Carrie Forbes
Admin Ops Manager · Stio
Salt Lake City, UT
In My Own Words
Outdoor Industry Ecomm operations manager, specializing in distribution and logistics. Outdoor guru and enthusiast!
Work Experience
Admin Ops Manager
Stio2021 – Present
Utilize thorough knowledge of internal systems to identify potential issues, problems and manage solutions and recommendations from identification to resolution Point person for Distribution Center(s) daily communications, reports, and work with ops team members to ensure proper functioning of the warehouse ensuring proper SLA Oversee and manage Stio’s Warranty program, including processing of warranty returns/claims, warranty reporting, and communication with Product Development Team on recurring product issues Manages Stio’s E-Comm returns process, from processing of returns to communication and organization with Distribution Center(s) returns process ensuring timeliness of SLA’s Organize return analytics to ensure all returns are processed at DCs Work with Finance Team to ensure proper procedures are followed and maintained Manage and monitor all E-Comm order fulfillments to ensure on time delivery Assist accounts and operations departments with identifying managing, and resolving systemic discrepancies Manage and train team members of Admin Ops Team
Customer Operations Lead
Cotopaxi2020 – 2021
• Assist customers with inbound questions regarding product, shipping logistics, company field questions, etc., via phone, email, chat, and text functions. Average ticket handle is 45/day with an 84% CSAT score. • Generate and present data synthesis to CX management and COO using Kustomer’s reporting function. Reports summarize and offer insight on department metrics ranging from inbound ticket management and ticket classification, to product details and mishaps. • Project-based help with Cotopaxi’s Wholesale team. Recent work includes a tax audit and update and input on all retailers nationwide.
Head of Procurement and Operations
Kiln.2018 – 2020
Kiln is a high end start up in the coworking space. Privately Seed funded and led by a seasoned executive team, we are breaking the mold for what coworking is all about. In my time at Kiln, I successfully opened three locations in Utah, all of which are at or near full capacity. • Employee #1 hired by the CEO to assist with early stage start up activities • Reporting to the COO, I oversaw all procurement and operations across two locations and 100,000 square feet of coworking space. • Responsible for budget of $3.0M per location and FF&E spend of $400,000 per location. I worked directly with vendors to negotiate trade discounts and partnerships. • Created Kiln's Purchase Order structure/policy and manage/process all POs • Accountable for developing and disseminating operational policies and procedures for our Lehi and SLC sites, and for future Kiln sites state wide and nationally as we expand. • Responsible for training Community Managers, Event/F&B Managers, and Community Associates on Kiln's operations and community outreach • Oversaw all selection, installation, and management of Data/Wifi for all spaces. Select, implement, and train staff on all digital platforms used.
Project Manager
Serenity Development Inc2019 – 2019
- Wheelhaus 200 unit Tiny-Home Build • Set timeline for project to ensure completion date is on schedule for client • Ensure deadlines are met by arranging deliveries and orders to job site for contractors and subs to install • Maintain daily logs and inventory by recording daily progress and events for each project • Manage budget of roughly $3.5M distributed in series-draw schedule format
Operations and Sales Manager, Corporate Headquarters Location
Serendipity Labs2016 – 2017
• Reporting to the COO, I oversaw daily operations of a 7,000 sqft. facility and its staff. • Assisted in openings of two additional locations in the Tri-State area totaling 60,000sqft in an eight-month span • Maintained, created, and approved all purchase orders for operational, marketing, and sales needs at the local level. This represented $1 million in annual spend. • Lead sales agent for office space, designated workstations, and coworking space. • Established relationships with companies to hold regular events/meetings within space and coordinate events delivery from planning to catering and staffing.
Member Services Representative, Procurement, Accounts Receivable
Fly Beacon2015 – 2016
• Managed member relationships and accounts; provided concierge level member services. • Facilitated all procurement and accounts receivable for entire company. • Company closed in March 2016.
