Summary
Overview
Skills
Work History
Education
Websites
References
Timeline
BusinessAnalyst

Makela Ross

Chino Hills

Summary

Seasoned leader with over 10 years of experience in office administration and customer service, skilled in resolving client issues, and improving team performance. Experienced in logistics coordination and inventory management, with a proven track record of fostering team collaboration, and enhancing operational efficiency. Adept at developing processes that align with company goals to deliver exceptional client experiences.

Overview

8
8
years of professional experience

Skills

Team & Process Skills

  • Team leadership
  • Performance management
  • Team collaboration
  • Process improvement
  • Problem solving
  • Attention to detail

Customer Service

  • Customer relationship management
  • Interpersonal skills
  • Customer retention

Supply Chain & Logistics

  • 3PL Management
  • Logistics
  • Supply chain optimization
  • Logistics coordination
  • Inventory optimization
  • Order fulfillment
  • Supplier relationship management

Project & Task Management

  • Asana: Proficient in using Asana for project management, task tracking, and team collaboration
  • Jira: Experienced in utilizing Jira for issue tracking, bug reporting, and project workflow management
  • Confluence: Skilled in using Confluence for knowledge base creation, documentation, and team collaboration
  • Goal setting
  • Deadline management
  • Multitasking abilities

Technical & Support Skills

  • Zendesk
  • Intercom
  • Technical support

Administrative & Operational Skills

  • Administrative experience
  • Call center operations
  • Standard Operating Procedures (SOPs)
  • Operations

Human Resources

  • Human Resources: Familiar with reviewing resumes, conducting interviews, onboarding, and offboarding employees

Work History

Logistics & Inventory Coordinator

Ready. Set. Food
Los Angeles
10.2022 - 01.2025
  • Coordinated logistics and inventory for major retail accounts to ensure smooth supply chain operations. Accounts managed: Target, Walmart, Walgreens, Meijer, Sprouts (via UNFI), Kroger, Fred Meyer (via KeHE), and Thrive Market.
  • Managed inventory levels by monitoring sales forecasts, proactively identifying and resolving potential shortages and overstocks to optimize stock and minimize waste.
  • Implemented inventory process improvements, reducing spoilage and enhancing accuracy.
  • Managed retail order fulfillment and collaborated with 3PL to maintain optimal inventory levels.
  • Liaised with 3PL and retail brokers to resolve purchase order exceptions (delivery changes, stockouts, new item setups), minimizing disruptions to the supply chain flow.
  • Ensured accurate order processing by verifying and triaging order management issues through the EDI partner (SPS Commerce).
  • Coordinated the flow of goods between suppliers, retailers, and co-manufacturers for raw materials, components, and finished goods, streamlining logistics.
  • Managed transportation of small parcel and bulk shipments (FTL, LTL, Direct, small parcel) via various carriers, ensuring compliance with food transportation regulations.
  • Executed and tracked inventory transfers between warehouses to meet demand and optimize stock distribution.
    Negotiated freight rates with carriers to reduce transportation costs.
  • Continuously reviewed supply chain processes, identifying and implementing improvements to enhance productivity in both logistics and inventory.
  • Maintained inventory accuracy and facilitated traceability through meticulous management of lot codes, ensuring compliance for potential audits.
  • Analyzed historical data to optimize inventory levels and reduce waste and freight costs.
  • Collaborated monthly with the Finance team to reconcile inventory and sales data, ensuring accuracy across departments.
  • Developed and implemented standardized retail workflows and SOPs to improve operational efficiency and consistency.
  • Partnered with the Director of Logistics to develop and implement specific workflows and SOPs for managing at-risk inventory.
  • Supported cost reduction efforts by assisting in freight bid analysis and identifying reliable, cost-effective freight brokers.
  • Enhanced inventory visibility by creating reports to monitor and identify aging inventory at each shipping node.
  • Contributed to logistics improvements by beta-testing freight software and providing feedback for efficiency and cost reduction.
  • Played a key role in the successful transition from a 3PL to an in-house facility, managing logistical and inventory aspects of the change.

Head of Customer Service

Ready, Set, Food
Los Angeles
03.2020 - 01.2025
  • Leveraged data analytics to track key customer service metrics (e.g., CSAT, resolution time, churn rate), establishing a continuous feedback loop with team members to drive performance improvements.
  • Served as the voice of the customer by systematically gathering, analyzing, and disseminating customer feedback to key stakeholders (e.g., Product, Marketing, Sales), influencing strategic decision-making, and fostering a customer-centric culture.
  • Developed and implemented strategies to cultivate strong customer loyalty, and significantly reduce churn rates.
  • Oversaw and strategically managed the company's social media presence (Instagram, Facebook), utilizing these platforms to enhance customer engagement, address inquiries, and build brand advocacy.
  • Authored a comprehensive customer service handbook and established all Standard Operating Procedures (SOPs), ensuring consistent service delivery, efficient workflows, and a unified customer experience.
  • Designed and delivered comprehensive training and development programs for all customer service agents, resulting in improved agent skills, increased efficiency, and higher customer satisfaction.
  • Developed and maintained a comprehensive and easily accessible Frequently Asked Questions (FAQ) resource, empowering customers to self-serve, and reducing the volume of routine inquiries.
  • Collaborated closely with the IT department to proactively identify and resolve website issues and promo code malfunctions, minimizing customer friction, and ensuring a seamless online experience.
  • Provided critical customer feedback and usability insights to the Science team, directly influencing product development and improvements to enhance the overall customer experience.

