Tyler Kiesel
Herriman,UT
Overview
12
12
years of professional experience
Work History
Growth Account Manager
Walmart.com
05.2022 - Current
- Managed top growth ETS GMV book of business ensuring high level of seller satisfaction and retention, resulting in $25.8M annually in ETS GMV, achieving a 44.8% increase from last year.
- Increased cell phone sales by 50% YoY through innovative seller management and executing key assortment initiatives cross functionally.
- Onboarded and guided BD reactivated account YYWireless to top Seller in Wireless Growth segment at $3M YTD and an increase of 10578% growth YoY.
- Collaborated on key category initiatives including Resold, Duplicate Removal, Samsung International listings, Locked Devices Reimbursement Pilot to improve seller and customer experience.
- Owned the Flash Deals manual plug in process for the Wireless category to ensure top wireless items participate resulting in $54M FD Net GMV.
- Boosted WFS implementation by driving the 2nd most targeted sellers in ETS to complete and utilize the program.
- Serving as the ECW Analytics SME to collaborate on the education of current reporting and to enhance the data and training to SAMs and GAMs
Rights Owner Specialist
Walmart.com
06.2021 - 05.2022
- Answered inquiries from internal business partners and marketplace sellers related to intellectual property and enhanced vetting
- Removed infringing items and communicate with sellers and claimants on actions taken.
- Reviewed reported sellers listings to determine the validity in the claim or system ruling to ensure legal requirements are met appropriately
- Navigating multiple interfaces to acquire the pertinent information related to supplier validation for vetting.
- Conducting thorough investigations to gain insight on the intellectual property claims which include copyright, trademark, counterfeit and patents
Partner Performance Specialist
Walmart.com
04.2019 - 01.2021
- Collaborate with sellers to improve key performance metrics such as on-time delivery and cancellation rate to improve overall customer experience
- Analyze large quantities of data to identify areas of improvement for marketplace performance and other parts of partner services make decisions that drive value
- Monitor end to end partner performance such as order defect rate, on time shipping, valid tracking and relationship success
- Manage and oversee minimum of 25 partners implementation of performance and customer solutions by promoting best business practices to drive sales while also creating best possible shopping experience
- Performed weekly business review meeting to go over week over week progress, trends and blockers for category specific marketplace sellers with corporate counterparts
Social Media Lead
Jet.com
05.2018 - 05.2019
- Coached and provided agent support needed for Social Media team to maintain team of high performers
- Provided monthly agent development plans to outline every agents goals, career development and coaching or behavioral trends
- Performed and helped incorporate quality assurance on Social Media interactions to ensure high level of quality and support while maintaining goals of scores of 98% or higher
- Interviewed and trained new hires to Social Media team
- In constant contact with corporate office to communicate any trends that are experienced based on marketing, city grocery and customer retention
Collections Specialist
Discover Financial Services
08.2013 - 09.2014
- Worked in call center environment handling manual and automatically dialed outbound calls
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods
- Developed soft skills in speaking with customers who are going through difficult financial hardships
- Collected payments on delinquent accounts with high success rate to make monthly incentive bonuses
Member Service Representative
Jet.com Inc.
10.2016 - 03.2017
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Educated customers with order and account inquiries, provided website trouble shooting steps and general questions
- Analyzed and escalated systemic feedback and grievances to designated departments for review and response
Social Media Specialist
Jet.com
03.2017 - 05.2018
- Responded to current and potential customers on public facing platforms representing the company.
- Handled highly escalated customers by utilizing creative and out-of-the-box resolutions.
- Monitored multiple social platforms and review sites simultaneously while maintaining QA scores of 95% and higher.
- Conducted Social Media shadow sessions and training to educate agents interested in joining Social Media department
Education
Bachelor of Science - Political Science
University of Utah
Salt Lake City, UT12.2015
High School Diploma -
West Jordan High School
Salt Lake City, UT2010
Skills
- Account Management
- Data Analysis
- Prioritizing workflows
- Experience with Intellectual Property, fraud/risk
- Problem solving and investigational skills
- Tactical planning
- Seller Development and relations
Additional Information
- Walmart Making the Difference Award
- Walmart Partner Performance Spotlight Award
- Worked in House of Representatives Constituent Services during 2016 Legislative Session
- Coached Basketball at West Jordan High School (2012-2016)
- Achieved GPA to Make the Dean's List
- Received University of Utah Achievement Award and Scholarship
Timeline
Growth Account Manager
Walmart.com
05.2022 - Current
Rights Owner Specialist
Walmart.com
06.2021 - 05.2022
Partner Performance Specialist
Walmart.com
04.2019 - 01.2021
Social Media Lead
Jet.com
05.2018 - 05.2019
Social Media Specialist
Jet.com
03.2017 - 05.2018
Member Service Representative
Jet.com Inc.
10.2016 - 03.2017
Collections Specialist
Discover Financial Services
08.2013 - 09.2014
Bachelor of Science - Political Science
University of Utah
High School Diploma -
West Jordan High School