MELISSA BRIGHT
Waconia
Summary
Dynamic Vice President and strategic leader dedicated to driving business improvement and revenue growth through innovative solutions. Proven expertise in enhancing sales performance, optimizing operations, and streamlining supply chain processes to maximize profitability. Successfully led quality control initiatives and facilitated high-level executive meetings, fostering strategic decision-making and organizational alignment. Committed to improving subscription retention rates and cultivating strong customer loyalty to ensure long-term business success.
Overview
5
5
years of professional experience
Work History
Vice President of Operations
MyStore/MyPillow
09.2022 - 07.2025
- Served as a strategic partner to the CEO/Owner, Mike Lindell, by conducting in-depth business analysis to identify new prospects.
- I assisted Mike Lindell in launching the e-commerce platform MyStore.com in 2022.
- Oversaw the development and operations of MyStore.com across various departments from phone reps to warehouse employees.
- Conducted detailed analysis of sales and return rates to identify trends, optimize sales strategies, and improve customer satisfaction.
- Oversaw inventory management, ensuring healthy inventory levels, efficient replenishment processes, and effective demand forecasting to support replenishment processes, and effective demand forecasting to support business growth and operational efficiency across multiple platforms.
- Led the end-to-end product lifecycle, managing everything from onboarding new products to ordering inventory through the creation of purchase orders.
- Managed a $7 million operational budget across multiple e-commerce platforms; consistently meeting financial targets.
- Ensured quality assurance in customer service and sales operations.
- Collected and analyzed internal and external feedback to inform strategic decision-making.
- Monitored and supported remote agents to guarantee consistent service delivery.
- Addressed customer inquiries and concerns, providing timely and effective resolutions.
- Oversaw operations staff, ensuring strict adherence to company policies and procedures.
- Scheduled breaks for customer service agents to sustain productivity and morale.
- Trained new customer service agents on organizational policies and procedures.
- Managed escalated calls, prioritizing customer satisfaction and effective resolution.
- Resolved delivery issues with major carriers such as FedEx, UPS, and USPS.
- Utilized Zendesk for managing chats and emails, ensuring timely and professional responses.
- Led and supported cross-functional operations, applying advanced problem-solving and strategic implementation skill.
Liaison/Operations Manager
MyStore/MyPillow
09.2021 - 08.2022
- Led and managed the customer service team, focusing on training, performance evaluations, and skill enhancement sessions.
- Developed and executed customer service strategies that enhanced customer experience and satisfaction.
- Established and enforced policies and procedures to ensure consistency and quality in service delivery.
- Analyzed customer service metrics and feedback to assess performance, identify trends, and resolve escalated complaints.
- Collaborated with sales, marketing, and product development teams to align customer feedback with company strategies.
- Prepared detailed performance reports for senior management.
- Monitored 70+ remote agents.
- Monitored 50+ call center agents.
- Monitored inventory (6,000 SKUs).
- Handled inventory discrepancies.
Customer Service/Sales Supervisor
MyPillow
08.2020 - 09.2021
- Developed high-performing teams, creating a positive and productive work environment.
- Designed and implemented training programs to enhance employee development and skills.
- Conducted detailed call reviews to identify improvement opportunities and provide constructive feedback.
- Oversaw customer support operations, ensuring exceptional service and high customer satisfaction.
- Effectively mediated conflicts to foster a harmonious and collaborative workplace.
- Led process improvement initiatives to streamline operations and increase efficiency.
Customer Service/Sales Agent
MyPillow
05.2020 - 08.2020
- Managed customer inquiries efficiently through phone, live chat, and email with high professionalism.
- Maintained accurate customer records and processed sales orders over the phone to improve the personal shopping experience.
- Assisted customers in placing sales orders via phone, ensuring clarity and accuracy.
- Delivered exceptional service by utilizing extensive knowledge of products and services.
Skills
- Operational Leadership & Management
- Purchasing and Planning
- Performance analysis
- Call Center Management
- E-commerce Operations
- Employee training and coaching
Skills
Process Optimization & Improvement, Business Growth and Marketing Strategies, Operations Oversight & Resource Allocation, Budgeting, Forecasting, and Budget Oversight, Supply Chain Management & Procurement, Risk Assessment and Mitigation Strategies, Change Management & Organizational Development, Customer Education & Loyalty Programs, Conflict Resolution & Complaint Handling, CRM Software (Zendesk, Magento, Fortis Pay, PayPal, Amazon Pay), Customer Satisfaction Monitoring & Trend Analysis, Cross-Selling & Up-Selling Strategies, Client Retention & Engagement Initiatives, Multichannel Customer Support Management, Employee Hiring, Training, & Onboarding, Coaching, Mentoring, and Leadership Training, Performance Monitoring, Evaluation, & Reviews, Motivational Leadership & Team Engagement, Staff Development & Continuous Quality Improvement, Team Building & Conflict Mediation, Complex Problem-Solving & Critical Thinking, Data Analysis & Performance Metrics Reporting, Trend Identification & Process Efficiency Optimization, Corporate Communications & Articulate Presentation Skills, Strategic Planning & Competitive Analysis, Business Intelligence & Market Research, Project Planning, Oversight, & Updates, Purchasing, Procurement, and Inventory Management, Quality Control Planning & Documentation Analysis, Price Structuring & Account Management, Resource Planning & Capacity Management, Process Automation & Workflow Optimization, Vendor Negotiation & Contract Management, CRM Systems & Payment Platforms (Zendesk, PayPal, Magento, Fortis Pay, Amazon Pay), Website Monitoring for Discrepancies, Sales Patterns, and Customer Feedback, RMA Management & Refund Processing, Database Management and analysis, Revenue Generation & Profit Optimization Strategies, Invoice Discrepancy Resolution, Purchase Order Creation & Raw Material Procurement, Financial Reporting & Budget Reconciliation, Expense Management & Cost Reduction Strategies, Auditing & Compliance Oversight, Strong Verbal and Written Communication, High Efficiency in High-Pressure Situations, Adaptability to Rapid Changes, Strong Interpersonal and Rapport-Building Skills, Detail-Oriented with Strong Organizational Skills, Proactive Problem Solver with a Growth Mindset, Collaborative Team Player with Leadership
Timeline
Vice President of Operations
MyStore/MyPillow
09.2022 - 07.2025
Liaison/Operations Manager
MyStore/MyPillow
09.2021 - 08.2022
Customer Service/Sales Supervisor
MyPillow
08.2020 - 09.2021
Customer Service/Sales Agent
MyPillow
05.2020 - 08.2020