for each sale
- Work with the Support leadership team to develop operational discipline and standards for support
- Coordinate with logistics and inventory management teams to ensure seamless execution of brand-related activities
- Assist with site reviews in Shopify
- Manage internal ticketing systems to document brand updates and ensure all team members are informed of relevant information
- Manage CX playbooks and customer-facing FAQs, supporting the evolution of training, reporting and quality functions to deliver improved customer experiences.
- Be the go to for customer care agents in resolving customer inquiries, issues and complaints promptly and professionally
- Regularly update internal databases with brand-specific details, including product information, pricing and promotional offers
- Analyze spreadsheet data to identify trends, opportunities and potential areas for improvement
- Manage the process of closing brands after sales events, including inventory reconciliation, return authorizations and post-event evaluations
- Manage a direct report
- Critical thinking, problem solving, ability to work independently
- A role model who reinforces excellent behaviors and can develop a culture of collaboration and accountability
North American Field Coordinator
LimeLife by Alcone
03.2023 - 02.2024
- Manage team Zoom calls from creation through to post-call replay email
- Coordinate product requests from the warehouse for incentive fulfillment, event planning or sales strategy
- Coordinate the shipment of products to the Sales Team for demonstration, training or strategy purposes
- Answer all inquiries to the Sales department through the support email address
- Assist the incentives coordinator with the fulfillment of the Rewards & Recognition program obligations
- Support in-person events with set-up, registration, etc.
- Contribute to the execution of the annual North American sales conference
- Execute team restructuring after resignation or changes within the field
- Travel to all company events and conferences when necessary
- Implement strategies to reach monthly sales and recruitment goals
- Manage all posts on company's social media platform for community engagement
- Keep track of monthly KPI's to relay to the sales field, fellow teammates and the incentive program
- Develop and execute training programs for North American field representatives to enhance their product knowledge and sales skills, ultimately driving revenue growth for the company
- Update field calendar with all upcoming trainings and events.
Supervisor/Team Lead of Customer Care
LimeLife by Alcone
06.2018 - 03.2023
- Supervised and led a team of Customer Care representatives at LimeLife by Alcone
- Processed field orders and answered general policy questions
- Developed and maintained in-depth knowledge of Customer Care protocol
- Handled a constant flow of inbound calls
- Responded to emails and Facebook messages promptly and efficiently using Zendesk
- Assisted with all Tier 1 escalations
- Assisted in training newly hired employees
- Provided effective inter-company communication with Compliance and Beauty Guide Support to achieve full customer satisfaction
- Assisted with managing daily operations of the department
- Ran reports and created spreadsheets
- Delegated tasks to team members within the department
- Implement strategies to improve customer satisfaction and reduce customer escalations
Customer Service Representative
American Medical/Retrieval Masters
08.2017 - 05.2018
- Communicate with Client's Customers via phone, answering any account related questions and establishing payment arrangements
- Notating accounts and following up with customers as needed
- Provide friendly, empathetic and sincere customer service
- Answer high volume inbound and outbound phone calls
- Participate in monthly events and friendly competitions
Assistant Manager Kids Wear/ Kids Shoes
Nordstrom
04.2017 - 08.2017
- Managed a team of 20 associates
- Created schedules and daily task lists for team
- Helped associates make their monthly sales goals through coaching
- Merchandise sales floor according to Nordstrom standards
- Make sales goals set for all managers
- Provide outstanding customer service
- Maintain Kids wear and kids shoe stockroom
Sales Lead
Nordstrom Rack
08.2016 - 03.2017
- Merchandise kids sales floor according to Nordstrom standards and needs of business
- Make sure the kids department makes daily goals set by Nordstrom and previous business
- Help manage a team of 12 associates
- Style mannequins, complete floor sets and conduct overnight markdowns
- Process shipment daily and maintain a clean and safe stockroom
- Provide excellent customer service
Education
High school diploma - Various
Mount Vernon High School
Mount Vernon, NY06.2008
Skills
- Experience with Zendesk
- Proficient in Google Workspace
- Proficient in Microsoft Office
- Data analysis in Excel
- Skilled in utilizing Exigo CRM
- Braintree integration
- Technical support
- Technical issue resolution
- SQL data analysis
- Engagement strategies for social media
- Gorgias proficiency
- Shopify platform expertise
- AfterShip proficiency
Timeline
Team Lead Support Operations
260 Sample Sale
02.2024 - Current
North American Field Coordinator
LimeLife by Alcone
03.2023 - 02.2024
Supervisor/Team Lead of Customer Care
LimeLife by Alcone
06.2018 - 03.2023
Customer Service Representative
American Medical/Retrieval Masters
08.2017 - 05.2018
Assistant Manager Kids Wear/ Kids Shoes
Nordstrom
04.2017 - 08.2017
Sales Lead
Nordstrom Rack
08.2016 - 03.2017
High school diploma - Various
Mount Vernon High School