Outdoor

Climbing

Cornhole

Pickleball

Kickball

Noodling on my guitar

Making spreadsheets

Being at the beck and call of my 22.5 lb cat

My experience highlights over 20 years of diverse roles that center around partner and customer service/relations, after sales support, training & development and leadership collaboration. Training and development brings me the most joy. 

~ Developed tutorials and partnership guidelines for the US platform, which directly addressed pain
points for our business partners. Trained and developed new hires.
~ Maintained strong conversion rates of 35% for securing bookings, which supplied our main revenue
stream, and consistently maintained an above 90% SLA for inbound support tickets.
~ Contributed UX/UI feedback to our head of tech which resulted in meaningful website improvements,
which helped better streamline UX for our audience and business partners, effectively removing
obstacles to closing deals.
~ Provided sales support as a Business Development Manager, onboarding 30 new accounts. Was also
sole Customer Success Manager for the US platform, managing a portfolio of 150+ accounts through
peak seasons.

Customer Success / Account Manager

~ Created and implemented first company-wide Warranty Process/Department using forms,
spreadsheets, and Zendesk, which provided effective intake, tracking, reporting, transparency, and
team collaboration.
~ Recouped loss by utilizing experience, resources and by optimizing our 100+ vendor partner
relationships.
~ Recognized in 26 five-star customer reviews on Google in an 18-month period for the solutions I was
able to provide our customers.
~ Developed and implemented a Point-of-Sale Manual for each of the company’s four locations, which
provided consistency in our new-hire training.
~ Developed an intake process to capture training requests via Asana forms, which streamlined the
process and kept all pertinent info in one place.

Warranty Coordinator & POS Trainer

~ Ranked 4th (out of 60) among the seasonal team in overall performance standards.
~ Frequently exceeded orders-per-call goal of 20% with a 35% conversation rate.
~ Met and exceeded weekly expectations with regard to customer satisfaction scores and QA Evaluations
by the leadership team with my diligence, gear knowledge, empathy, patience, and responsiveness
regarding support inquiries.
~ Provided phone and email support to hundreds of incoming customer support inquiries during peak
season for the US and Canadian markets of Columbia Sportswear, Mountain Hardwear, and SOREL.

Consumer Representative I

~ Primary go to for incoming reps as a result of effective methods of time management and organization
that I employed in my day to day.
~ Made significant contributions to the field service manual based on self-developed best practices, which
set a company-wide precedent for field work and operations through exemplary tracking, reporting and
planning.
~ Proposed and streamlined tracking/reporting software (Repsly), which provided organization,
transparency, and accountability for field reps.
~ Elevated relationships and sales with 200+ retail partners through consistent engagement regarding
brand mission and product info via account visits and events.

Technical Representative (NE, MW & PNW)

~ Assisted in managing and overseeing route setting schedule using Forerunner Pro software.
~ Developed route setting manual that highlighted expectations, risk management, and guidance
regarding best practices for setting and grading.
~ Project managed a climbing competition, which generated several hundred dollars in funds for
department use.
~ Implemented routes and instructed technique clinics and belay lessons. Co-led members on outdoor
adventure trips.

Route Setter, Instructor and Trip Co-Leader

~ Created guidelines for daily standards of excellence that streamlined store operations for efficacy and
growth, which earned favorable Secret Shopper scores of over 90%.
~ Reinstated dormant social media page, boosting engagement 200%. Managed posts to effectively
communicate store happenings and seasonal offerings. Trained core staff to manage page in my
absence.
~ Performed daily operations, e.g., admin tasks, cash management, shipping and receiving, delegating
tasks to staff, training staff to serve and outfit customers, managing POS, and executing weekly
merchandising.

Assistant Store Manager

Find out detailed information about Carmella Cocchiola,  in Tigard, OR

Carmella Cocchiola: in Tigard, OR

Carmella Cocchiola

ClassBento

Next Adventure

Columbia Sportswear / SOREL / Mountain Hardwear

Oofos

University of Pennsylvania - Outdoor Adventure

Eastern Mountain Sports

Naugatuck Valley Community College