Sherree Lynne Tholl
Miami,FL
Summary
Results-oriented professional with over 15 years of experience in E-Commerce Management with extensive experience and expertise in managing day-to-day operations of multiple websites, project management, and driving revenue growth and savings. Proven track record enhancing customer journeys on-site and increasing revenue through marketing and automations.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Gotham Cigars/NGG Distributors
07.2016 - 07.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Manager
Gotham Cigars/NGG Distributors
01.2017 - 02.2025
- Managed and hired a domestic and international team of customer service representatives, set customer service role policies, trained and onboarded reps, and oversaw day-to-day operations
- Monitored and analyzed customer feedback from multiple channels to improve customer service policies, customer experiences, and ratings
- Implemented software upgrades to improve CS department
Business Operations Manager
Gotham Cigars/Ngg Distrbutors
07.2024 - 02.2025
- Continuously guided improvements to the warehouse and customer service departments which included software implementation and writing company policies
- Streamlined shipping policies and implemented necessary improvements with software changes and analytics of costs to increase profit.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision
Ecommerce Manager/Marketing Manager
Gotham Cigars/NGG Distributors/A1 Supplements
01.2019 - 02.2025
- Managed all E-commerce operations, including site improvements, content writing, design, migrations, and catalog management
- Implemented and managed SEO strategies, resulting in increased organic traffic and revenue
- Continuously optimized customer journey and drove growth by improving conversion rates, AOV, and customer retention by growing subscription base.
- Monitored analytics, reported on performance, identified opportunities and gathered competitive intelligence.
- Analyzed the effectiveness of operations through analytics and identified needs based on company goals.
- Managed inventory control processes for seamless order fulfillment and customer satisfaction
- Continuously improved UI/UX to increase CR
- Managed all marketing campaigns and automations
- Monitored and tracked the performance of all marketing campaigns which led to revenue growth year over year
Education
Bachelor's Degree - Political Science
Florida International University
Miami05.2012
Skills
- Big Commerce
- Shopify
- Bizrate
- Rebuy
- Omnisend
- Freshdesk
- Skulabs
- Shipstation
- Shiptheory
- Stampedio
- Asana
- Project Management
- Software Implementations
- Fast-Moving Environments
- Analytics
- Data-Driven Recommendations
- Content and Catalog Management
- Team Communication
- Customer focused
- Problem-solver
Timeline
Business Operations Manager
Gotham Cigars/Ngg Distrbutors
07.2024 - 02.2025
Ecommerce Manager/Marketing Manager
Gotham Cigars/NGG Distributors/A1 Supplements
01.2019 - 02.2025
Customer Service Manager
Gotham Cigars/NGG Distributors
01.2017 - 02.2025
Customer Service Representative
Gotham Cigars/NGG Distributors
07.2016 - 07.2017
Bachelor's Degree - Political Science
Florida International University
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