Stephanie Feder
Delray Beach
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Focused facilitator with over 15 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
17
17
years of professional experience
Work History
Director of Operations
(Name Withheld)
11.2023 - Current
- Directed day-to-day operations of a startup ticketing agency, ensuring seamless service delivery and client satisfaction
- Developed and maintained strong relationships with marketplaces and partners to ensure smooth ticketing operations and grow business opportunities
- Provided developers with comprehensive instructions for the development of key programs and initiatives, ensuring all aspects aligned with operational goals and market demands
- Leveraged ticketing software and analytics tools to monitor sales trends and improve gross profits
- Ensured order fulfillment and compliance with industry standards and regulations
Transaction Coordinator/Closer
Cash Buyers Network LLC
09.2021 - Current
- Negotiate and re-negotiate with homeowners and homebuyers
- Manage and track the construction teams on flips and repair projects
- Coordinate with vendors and construction teams alongside and in place of a Project Manager
- Hire legal counsel to take transactions through legal challenges on the path to closing
Office Manager
Cash Buyers Network LLC
09.2020 - 09.2021
- Provide support to sellers and buyers to facilitate the purchase and sale of homes
- Ensure the completion of the closing process by supplying any necessary documentation
- Vendor management
- Accounts Payable
- Acquisition and Disposition assistant, successfully acquired and disposed several sales without assistance
Assistant Director of Operations
Dynasty Sports & Entertainment
01.2020 - 08.2020
- Create and refine documentation for SOPs regarding operations, order fulfillment and buyer/seller compliance
- Outline and refine the process for vendor onboarding
- Develop daily KPIs for operations team
- Provide context and direction for developmental efforts to improve internal and external tools
- Responsible for organizing company events and tradeshows as well as off-site fulfillment centers for customers for high end events
- Managing a team of 15+ responsible for event creation, order fulfillment, client support and other clerical task work
Senior Office Manager
Sunrise Northeast
04.2019 - 12.2019
- Company Overview: non-profit healthcare agency
- Managed all day to day operations at the central office for a non-profit healthcare agency including all human resource functions, vendor relationship management, contract writing, accounts payable/receivable and other special projects
- Responsible for human resources functions, time card approval, payroll deductions, new hire onboarding, evaluation management, training, terminations, bargaining unit reporting, leaves of absences and OSHA reporting
- Financial management; check issuing and monthly reconciliation via QuickBooks, budget adherence and purchase reconciliation
- Developed a shared resource for information to be visible to managers out in the field
- Responsible for vetting and hiring vendors in accordance with non-profit regulations and maintaining relevant insurance and licensing documentation for each vendor in use
- Managed on-site and off-site construction projects such as roofing, landscaping and mold/flood damage remediation
- Managed fleet of 35 vehicles including maintenance scheduling, registration, renewal and decommissioning
- Responsible for organizing company events and fundraisers for both employees and clients under set budgets
- Responsible for social media postings and creation and procurement and distribution of marketing materials
Operations Assistant/Consultant
TicketVault LLC
02.2019 - 12.2019
- Reviewed new products and offered feedback to developers
- Contacted clients to learn their needs to discuss in development meetings
- Responded to calls and emails from marketplaces and clients regarding a variety of needs from order related to requesting new functionality
Business Operations Manager - Fulfillment Division
TicketNetwork
09.2014 - 12.2018
- Managed the daily operations of a high volume e-commerce fulfillment business
- Including all aspects of management oversight for a division that grew from 5% to 65% of the retail business during my tenure
- My direct reports grew from 4 to 35 reports
- Managed employees at 3 different levels: supervisor, leads and associates
- Managing the team included hiring, training, scheduling, forecasting staffing needs, performance evaluation and termination
- Departmental responsibilities include order fulfillment, customer service phone calls and emails, accounts payable/receivable, account collections, loss prevention and chargeback resolution/mitigation
- Developed KPIs for each level of the organization
- Measured and improved vendor satisfaction by roughly 25% through call campaigns and surveys
- Marketed new features, new programs, communicated new policies to and maintained healthy business relationships with vendors
- Implemented a variety of customer service methods that increased positive purchasing experiences, ensured timely delivery and reduced business losses due to chargeback
- Overhauled processes to reorganize workforce efforts, drive efficiency and improve productivity to allow the business to scale further
- Developed as well as trained managers on how to create reporting in Tableau that created additional fail safes
- Conceptualized and developed a resolution process to procure replacements for failed orders to improve buyers' experiences
- Allowed for an increase in success rate from 92% to 97% of orders
- Researched and implemented methods to improve success against chargebacks and fraudulent purchases
- Instrumental in launching an internal fraud review department
- Contributed to and gave context for technical development to improve internal functionality leading to improved customer service and 15% combined reduction in calls/emails from customers
Senior Compliance Associate
TicketNetwork
05.2008 - 09.2014
- Liaised between departments and operating units in the resolution of day-to-day administrative, operational support activities of various business units and operational challenges
- Executed projects based on Supervisor-directed goals; provide follow-up to ensure consistency and task completion; provide leadership, assist staff as needed and streamline activities for greater productivity
- Supported direct supervisor and other upper level management including directors, VPs and CEO, with various administrative tasks such as scheduling meetings and drafting interdepartmental and externally facing correspondence including company policy announcements
- Created and implemented interdepartmental training to new employees on the company policies/procedures relating to vendors and buyers
- Main point of contact both internally and for vendors regarding compliance, policy and billing related inquiries
- Regulated the accuracy of the company's vast ticket exchange thus reducing the liability of the company by limiting listing errors
- Communicated the assignment of penalties to vendors for noncompliance and escalated issues while maintaining a strong business relationship with those being penalized
- Mediated all vendor to vendor disputes; corresponded with vendors regarding current and new policies and procedures
Education
Business Management
South Eastern College
05-2026
06.2025
Skills
- Process Improvement
- Leadership and Team Development
- Strategic Planning
- Vendor and Client Relationship Management
- Cost Control, Capital Budgeting
- Effective communication
- Versatile Multitasking
Program Proficiencies
- Microsoft Office Suite
- Salesforce
- Zoho
- Sharepoint
- Quickbooks
- Tableau
- Zendesk
- Monday
- Go High Level
Timeline
Director of Operations
(Name Withheld)
11.2023 - Current
Transaction Coordinator/Closer
Cash Buyers Network LLC
09.2021 - Current
Office Manager
Cash Buyers Network LLC
09.2020 - 09.2021
Assistant Director of Operations
Dynasty Sports & Entertainment
01.2020 - 08.2020
Senior Office Manager
Sunrise Northeast
04.2019 - 12.2019
Operations Assistant/Consultant
TicketVault LLC
02.2019 - 12.2019
Business Operations Manager - Fulfillment Division
TicketNetwork
09.2014 - 12.2018
Senior Compliance Associate
TicketNetwork
05.2008 - 09.2014
Business Management
South Eastern College
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