Marla Sachs: eCommerce Operations Analyst in Henderson, NV

By adapting to the ever-changing needs of the business and customer landscape, I grew digital adoption, including sales and online payments 600% over the past 6 years • Serve as eCommerce Subject Matter Expert and trusted advisor, driving digital adoption in an Omni-channel environment by owning challenges and working with cross-functional teams to deliver best-in-class customer experiences • Create and implement a digital transformation strategy, including overhauling best practices within my territory • Designed playbooks and created standardized eCommerce operations best practices (SOPs) with supporting business requirements and documentation, delivering an improved streamlined, and consistent experience with a clear path to meet business objectives • Constantly evaluate existing processes to identify gaps and ensure they are the most efficient and effective methods and appropriate for the situation • Engage with internal stakeholders and business users understand business needs and propose optimal “to-be” processes and solutions to business users and leadership • Influenced corporate-level change, improving the internal eCommerce training experience • Identify and analyze user requirements, procedures, and problems to improve existing processes • Proactively monitor and measure eCommerce KPIs to identify opportunities for improvement, optimization and efficiency across all areas of the eCommerce landscape • Conduct root-cause analysis and lead problem-solving efforts to identify solutions and counter-measures to remove pain-points in the customer journey and create a frictionless online experience • Partner with cross-functional teams in to generate insights around technology features and functionality to advance business strategies • Contribute to the vision of our digital offerings by making recommendations that support the customer needs while trading off between business needs and technological constraints • Act as the Voice of the Customer and make data-driven decisions to advocate for the prioritization of stakeholder requests, initiatives and programs • Present reports, and develop and lead functional demonstrations to associates at all levels of the organization

• Instrumental in the record-breaking growth and development of Airgas.com West Region increasing eCommerce revenue in my territory by over 188% over a 27 month period • Developed and lead eCommerce solutions functional demonstrations and user training • Implemented procedural changes to streamline the West Region Airgas.com registration process • Provided detailed information about technical issues to internal teams for resolution • Participated in website user acceptance testing by providing detailed documentation of identified bugs • Review eCommerce orders to ensure prompt, complete order delivery • Engage regional leadership to drive support and adoption of Airgas eCommerce solutions • Identify and re-engage customers who stopped ordering online to regain their online business • Provide reports to regional leadership on the status of West Region registration engagement • Primary point of contact for Airgas sales force to immediately resolve customer issues