Manager, Customer Service

Vetted PetCare
Culver City
04.2019 - 02.2020
  • Led recruitment and onboarding initiatives for the customer service team, establishing efficient processes for both in-office and remote hires, to build a high-performing team.
  • Established and facilitated a consistent feedback loop with the administrative team through regular 1:1 management meetings and team sessions, fostering open communication, identifying areas for improvement, and enhancing team performance.
  • Directed the creation and implementation of key operational processes and back-office Standard Operating Procedures (SOPs) for the customer service team, ensuring consistent service delivery, efficient workflows, and adherence to best practices.
  • Managed key client accounts and served as the primary point of contact for veterinary staff, ensuring their service needs were met, fostering strong relationships, and driving customer satisfaction.
  • Oversaw office operations for the mobile veterinary office, including mail handling, issue resolution, and protocol adherence, ensuring a productive and well-organized administrative environment for the customer service team.
  • Managed inventory levels for the veterinary technicians and customer service team, implementing efficient tracking systems to ensure adequate supplies, and minimize disruptions to service delivery.
  • Streamlined communication by efficiently filtering and prioritizing critical business inquiries and mail for the CEO, ensuring the leadership team received timely and relevant information.
  • Directed and optimized scheduling for veterinarians, veterinary technicians, and the administrative team, ensuring adequate staffing levels and efficient resource allocation to meet customer needs.
  • Developed and delivered proactive and reactive training programs for the administrative team, directly contributing to improved agent skills, knowledge, and overall service quality.
  • Took ownership of and successfully resolved complex client escalations, demonstrating strong leadership in problem-solving, and ensuring positive outcomes that maintained customer loyalty.
  • Actively engaged in strategy learning and development initiatives, applying acquired knowledge to contribute effectively to the customer service strategy and team goals.
  • Effectively delegated tasks and provided guidance to the administrative and veterinary technician teams, fostering their professional growth, and optimizing team workload distribution.
  • Utilized a proactive and solution-oriented 'block and tackle' management approach to address operational challenges and ensure the smooth functioning of the customer service team.
  • Collaborated effectively with the Front End Developer and Head of Product on behalf of the customer service team in bug identification, QA, and Jira ticket creation, ensuring a user-friendly, and efficient customer experience.
  • Worked cross-functionally with the Pharmacy team, the Director of Supply Operations, the Medical Director, and the LA/SF Lead Tech, fostering strong interdepartmental relationships and ensuring seamless collaboration to support customer service delivery.
  • Directed client outreach initiatives, ensuring proactive communication and engagement strategies were in place to build strong customer relationships, and gather valuable feedback.
  • Collaborated with the Pharmacy and Billing Manager to assist in the successful closure of business processes or projects, ensuring customer service considerations were integrated into these initiatives.

Head of Artist & Client Support

Stem Disintermedia Inc
West Hollywood
07.2017 - 01.2019
  • Strategically planned and executed the migration of support operations from Intercom to Zendesk, ensuring a seamless transition with minimal disruption to artist and client support services.
  • Led the full lifecycle recruitment and development of a new, high-performing support team, establishing a strong foundation for scalable and effective artist and client support.
  • Successfully implemented off-site support capabilities with a team in Nashville, TN, strategically reducing operational costs while maintaining or improving service levels for both artists and clients.
  • Designed and implemented a comprehensive new hire onboarding process for the support team, which proved so effective that it was subsequently adopted company-wide, demonstrating leadership in process improvement and knowledge sharing.
  • Collaborated closely with product and engineering teams to design and implement an effective feedback loop, ensuring that artist and client insights directly informed product development and improvements.
  • Managed critical cross-functional relationships with the Content and Operations teams to proactively address and reduce copyright infringements, protecting both artist rights and platform integrity.
  • Championed the implementation of Net Promoter Score (NPS) collection and dissemination, leveraging the resulting data to drive significant process changes and feature requests that demonstrably improved the overall artist and client experience.

Manager of Customer Care

DogVacay (acquired by Rover)
Santa Monica
02.2017 - 07.2017
  • Led the customer service team through the acquisition by the company's largest competitor, ensuring continuity of service and satisfaction.
  • Directed the management of a 6-member Customer Service Representative team, encompassing comprehensive onboarding, ongoing training, and rigorous performance management to consistently achieve high customer service quality, and exceed core departmental Key Performance Indicators (KPIs).
  • Developed training materials and SOPs to enhance team performance and service quality.
  • Established a robust system for collecting and analyzing performance data, and prepared insightful daily and weekly reports for senior management, providing critical visibility into team performance and customer service trends.
  • Mentored and coached individual customer service representatives to identify and develop their unique strengths, strategically assigning them special projects with increasing levels of responsibility to foster professional growth and team capacity.
  • Aggregated and synthesized valuable community feedback, translating it into compelling proposals for new features for the Product and Development teams, directly contributing to improvements in the overall customer experience, and product evolution.
  • Strategically managed relationships with key customer service vendors, ensuring optimal service delivery, cost-effectiveness, and alignment with the company's customer care objectives.

Education

Bachelor of Arts - Sociology/Criminology

California State Polytechnic University
Pomona, CA
06-2013

References

References available upon request.

Timeline

Logistics & Inventory Coordinator

Ready. Set. Food
10.2022 - 01.2025

Head of Customer Service

Ready, Set, Food
03.2020 - 01.2025

Manager, Customer Service

Vetted PetCare
04.2019 - 02.2020

Head of Artist & Client Support

Stem Disintermedia Inc
07.2017 - 01.2019

Manager of Customer Care

DogVacay (acquired by Rover)
02.2017 - 07.2017

Bachelor of Arts - Sociology/Criminology

California State Polytechnic University

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