Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

STEFANIE MOTTOLA

Kent,WA

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

34
34
years of professional experience

Work History

Manager, Merchandising & Vendor Support

Zulily
03.2012 - 10.2023
  • Managed 25 direct reports with multiple role types focused on providing support to the Merchandising organization and Zulily vendors within established timelines.
  • Established team priorities, set performance goals and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Elevated metrics to enhance analysis of department performance to identify areas of improvement and make necessary adjustments
  • Laser focused on innovation and process improvement to increase efficiency, raise quality standards, and expand job scope.

Manager, Sample Coordinating

Zulily
  • Managed and motivated a high volume production team to be productive and engaged in work.
  • Executed all aspects of performance management, career development and recruiting.
  • Drove efficiency gains through innovation and process improvements including introducing barcodes to receive and track samples, implementation of high volume steam tunnel, and reorganization of work space
  • Developed team metrics to understand individual and team performance
  • Created reporting of performance metrics for the department to understand capacity and output of the team.

Studio Manager, Product Photography

Zulily
  • Drove high volume production of product level photography for Zulily's website through effective management of professionals (Photographers, Stylists, Leads, Studio Coordinators).
  • Supervised studio staff for timely, accurate and high-quality task completion
  • Executed all aspects of performance management (1:1s, performance/quality reviews, and career development).
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Supervisor, Customer Service

Zulily
  • Managed 37 direct reports comprised of multiple role types who's objective was meeting and/or exceeding CS success metrics (productivity, quality, and attendance).
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Responsible for recruiting, interviewing, and hiring world class CSRs
  • Analyzed performance metrics to drive team results and cost saving measures.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.

Lead, Customer Service

Zulily
  • Supervised team members to confirm compliance with set procedures, production target of 8.5 customer contacts/hour and minimum 75% quality rating requirement.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Participated in interviewing, hiring, and on-boarding of CSRs.

Customer Service Representative

Zulily
  • Delivered exceptional customer experiences to Zulily customers by leveraging extensive knowledge of processes while balancing the needs of the business with a fair resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Trained new personnel regarding company operations, policies and services

Housing Coordinator

St. Stephen Housing Association
03.2009 - 03.2012
  • Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-ins and move-outs.
  • Conducted home and apartment inspections to identify safety issues and needed repairs.
  • Assisted in grant writing to increase funds for organization

Lead/Supervisor, Large Law Firms, West Region

LexisNexis
09.1989 - 12.2008
  • Provided analytical support to market area VP and sales managers which included sales performance analysis, client contract analysis, and expense/budget management
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted training sessions and presentations for all new processes, reports and procedures
  • Assisted with workload management, performance management and career development.

Sales Support Administrator/Sr. Sales Support Administrator

LexisNexis
  • Provided administrative support which included performance analysis, contract tracking and processing, and resolution of customer issues
  • Awarded Team Player Award in 2002
  • Awarded Sales Support Administrator of the Quarter, Q2 2005
  • Awarded Sales Support Administrator of the Year, 2005

Office Administrator I/Office Administrator II

LexisNexis
  • Responsible for local management of Seattle, Portland and Salt Lake City offices
  • Recipient of the Western Region Teamwork Award

Sales Assistant

LexisNexis
  • Provided general administrative assistance to the Seattle sales team which included Government, Law Schools and Large Law firms.

Receptionist/Switchboard Operator

LexisNexis
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phones promptly and directed incoming calls to correct offices.
  • Selected first Los Angeles Administrative Team's Employee of the Month in 1990.

Education

High School Diploma -

Renton High School
Renton, WA

Skills

  • Performance Management
  • Staff Development
  • Team Leadership
  • Strategic Planning
  • Complex Problem-Solving
  • Verbal and Written Communication
  • Operations Management
  • Engagement Driver

Accomplishments

  • Organized and executed Zulily sample sales which raised $2M in donations and in-kind donations for Seattle Children's Hospital and Ben Towne Center to support childhood cancer research.
  • Recipient of the Outstanding Employer Award for creating a program to employ clients of Northwest Center.
  • Nominated and received the 2 highest recognition awards for Zulily employees

Timeline

Manager, Merchandising & Vendor Support

Zulily
03.2012 - 10.2023

Housing Coordinator

St. Stephen Housing Association
03.2009 - 03.2012

Lead/Supervisor, Large Law Firms, West Region

LexisNexis
09.1989 - 12.2008

Manager, Sample Coordinating

Zulily

Studio Manager, Product Photography

Zulily

Supervisor, Customer Service

Zulily

Lead, Customer Service

Zulily

Customer Service Representative

Zulily

Sales Support Administrator/Sr. Sales Support Administrator

LexisNexis

Office Administrator I/Office Administrator II

LexisNexis

Sales Assistant

LexisNexis

Receptionist/Switchboard Operator

LexisNexis

High School Diploma -

Renton High School

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STEFANIE MOTTOLA