Gardening, Carpentry, Fitness, Cycling, History
Maxwell Sheets
Business Operations Manager
Charlotte,NC
Summary
Customer-focused Business Manager offering diverse experience in retail operations management, customer service, and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Business Operation Manager III
Wish Shopping App
Charlotte, NC
04.2022 - Current
- Lead business operations team that works with 10k SMB partners, overseeing pickup/dropoff operations in NA and LATAM
- Manage 2 cross-functional direct reports, developing their strengths and skillsets to achieve company objectives in resource-scarce environment
- Developed method to model impacts to GMV, store coverage, and operating metrics with SQL
- Oversaw and improved deliveries through proactive coordination of daily operations.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Optimized Marketing Cloud journeys to improve store operations
- Mitigate legal risks by optimizing Terms of Service and creating action plans for business escalations.
- Resolved problems, improved operations and provided exceptional service
Property Manager
Charlotte, NC
01.2022 - Current
Sr. Business Operations Associate
Wish Shopping App
Charlotte, NC
04.2021 - 05.2022
- Owned policy & compliance initiatives and worked cross-functionally with other teams.
- Performed data analysis and program management for acquisition and account management teams
- Provided sales and marketing support through knowledge of targeted marketing and strategic sales.
- Monitored and tracked project execution of tasks.
- Participated in meetings and associated events to help define and achieve organizational objectives.
- Conducted regular reviews of operations and identified areas for improvement.
- Supported engineering teams with Salesforce migration
- Onboarded telesales vendors and monitored metrics for 15+ agents
- Demonstrated respect, friendliness and willingness to help wherever needed
Business Operations Associate
Wish Shopping App
San Francisco, CA
07.2020 - 05.2021
- Facilitated sales development via phone call and email with 500+ new SMB partners
- Enforced program policy by calling 15+ partners per day that violated pickup policy
- Owned fraud audit for stores participating in the Wish merchant platform
- Resolved 50 customer support tickets daily, achieving a high satisfaction score
Recruiting Coordinator
Wish Shopping App
San Francisco, CA
11.2019 - 04.2020
Corporate Receptionists
Wish Shopping App
San Francisco, CA
07.2019 - 11.2019
Administrative
Assist. YMCA
Oakland, CA
07.2018 - 09.2018
Education
BA - History
California Polytechnic State University
San Luis Obispo, CA 09.2014 - 04.2019
Skills
Advanced Excel
Accomplishments
- Drove lost package rate from 0.5% to 0.1%, saving 70k of monthly GMV
- Coordinated the launch of a new Terms of Service to support new program features and stricter operating guidelines
- Increased shipment delivery rates by 6 percentage points in H2, 2022 from coordination with stores and last mile carriers
- Drove email open rates from 30-38% with the rollout of the first Marketing Cloud journeys
Interests
Timeline
Business Operation Manager III
Wish Shopping App
04.2022 - Current
Property Manager
01.2022 - Current
Sr. Business Operations Associate
Wish Shopping App
04.2021 - 05.2022
Business Operations Associate
Wish Shopping App
07.2020 - 05.2021
Recruiting Coordinator
Wish Shopping App
11.2019 - 04.2020
Corporate Receptionists
Wish Shopping App
07.2019 - 11.2019
Administrative
Assist. YMCA
07.2018 - 09.2018
BA - History
California Polytechnic State University
09.2014 - 04.2019