Kelcy Gears

Operations • Determined staffing requirements, interviewed, hired and trained new employees, as well as managed and assigned specific duties • Established an audit and invoice approval system for shipping accounts and suppliers • Assisted with the research, development and implementation of international shipping • Implemented fraud detection tools, procedures, and reports to reduce the fraud and chargeback rate • Created an Open Orders report to detect late, missing, or damaged inventory in our warehouse and from dropship Vendor Relations • Processed final monthly invoices for 350+ dropship designers • Liaison for 350+ dropship designers and 3PL warehouse • Established a new dropship manual to assist all suppliers Analysis • Designed weekly, monthly, quarterly, and yearly business reports for the Operations, Customer Service and Merchandising departments for the CFO and company • Worked with the CFO to determine ways to optimize processes, which minimized costs to the

• Resolving an average of 150+ email and phone inquiries daily • Consistently maintaining a QA score of 98+ • Contributing to company-wide high NPS (70+) by providing best-in-class service • Processing replacements, returns and refunds of merchandise • QA of 150+ new and current SKU's daily

• Managed two stock rooms, as well as daily shipments and the ordering of supplies • Trained incoming sales staff • Consulted on product buying based on consumer trends • Designed displays and overall shop appearance