Nicole Leather
Ramsey,NJ
Summary
Enthusiastic, consistent and dependable under pressure with a history of achieving out-sized results in a variety of challenging environments. Thriving in both independent and team driven environments, highly detail-oriented, extremely well organized and skilled in balancing multiple priorities with short deadlines. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Experience in both corporate and startup environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Operations
Stylitics
01.2024 - Current
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality of client programs.
- Partnered with senior management to develop and execute long-term corporate goals and objectives.
- Strategized improvements across the operations department to help build business and focus on high scale low touch solutions.
- Managed new programs to ensure operational work was within scope, identifying any foreseeable risks and executing a solution for each risk.
- Worked cross functionally with analytics to review client data and analyze client feeds to build out a successful business plan.
- Oversaw 100+ accounts, managing every escalation issue while ensuring that each team felt supported.
- Mentored and coached 10 direct reports to foster a productive and engaging work environment, managing all performance reviews.
- Responsible for team-wide and strategic communication and training for the entire operations department along with cross-functional team members as well.
Senior Operations Manager
Stylitics
07.2019 - 01.2024
- Worked closely with our product and engineering teams to strategize improvements for our current styling capabilities and automation logic.
- Lead multiple client projects at once to ensure successful and on-time deliverables.
- Created a successful launch strategy when onboarding new clients, managing over 25 accounts.
- Built out all new documentation for the operations department, presented to the entire company and conducted training sessions.
- Analyzed feed-related issues and worked directly with the client to come up with solutions.
- Worked cross functionally with every team at the company, ranging from product, marketing, tech and account management all the way to the executive level.
- Concepted and executed an internal program that cut down manual operations work by half, saving over 40 hours a week for the operations team.
- Managed a team of 3 direct reports, provided coaching and direction to grow and develop to become senior level employees.
MARKETING PROJECT MANAGER
dressbarn Inc.
02.2017 - 06.2019
- Elevated to Project Manager with additional responsibilities for assigned areas including all loyalty credit card and perks, direct mail, outreach initiatives, look-books, events, home pages and internal corporate projects.
- Accountable for delivering on-time, within budget programs and cultivating strong partnerships with all business leads including senior leadership and vendors.
- Successfully project managed & released over 200 jobs in 2018 to downstream partners for on time deployment.
- Effectively managed agencies, vendor relationships in creative concepts, meeting deadlines and brand budgets efficiently.
- Developed timelines, led turn-in/job initiation meetings and tracked milestones to ensure that all deliverables are on target and follow the established campaign process.
- Partnered with Buyers, Creative Services, Production, Marketing, Web Development, Store Promotions, Store Communications, and upper management to facilitate all projects.
- Owned proofing/QA of creative copy, A/B tests, site standards and customer experience.
MARKETING OPERATIONS ADMINISTRATOR
dressbarn Inc.
03.2016 - 02.2017
- Promoted in less than a year and awarded responsibility for operational support in event management, partnership management, CRM and other reporting and management tools.
- Reconciled monthly budget related to printing deliveries and costs.
- Developed, analyzed and communicated key program metrics with recommendations for improvements.
- Prepared $1M annual photo shoot budget, utilizing Oracle to maintain/reconcile budget.
- Developed new template that combined several separate documents into 1 and decreased monthly set up/maintenance time by 15%.
- Ensured product marketing services and operations supported all company initiatives & goals.
- Coordinated communication between creative, production, marketing, brand management, and merchandising to ensure all groups working in collaboration.
CUSTOMER EXPERIENCE PROFESSIONAL
dressbarn Inc.
04.2015 - 03.2016
- Handled customer inquiries, complaints, billing questions and service requests via phone, chat and email for stores and online.
- De-escalated angry callers, repair trust, locate resources for problem resolution and design best option solutions.
- Interfaced daily with internal partners from various departments.
- As a personal stylist, introduced her to fashion for her preferred style through guided website browsing, making her feel valued and appreciated and converting the sale.
- Handled over 1000 interactions per week via phone calls, live chats, fraudulent holds, customer emails, and store tickets.
- Part of a team that created better outcomes, improved cart conversion by 2%, and captured $1.7M + incremental sales annually.
Education
BACHELOR OF SCIENCE - Business Management
Stockton University
01.2014
Skills
- Process Improvement
- Strategic Planning and Execution
- Critical Thinker
- KPI Tracking
- Customer Retention
- Attention to Detail
- Conflict Resolution
- Project Management
- Tactical Problem Solving
Additional Information
Coached club volleyball for over 5 years, helped high school athletes find a college that best fit their academic, athletic and personal needs.
Certification
- ClickUp
- Metabase
- Jira
- Workfront
- Notion
- Lattice
- IOS/MAC
- MS Office Suite
- Oracle Financials
- Adobe Creative Suite
Timeline
Director of Operations
Stylitics
01.2024 - Current
Senior Operations Manager
Stylitics
07.2019 - 01.2024
MARKETING PROJECT MANAGER
dressbarn Inc.
02.2017 - 06.2019
MARKETING OPERATIONS ADMINISTRATOR
dressbarn Inc.
03.2016 - 02.2017
CUSTOMER EXPERIENCE PROFESSIONAL
dressbarn Inc.
04.2015 - 03.2016
BACHELOR OF SCIENCE - Business Management
Stockton University
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