Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kade Percy

Los Angeles,CA

Summary

Experienced Director of Operations with technical expertise and a strong grasp of customer support and compliance. Skilled in optimizing processes and driving growth.

Overview

5
5
years of professional experience

Work History

Director, Business Operations

Complex
09.2023 - Current
  • Directed and scaled global teams responsible for Seller Operations, eCommerce, and Vendor Compliance
  • Led the planning and execution of roadmap initiatives, including C-suite communications and comprehensive progress tracking
  • Managed large datasets and developed executive-facing Tableau dashboards to provide visibility into revenue, fulfillment, and overall operational performance
  • Improved support workflows, achieving 85% CSAT and reducing response time by 60%
  • Oversaw the development of API integrations for enterprise-level partners, leveraging deep technical knowledge of processes and backend architecture

Manager, Technical Operations

NTWRK
03.2022 - 09.2023
  • Led go-to-market execution for major feature rollouts, refining product strategy through user acceptance, testing, and data collection
  • Developed and maintained a seller knowledge base, reducing ticket volume
  • Streamlined cross-functional workflows to align Product, Engineering, and Operations on updates and goals
  • Pitched seller incentive programs to executives, that once implemented resulted in a 65% increase in brands onboarded

Lead, Customer Service

NTWRK
11.2020 - 03.2022
  • Oversaw global customer support, managing day-to-day execution of tasks and departmental performance
  • Monitored and maintained the health of the support desk, optimizing performance and ensuring timely resolution of customer inquiries
  • Collaborated with cross-functional teams to align support strategies with business objectives, improving overall service quality and customer satisfaction
  • Resolved over 200 tickets per week

Education

Bachelor of Science -

University of California, Berkeley
Berkeley, CA

Skills

  • Strategic planning and execution
  • Organizational development
  • Project Management
  • Leadership
  • Product Operations
  • Customer Service
  • Duties and Tax Compliance
  • GDPR, PII, Data compliance

Timeline

Director, Business Operations

Complex
09.2023 - Current

Manager, Technical Operations

NTWRK
03.2022 - 09.2023

Lead, Customer Service

NTWRK
11.2020 - 03.2022

Bachelor of Science -

University of California, Berkeley

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Kade Percy