Jennifer Ma Operation Stragist And Team Support

I am an experienced customer service/E-commerce professional trained in operational strategies. Quick and creative thinking has become a staple throughout my more than 15 years of experience in high-demand and fast-paced industries. I have worked with companies of various magnitude and have been able to find the most cost effective ways to markedly enhance logistic processes while motivating my teammates to strive achieve a level of excellence.

Education

University of California, Riverside, CADouble Major - Political Science/Administrative Studies and Sociology, June 2010

University of California, Irvine, CACoding Bootcamp Certification, December 2017

Employment History

CEO/Web-Designer– Krypton Development2017 to current

Design brand websites on WordPress for entrepernuers and corporations
Consults with clients on what is now and what is next for their products and services
Develop web and mobile applications
Collaborated with other entrepnuers in the coaching and speaking space to speak about teaching various tech topics
Provide strageries to personal brand entrepenuers on how to develop their YouTube platform and approach brands

Community Support– Sean Cannell TeamApril 2017 to February 2018

Developed and oversaw customer service infrastructure
Responded to and engaged with potential customers on social media platforms
Updated and maintained websites and courses on Kajabi
Communicated with new and existing brands to acquire sponsorships
Designed and implemented systems to automate day to day processes

eCommerce Manager– Fovitec November 2014 to April 2017

Designed, implemented, and managed the relaunch of Fovitec.com eCommerce platform from ASP.net Storefront to Shopify. This reduced operating expenses by more than 50%, increased traffic site by 50%, and upgraded our platform to allow us to manage it in-house
Managed and executed eCommerce strategy to drive revenue for new product launch leading to a 165% increase in revenue
Directed forward-thinking eCommerce strategies to deliver innovative online experiences for promotions that grew conversion rates (CR) from 0.5% to 1.12% that resulted in a 40% increase in revenue
Aligned with Operations to forecast web traffic, anticipate web sales and allocate inventory to sales channels accordingly
Project managed the digital sales, marketing, and branding campaigns across channels between both internal teams and external 3rd party partners to ensure accurate and timely cohesion of digital initiatives and branding strategies

eCommerce Content Specialist – Anna's LinensSeptember 2011 to November 2014

Managed and curated all content of the eCommerce business, including website content and SEO optimization
Quantitatively analyzed campaigns and programs designed to optimize customer retention, website personalization, marketing and other promotional activities
Contributed to implementing improvements to online consumer experience and customizability eCommerce Operations
Increased back-order save-rate by 70% by noting trends in customer complaints regarding user experience
Remedied logistic problems with SKU’s and CRM management by collaborating across departments for technical expertise

Technical Skills

Core Specialty

Customer Service
Operation Development
Problem Solver
Website & Sales Analysis
Project Management
Web Development
Team Management

Extensive Experience

Customer Service Retention (Zendesk)
Website Build (WordPress, Javascript, HTML, CSS, Shopify)
Email Marketing/CRM (Converkit, MailChimp, GetResponse)
Landing Page Build (Leadpages, Kajabi, Divi Theme, SamCart)
Payment Systems (Stripe, PayPal, Authorize.net)
Scheduling System (Calendly, Acuity)
Course Management System (Teachable, Kajabi)

Proficient in Systems & Platform

Facebook Bots (ManyChats, ChatFuel, Facebook Native)
Marketplaces (Amazon, eBay, Etsy)
Project Management (Trello, Asana, Basecamp, Wunderlist Evernote)
Inventory Mangement (StitchLabs, RetailOps)