Nikki Baker
Antioch,CA
Summary
Senior management professional with a strategic leadership approach and a strong commitment to operational excellence. Demonstrated expertise in team and project management, collaborating with internal stakeholders, and optimizing processes to drive results. Skilled at navigating complex challenges, fostering accountability, and adapting to evolving business requirements. Recognized for decisive decision-making, effective communication, and building high-performing teams.
Overview
2025
2025
years of professional experience
Work History
Sr. Manager Business Operations Support
Veho Technologies
12.2021 - Current
- Reorganized team to scale; Grew from 7 to 50
- Crafted and executed visionary strategy for the operations support team
- Provided strong leadership to enhance team productivity and morale; Work closely with team supervisors on associate development/growth
- Implemented Zendesk CRM and developed team SOPs
- Created training documents; improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Created, implemented and tracked KPI and QA metrics
- Partnered with Product/Ground Operations(warehouse)/Trust&Safety/internal teams; Led cross-functional initiatives to achieve project milestones and deliver high-quality results.
- Achieved operational excellence by streamlining processes and implementing best practices resulting in a decreased outbound email SLA by 50% and decreased overall first response time by 94%
Manager, Client Support
MasonHub 3PL
03.2021 - 12.2021
- Led, mentored, and trained a team of B2B support associates in a 3PL environment that were responsible for order management, inventory discrepancy research and shipping issue resolution
- Grew team by 150% over 2 locations
- Created and implemented SOPs for internal systems/workflows
- Revamped Wholesale/EDI process
- Zendesk Administration
- Spearheaded and worked closely with Warehouse VP and product/engineering teams on workflow improvement projects
- Implemented team and individual KPI measures
- EDI chargeback research/resolution
Manager, Client Support (PT Organics)
Temp Staffing Agency
01.2019 - 10.2020
- Responsible for all Order/3PL management and logistics partnerships for the business
- Managed approximately $14,000,000 in sales orders
- Managed new EDI system integration (SPS/MS Nav)
- Lead logistics project to reduce costs/work with dedicated couriers
- Discovered and recovered ½ million dollars in past due invoices
- Improved Target/Amazon label creation process; reduced from 3 hrs to 1 hr
- Overhauled existing workflows; created training manuals and SOPs
- Worked with SCM to manage inventory allocations due to COVID shortages; keeping fill rates above 98%
- Partnered with Amazon to reduce overall chargebacks: Reduced content label chargebacks from $11,635 to $8; Reduced ASN accuracy charges from $8556 to $0
Lead, Client Support
Airbnb(Urban Door) - Temp Agency
- Led, mentored and trained a team of support associates who were responsible for working with both the B2B clients and end users on various issues regarding booking corporate stay properties
- Refined existing workflows and created new ones to increase efficiency
- Created and managed internal FAQs
- Escalation/Trust & Safety Management
- Special Projects as assigned
Owner/Operator
Treats by The Picky Eater
11.2016 - 04.2019
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.(2 employees)
- Trained and motivated employees to perform daily business functions.
- Implemented social media marketing strategies to increase brand awareness and attract new customers.
Lead, Support Operations
Sprig Food Delivery
11.2015 - 05.2017
- Responsible for leading and training the support team, monitoring orders/drivers in real-time, trust & safety, product/engineering projects, and workflow improvements
- Created and implemented KPI's/KPI reporting and SOPs
- Worked closely with the engineering team on platform improvement ideas
- Interview/Mentor/Train New Agents
- Escalation/Trust & Safety Management
- Chargeback Research/Resolution
Skills
- Client/Vendor/Support Management
- Process Change & Implementation
- EDI/Order/Inventory Management
- Team Leadership and Training
- Escalation Management
- Performance tracking/reporting
- Zendesk/CRM Administration
- Operations and Logistics Management
- Strategic Planning/Strong analytical thinking
Timeline
Sr. Manager Business Operations Support
Veho Technologies
12.2021 - Current
Manager, Client Support
MasonHub 3PL
03.2021 - 12.2021
Manager, Client Support (PT Organics)
Temp Staffing Agency
01.2019 - 10.2020
Owner/Operator
Treats by The Picky Eater
11.2016 - 04.2019
Lead, Support Operations
Sprig Food Delivery
11.2015 - 05.2017
Lead, Client Support
Airbnb(Urban Door) - Temp Agency
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