Summary
Overview
Work History
Education
Skills
Timeline
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Robin Henson

Knoxville,TN

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

11
11
years of professional experience

Work History

E-Commerce Operations Director

SOBEL WESTEX
01.2015 - 09.2020
  • Managed the process, development, and launch of 9 websites with important deadlines. Six of the websites were for high-profile clients/organizations
  • Led recruitment and onboarding efforts for new Customer Support Team members, ensuring they were well-prepared to contribute immediately upon joining the organization
  • Implemented key marketing programs, site enhancements, and email strategies to increase conversions and improve user experience
  • Worked with major dot-com B2B and B2C vendors such as Amazon Seller Central, Overstock, Wayfair, Bed Bath and Beyond, and various dropship clients. Negotiated contracts and pricing, and generated POs
  • Formulated sales reports and monitored real-time website activity
  • Liaison for 3PL warehouse for orders, pick and pack, and confirming the accuracy of customers' orders
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer SLAs

Lead Spa Services Agent

THE COSMOPOLITAN OF LAS VEGAS
10.2010 - 12.2014
  • Created a guided experience for guests and coworkers in customer service/call center
  • Arranged appointments for guests and staff daily
  • Created SOPs to assist managers with daily functions in the department
  • De-escalated and resolved customer complaints with punctual, polite, and professional service

Clinical Associate

LAS VEGAS RECOVERY CENTER
11.2009 - 10.2010
  • Assisted the Clinical Director in the daily operations of the facility
  • Responsible for working with clients, assisted with group facilitation, and resolved client comments and complaints
  • Monitored up to 30 clients a day to ensure program fulfillment
  • Trained new and existing employees in the clinical department.

Administrative Assistant

AMERICAN BIFFY COMPANY, LTD.
08.2009 - 10.2009
  • Assisted Manager in daily operations of Personal Hygiene Product Manufacturer, including sales, service, and delivery
  • Customer service skills including troubleshooting problems, and providing detailed product information, phone and web-based inquiries
  • Performed accounts receivable functions including processing credit cards and net terms
  • Processed orders and shipments
  • Streamlined purchasing processes for increased efficiency and reduced operational costs

Education

Boulder City High School
Boulder City
01.2001

Skills

  • In-depth knowledge of Customer Service
  • Customer Retention
  • Vendor/Clint Relations
  • Credit Cards, PCI Compliance
  • Invoices, Purchase Orders, Logistics
  • Microsoft Office
  • LMS
  • UPS WorldShip, FedEx Ship Manager
  • AS400
  • Google Analytics
  • Google Suite
  • Shopify
  • Slack
  • Asana
  • LiveChat

Timeline

E-Commerce Operations Director

SOBEL WESTEX
01.2015 - 09.2020

Lead Spa Services Agent

THE COSMOPOLITAN OF LAS VEGAS
10.2010 - 12.2014

Clinical Associate

LAS VEGAS RECOVERY CENTER
11.2009 - 10.2010

Administrative Assistant

AMERICAN BIFFY COMPANY, LTD.
08.2009 - 10.2009

Boulder City High School

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Robin Henson