Maile Cooper
El Cerrito,CA
Summary
Focused, data-driven, Chief of Staff adept at planning, directing and maintaining multiple programs in various departments. Over 15 years of experience in a start-up and philanthropic retail environment applying a creative and analytical approach to people & culture, customer care, sales and project management. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
17
17
years of professional experience
Work History
Chief of Staff / Project Management
Olivela
03.2017 - 08.2020
- Supported CEO by owning special projects from start to finish as needed including company-wide OKRs, GTM channel launches, vendor and partner management
- Supervised staff of 40 and performed basic HR responsibilities including hiring, training, terminations, and annual revues to establish and enforce policies and procedures for business functions.
- Co-owned creation of new Customer Care department including hiring and training team, implementation of Zendesk and determining metrics/creating reporting
- Served as interim department head during personnel changes (Product, Partnership, Customer Care) gaining experience in agile product management, change management, and implementing Zendesk.
- Ran executive team meetings to make informed business decisions, provide administrative support and evaluate progress toward goals and objectives - owned weekly deck and follow up
- Developed relevant metrics and dashboards for monitoring growth (ASP, UEC, employee efficiency, etc)
- Managed business operations while overseeing contractors and consultants to verify on-time completion of key deliverables including website design, packaging updates and store openings.
- Acted as point of contact for B.O.D presentations and questions
Director of Inventory/Acquisition
Olivela
01.2014 - 03.2017
- Created both short and long-term strategies and goals with regard to partner recruitment and ongoing involvement
- Hired, onboarded and trained staff of 8 full-time sales associates and one logistics coordinator
- Developed productive relationships with key account holders.
- Provided exceptional customer service to preserve relationships and maintain positive employer brand.
- Implementation of Salesforce CRM
- Identified metrics and created relevant dashboards to track success (ASP, UEC, employee efficiency, etc)
- Quarterly presentation/reporting to B.O.D
Director of Corporate Sales
Wine.com
06.2003 - 12.2012
- Oversaw all B2B and Retail Partner revenue including budgeting, forecasting, planning and reporting on TTM comps – led team to double-digit growth all years
- Responsible for merchandising and development of new items and distribution of information among partner network
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Coordinated staff meetings to discuss developmental strategy, best practices and process improvements.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Monitored sales team performance, analyzed sales data and reported information to B.O.D
- Hired and coached corporate sales team of 3 full-time and 12-15 seasonal employees including hiring, onboarding, professional development and training
- Created annual budget, revenue models, process flows, operations support and customer engagement strategies.
Education
Bachelor of Arts - English Literature
Oberlin College
Oberlin, OHMaster of Arts - English Literature
University of Aberdeen
Aberdeen, ScotlandSkills
- Strategic Project/Program Management
- Sales & Partnership Management
- Customer Care
- OKR/KPI Ownership
- G-Suite, MS Office & MS Project
- Slack, Asana, Jira, Zendesk, Salesforce
- Flexible and Adaptable
- Attention to Detail
- Analytical and Critical Thinking
- HR Support
Additional Employment Experience:
Gourmet Food Manufacturing
Event/Trade Show Management
Logistics Management
Customer Service Professional
Timeline
Chief of Staff / Project Management
Olivela
03.2017 - 08.2020
Director of Inventory/Acquisition
Olivela
01.2014 - 03.2017
Director of Corporate Sales
Wine.com
06.2003 - 12.2012
Bachelor of Arts - English Literature
Oberlin College
Master of Arts - English Literature
University of Aberdeen
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