Operations Consultant

Highly motivated professional with 25+ years working in dynamic, fast-paced environments. I have a strong background in eCommerce Customer Service, Online fulfillment, Inventory Management, Asset Management, Vendor Compliance, Fraud and Risk Management, and Social Media engagement. I have a demonstrated ability to lead, manage, develop, and grow teams and work cross-functionally.

Leadership
Performance Analytics
Communication
Process Improvement

Teambuilding/Motivation
Recruiting/Staffing
Customer/Client Relations
Claims/Billing Resolution

KPI Management
Critical Thinking
Problem Solving

Hired by Tillys Life Center to support them with improving the efficiency of their asset control and movement and to establish and oversee the daily and long-term strategic management of assets within the organization.

• Develop complete understanding of the new asset management software including all components, how they interact with each other, the environment in which they operate, and deploying the software
• Developed projected plan that included project scope, measuring progress, delegating tasks, and timeline of the project
• Ensure asset levels are performing at optimal levels physically by setting up minimum/maximum and reordering points
• Implement and update their new asset management tracking software/database with current assets
• Set up layout to optimize the use of the building's inventory space to reduce travel time for putaway, replenishment, and picking.
• Created new picking system and pick ticket for faster order picking
• Developed training guides

• Manages daily fulfillment center operations
• Plans daily staffing levels based on business needs of incoming and outgoing shipments to manage overtime
• Accountable for key operational metrics, on-time delivery, order accuracy, shipment integrity, on-time receiving of inbound freight, and inventory accuracy
• Managed returns team
• Managed fulfillment associates
• Oversaw receiving, warehousing, distribution and maintenance operations

Ecommerce Fulfillment Manager

Irvine, CA

Multiple positions held within 14-year employment: Customer Experience Manager, Ecommerce Fulfillment Manager, and Fraud and Risk Management Manager


Customer Experience Manager
Responsible for tracking customer experiences across online and offline channels, devices, and touchpoints. Received 293,000 contacts annually and maintained an abandonment rate less than 4%

• Responsible for the management of customer service agents
• Identify, monitor, and report to the executive team on relevant KPIs including ACD, chat, email, and customer incidents.
• Managed customer returns team and developed and reported on customer returns and exchanges reason codes.
•	Improved processing customer returns and exchanges turn times through aging root cause analysis.
• Managed sales and payroll budgets to achieve operating contribution
• Managed online product ratings and reviews
• Worked closely with programmers on test planning and testing tasks
• Worked closely with HR partners to ensure all positions filled timely
• Built strong relationships with Marketing, IT, Legal, Finance, Distribution teams, HR, and Store Operations to support customer service issues
• Key contributor in the launch of customer pick up, ship to store, ship from store and direct to customer initiatives
• Assisted in the implementation and creation of oracle's knowledgebase for web self-service
• Monitored performance on Oracles web self-service and reported on session use and areas that need improvement
• Worked with Marketing on social media strategies and customer engagement
• Managed DTC, CPU and SFS customer experience program by working with district managers and reporting weekly on all issues and customer feedback to the executive team resulting in improved and increased customer satisfaction.


Fulfillment Manager
Responsible for day-to-day operations of 90,000 -square-foot distribution center, including all processing functions and facility management. Shipped over 11,024,000 units, annually. Led 4 senior supervisors, 3 operational supervisors, and 400 full-time hourly employees across 2 shifts.

* Create, identify, monitor, and report on relevant KPIs
* Drove down distribution center costs by optimizing operation processes through improved labor planning tools.
* Deployed a multi-shift strategy to reduce overtime expenses and improved speed-to-market.
* Reduced merchandise returns and store transfer damages through QA enforcement.
* Ensure lightning-fast and accurate fulfillment.
* Managed store-to-store inventory transfers.
* Used inventory slotting strategy to optimize the use of the building's cube space and to reduce travel time for putaway, replenishment, and picking.
* Successfully managed special projects such as physical inventory.
* Coordinated with staffing agencies on all candidate interviews during the hiring process, finalized approval to hire and performance appraisal.
* Oversaw installation of an e-commerce fulfillment project. Completed project on time and under budget, with system enhancements doubling production efficiency and improving order shipment compliance.
* Led staffing and product transition plan to a new warehouse
* Worked closely with COO, VP of Distribution and founder along with 3rd party global technology leader to create and design new DC application systems including the design of the pick, pack, receiving, putaway, cycle count, transfer, and wave process.
* Managed inbound freight, distribution center operations and outbound freight

Fraud and Risk Management Manager
Responsible for monitoring real time queues and identify high risk transactions. Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks. Maintained a chargeback rate less than 1%


• Monitors account activity to detect account take over
• Monitored employee activity to detect possible employee theft.
• Identify areas for increased security procedures and make recommendations/improvements to the VP of Loss Prevention.
• Ensure timely verification/approval of valid orders.
• Monitored and fought incoming chargebacks
• Works closely with the supervisor and manager to improve customer service-related operations.
• Led transition project to move in-store Loss Prevention and Online Fraud and Risk Management Department into one interconnect department
• Monitored gift card/electronic gift card activations, redemptions, reconciliations, and fulfillment.
• Monitored payment gateway activity such as response codes and identify potential issues.
• Review customer database to discover patterns in large data sets to predict fraud
• Created an excel fraud dashboard that reported on various fraud metrics including chargeback rate, cancellations, insult rates, lost in transits.
• Present metrics to executive team

Customer Experience Manager, Ecommerce Fulfillment Manager, and Fraud and Risk Management Manager

Find out detailed information about Heather Woodbury, Operations Consultant in Fountain Valley, CA

Heather Woodbury: Operations Consultant in Fountain Valley, CA

Heather Woodbury

TILLYS LIFE CENTER

Windsor Fashions

TILLYS LIFE CENTER

Goldenwest College