Stephanie Flores
Winchester,CA
Summary
Accomplished Senior Operations Manager with a passion for progress and an intrinsic motivation to problem-solve looking to leverage strategic planning and data analytics skills to drive process improvement and foster a data-driven organization. Skilled in driving innovative solutions and consistently delivering above-target results, I believe transparency and strong team culture are the pillars of success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr Mgr, Support Engineering, Insights & Analytics
Checkr
04.2022 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented technical contact reason strategy and defined mechanisms for continuous feedback to enable data-driven roadmap prioritization.
- Managed large-scale Salesforce implementation
- Designed custom dashboards tailored to stakeholder needs, providing at-a-glance insights into key performance metrics.
- Something ab governance and glossary
- Led cross-functional teams in implementation of company-wide analytics data governance initiatives, fostering a data-driven culture.
- Improved 24/7 incident response processes by implementing innovative solutions, introducing automations and streamlining workflows.
- Increased overall efficiency by identifying areas for improvement and implementing necessary changes to engineering procedures.
- Developed comprehensive technical documentation to support engineering projects, enhancing team understanding and facilitating smooth handovers.
- Introduced new data schemas and internal monitoring processes in support of broader company goals
- Mentored individual team members in continuous skill development and career progression
Channel Support Program Manager
Checkr
06.2021 - 04.2022
- Established initial partner and channel support strategy at Checkr
- Led pilot tests and revised programs based on feedback and results.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Worked with internal teams to define and document user journeys, identifying areas of opportunity for cross-functional alignment and continuous improvement
- Worked with partner success and integration engineering teams to understand pain points and introduce solutions
- Maintained positive customer relationships by addressing problems head-on and implementing successful corrective actions.
- Leveraged project management processes and tools to define and execute projects.
Operations Manager
Quip
10.2019 - 06.2021
- Led CX Business Operations team of eight Sr. Specialists and Team Leads, driving a team culture focused on quality and efficiency by removing obstacles, providing guidance, and building foundational knowledge for skill and career development
- Led weekly CX business review for direct leaders to explore team performance data; identifying and eliminating root-cause barriers to productivity and quality
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established a bi-coastal communication strategy to streamline communication between the existing NYC and newly created SLC offices
- Assisted with staff planning, KPI creation, and queue management strategy- with a focus on automation and strengthening the use of data for continued improvement
Product Catalog & Partner Operations Supervisor
Walmart ECommerce
02.2017 - 10.2019
- Successfully combined two separate areas of the business to build a high-performing hybrid team, which owns both Product Catalog and Partner Support for Jet.com
- Built and supervised a new Item Maintenance queue for Walmart eCommerce, leading a team of specialists supporting both 1P/DSV and marketplace partners
- Worked with east coast counterparts to define and build key KPIs, improve existing workflows in order to boost site GMV and partner satisfaction, and overhaul the partner performance process by solidifying an order defect workflow to create both accountability and added support for partners
- Delivered live weekly business review to director and manager team to review team KPIs. Identified and analyzed KPI-impacting trends and found viable solutions.
- Handled daily escalations, specifically regarding content and inventory, SEO, API data errors and item categorization.
- Worked with the Operational Excellence team to create the L1 Solution Providers Queue; building RCA protocols, escalation workflows and improving downstream communication
- Held bi-weekly 1x1’s with each agent, with a focus on goal setting, upskilling and agent career-pathing.
Partner Integration Specialist
Jet.com
08.2016 - 02.2017
- Built and uploaded bulk SKU files for high GMV partners via Postman.
- Assisted in verifying partner settlement details using SQL + Excel.
- Suggested and implemented changes in the Partner Settlement Process. Deep dove into SKU issues and provided resolution in a timely and quality manner.
- Developed and maintained positive professional relationships with key retail partners.
- Played a key role in building out Walmart.com's first eCommerce retail partner team.
- Helped to create initial workflows for marketplace partners, DSV and 1P suppliers as well as our internal escalations team.
- Held weekly meetings with CA counterparts in order to transition retail partners into the level one support queue.
Education
University of Kentucky
Lexington, KYHigh School Diploma -
Waynesburg Central High School
Waynesburg, PA2006
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Data-driven decision-making
- Troubleshooting and problem resolution
- Documentation And Reporting
- Data Analytics
- Talent Development
- Organizational Development
- Process Improvement
- SQL
- Trend Analysis
Certification
Certified Scrum Product Owner (CSPO)
Data Science for Business Leaders- February 2023
Business Strategy and Design- February 2023
SQL for Data Analysis - April 2023
Business Writing & Technical Writing Immersion- April 2023
Transformational Leadership and Leading Corporate Culture - May 2023
edX Verified Certificate for Business Strategy from Wharton: Competitive Advantage - July 2023
Leadership Communication Skills for Influence and Impact - April 2024
Projects
Co-lead, quip Womxn in Tech AIGCo-lead, quip Womxn in Tech AIG | Jan 2020 - Jun 2021
- quip Womxn In Tech is an employee-led effort to challenge the gender imbalance in technical roles. Our mission is to connect, inspire and grow womxn technologists; helping to educate, equip and empower womxn by providing employee-led workshops quarterly to build foundational understanding of key tech concepts (IE: the basics of SCRUM, Salesforce Analytics, Looker, SQL, SaaS, etc.) and necessary skills and confidence to succeed in STEM career fields, at quip and beyond.
Oasis x Salesforce Admin Certification Training | Mar 2021 - Jun 2021
- Worked with the non-profit organization Oasis, a Haven for Women and Children in Paterson, NJ focused on improving the lives of women and children by breaking the cycle of poverty through compassionate programs designed to feed, clothe, educate and empower women and children in need. Their members are women of diverse backgrounds and limited socioeconomic resources, many of whom have been situationally reintroduced back into the workforce. Backed by our DEI funding at quip, we provided free Salesforce Admin Certification training, modified to their needs, funding for exam fees, individual assistance for exam retakes, resume and interview prep and connections to our greater professional networks (free childcare will be provided on site).
Founder, Chapter Lead + Board Member, Walmart eCommerce Womxn’s Associate Resource Group | Jan 2017 - Oct 2019
Walmart Retail Partner Operations Dept Build | Feb 2017- June 2017
Timeline
Sr Mgr, Support Engineering, Insights & Analytics
Checkr
04.2022 - Current
Channel Support Program Manager
Checkr
06.2021 - 04.2022
Operations Manager
Quip
10.2019 - 06.2021
Product Catalog & Partner Operations Supervisor
Walmart ECommerce
02.2017 - 10.2019
Partner Integration Specialist
Jet.com
08.2016 - 02.2017
University of Kentucky
High School Diploma -
Waynesburg Central High School