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Consumer Service Supervisor | Osprey Packs

Logistics, Shipping & Operations

Sustainability-focused professional with an Outdoor Industry MBA focused in Sustainable Product Development. I have experience in sales, customer service, buying, fine art consulting, and operations management. Skilled in project and people management, account management, and timeline management, I excel in driving results through collaboration, critical thinking, and clear communication. A reliable and professional leader, I thrive in fast-paced environments and am committed to delivering results while fostering strong relationships.

As the Consumer and Dealer Service Supervisor, I lead our teams’ management, development, and performance tracking. Collaborating closely with leadership, I ensure a structured coaching environment that equips employees with the necessary resources to excel in their roles. I focus on achieving yearly metrics through effective scheduling, support, and continuous improvement initiatives.

In my role, I monitor service levels, track individual agent performance, and provide monthly feedback to foster professional growth. I also oversee attendance management, approve time-off requests, and participate in the hiring process, ensuring comprehensive training for new and existing team members. This includes leading quarterly evaluations and implementing disciplinary actions when needed.

Notably, I’ve successfully assisted in the implementation of seven new systems during my first year with Osprey/Helen of Troy and took on the management of a second department, Dealer Services, just five months into my tenure. This experience has honed my ability to identify opportunities for team improvement and streamline operations. I actively coordinate training on new products and processes, addressing both consumer and employee-facing issues to enhance overall service quality. My commitment to communication and collaboration ensures our team consistently exceeds consumer and account expectations.

Consumer Service Supervisor

-Manage and train the sales floor staff
-Sales and rentals of stand-up paddleboards, rafts, and kayaks 
-Tag, stock, and merchandise new inventory

Sales Floor Manager

-Worked alongside owner/head of production to oversee general operations 
-Completed various PR/marketing projects, from executing content photoshoots to acquiring feature pieces in Expedition Portal & the Durango Herald 
-Executed and worked all Hower Built events 
-Oversaw all client and vendor/account communication  
-Drove the creation and launch of the new Hower Built website 
-Implemented process improvements and created various integral documents/policies, including but not limited to; warranty, customer contract, camper build sheet, and camper user manual.

Operations Manager

-Assist clients in building their artwork collection by finding pieces for their space, or the perfect investment piece
-Work directly with artists to create commission work for clients
-Manage inventory and curate gallery walls between five galleries that sell abstract, contemporary, masters, and pop art
-Sold over $500k of artwork in 7 months at the gallery

Fine Art Consultant 

-Oversaw Rockies, Pacific Northwest, and W Canada territories, 70%+ of DPS's revenue 
-Managed key accounts and vendor requirements 
-Worked along side product and supply chain team in weekly product meeting reviewing delivery, customer feedback, materials and product development
-Responsible for inputing preseason orders, allocating inventory, and communicating with dealers
-Delivered sustainability, DEI initiatives, and marketing assets to dealers/key accounts 
-Tested products before bringing them to market 
-Frequently traveled with the VP of Sales and Marketing to support sales reps with sales meetings and demo events

Sr. Dealer Services Rep

-Responsible for inputting preseason orders, allocating inventory, and communicating with dealers

Dealer Services Coordinator

I completed my MBA capstone project with Checkerspots ski brand, WNDR Alpine. The purpose behind this MBA capstone project with WNDR Alpine was to enhance the brand's sustainability initiatives through the completion of internal and external projects. The different tasks involved topics such as repurposing post-production waste, footprint reduction, goal alignment, and marketing. The project focused on four specific assignments; waste diversion, pursuing B Certification, creating a Sustainability Action Plan, and launching a responsibility tab on the WNDR Alpine website. This capstone project benefited WNDR Alpine by helping the brand work towards its sustainability-related goals. It showcased the advantages of increasing environmental stewardship in the outdoor industry, specifically the ski manufacturing industry, by showing the many areas of a business that can profit from positive environmental modifications.

Sustainability Intern

-Apparel and footwear buyer.
-Attended 2019 & 2020 SIA on-snow demo and buying show for the store.
-Attended 2019 SIA/OR show as an assistant buyer.

Buyer

-Sales and rentals of stand-up paddleboards, rafts, and kayaks. 
-Tagged, stocked, and merchandised new inventory. 
-Shipped and facilitated freight, FedEx, and UPS shipments daily. 
-Oversaw stores warranty and repair department.

Warranty Specialist & Sales Associate 

-Sales and rentals of backcountry skis, cross country skis, and skate skis. 
-Stocked and merchandised new inventory.

Sales Associate

-Helped all customers where needed to ensure an exceptional experience whether fitting them to skis or helping them find the perfect ski attire. 
-Assisted with receiving, imputing, tagging, and merchandising new inventory.
-Helped grow and transform social media for the store.
-Attended SIA/OR show as buyer for summer 2015 season, winter 2015-2016 season, winter 2017-2018 season, and winter 2018-2019 season.

Manager and Buyer

-Grew and harvested food for the Turtle Lake Café, farmers market booth, and wild food CSA. 
-Designed and created all of the gardens on the farm. This involved weeding the gardens, coming up with different garden designs, seeding the gardens, and daily upkeep of the gardens. 
-Ran farmers market booth every Saturday, where we sold all the products made at the café, which would range from kombucha to vegan wild weed truffles to amaranth cocoa granola.

Organic Farmer

-Helped all customers where needed to assure they had an exceptional experience whether fitting them to skis or helping them find the perfect ski attire. 
-Assisted with receiving, imputing, tagging and merchandising new inventory.
-Helped grow and transform social media for store.

Saren Yater-Wallace is a Consumer Service Supervisor at Osprey Packs, Inc. in Hesperus, Colorado.

Saren Yater-Wallace

Saren Yater-Wallace

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