Kyle Johnstone: Senior Operations Manager in West Hollywood, CA

• Management of US business reporting to the global CEO (Hong Kong based) • Leading a team of 12 (Sales, Marketing, Logistics, Customer Service) • B2B account management including Kohls, Bed Bath & Beyond, Costco, REI • B2C strategy including Amazon & direct to consumer (Ecommerce) o Increased Amazon sales 5x since 2018 to $1.5M o Moved $500K budget to marketing to drive B2C strategy for 2020 to increase profit margins • Oversee full 3PL fulfillment & management with TRM Services o Lead transition to new fulfillment facility in Illinois which reduced freight cost and cut down shipping times. o Maintain operations and accuracy, coordinate international freight forwarding. • Inventory management & forecasting o Integrated systems that brought fulfillment accuracies to 99.4% o Reduced inventory hold by streamlining production quantities and reducing SKU count to best sellers. Reduced SKU count by 25% and reduced turnover rate from 12mo to 6 mo. • Integrated new CS system (Gorgias), developed and implemented CS best practices, integrated intercompany communication system (Slack) o Created 24hr CS team which resulted in an increase of 40% in customer satisfaction and retention • Maintain accuracy and punctual processing, integrated new shipper for goods to cut down dim charge • Full vendor management including domestic production facilities, warehousing, fulfillment, inventory, project management • Reporting: Financial, analytics, budget, inventory, team KPI's and senior management presentations Write Brain World (an educational toy retail startup company, launch date July 1st, 2014 at 2 million dollars)