Jared Devine

Customer Experience Lead

2022 – Present

+ Drove WS sales by fielding and responding to requests for custom engraving and bulk orders within Zendesk ecosystem (email and phone). Submitted 5 custom engraving projects and 5 bulk orders totaling $68,558.95 for fulfillment to positively impact Snow Peak’s topline revenue targets in a dynamic market. (May-November 2022) + Helped streamline CX workflow by creating 48 shared macros for support requests that can be solved with a single, standard response or action. Created new messaging in line with updated FAQs, Shipping & Delivery, Returns & Refunds, and Warranty & Repair policies. Audited macros (i.e. Canada Stock Lists, Shipping Status WISMO, Takibi Grill Rust Info, etc.) to enhance the customer experience and improve outbound communication. + Created a monthly fulfillment report to document losses from shipping issues: Carrier at Fault, SPUSA at Fault, Imperfect Merchandise, and After Service. Reported losses (confidential) to Senior Sales Manager - Key Accounts & Operations, Senior Manager - Digital, and CX Manager to baseline operational procedures and identify opportunities for improvement: - Helped streamline shipping methods for order fulfillment by implementing flat-rate shipping; - Supported tech stack evolution. With the adoption of Narvar, a post-purchase order tracking platform, customers can monitor their shipments in real time. + Created new content and transferred files (i.e. deliverable documents such as Refunding an order in Shopify, Yotpo Review and Questions, and App Support, etc.) that are published to a secure internet site, providing CX Associates with greater ease in answering “how-to” questions in real time. Skills: Shopify Plus · Zendesk · Yotpo · SAP Business ByDesign · Skubana · MS Office 365

Dealer Experience Representative (Specialty Accounts)

2021 – 2022

+ Assisted National Sales Manager onboard 4 new sales agencies. Provided brand and product training to 9 Sales Reps focusing on Takibi strategy, IGT, stoves, cookware, furniture, lighting, and apparel to increase brand awareness in Pacific Northwest, South Central, New England, and Midwest territories. + Assisted Senior Sales Manager - Key Accounts & Operations in identifying fillable POs and communicating open and past due order reports to buyers. Prioritized orders to help strengthen account's inventory position; allocated an additional 3,230 units or $19,639.03 of titanium mugs, bowls, plates, and fuel for 8 partially filled past-due orders. (March 2022) + Helped National Sales Manager identify key fulfillment opportunities to meet monthly landing estimates. Submitted PO change request for 15 past-due orders with a net value of $58,133.88. Communicated receipt of inventory to account's tent and furniture buyers and received authorization to fulfill POs without late fees for account's 2021 Winter Sale. (November 2021) Skills: Zendesk · SAP Business ByDesign · SAP Ariba · SPS Commerce · Elastic Suite · Skubana

Co-Founder

2014 – 2021

ZILA Works’ vision is to replace toxic products consumers use every day with non-toxic, environmentally friendly products made from carbon-sequestering, renewable resources. In doing so, we will be protecting consumers’ lives, improving safety for manufacturing workers around the world, and helping rural, agricultural communities remain viable. Our flagship product is a bio-epoxy resin made from industrial hemp oil. ZILA Works is currently in the R&D phase and is on track to complete its prototype by the end of the year. Skills: Market Research · Grant Writing

Dealer // Customer Service Representative (West Coast)

2020 – 2021

+ For 30 days, trained 2 new CS Associates on eComm platform during COVID-19 Stay at Home order. Managed flow of communication between DTC customers, WS dealers, and CS Associates by assigning and responding to tickets in Zendesk. Fielded product questions, order cancellations, WISMO, returns & exchanges, after service (warranty/repair), custom engraving, bulk orders, ASAPs, PO revisions, etc. Answered ~8,960 tickets to date with a 92% solve rate. + Closed a $9,204.53 sale from a first-time customer by recommending group camping stoves and cookware destined for a youth summer camp in BC, Canada. (July 2020) + Helped sales team achieve a new revenue milestone (confidential). Sales were 147% to 2019 and 94.5% to original target during the pandemic. (January 2021) Skills: Sage100 ERP · Dropbox · ShipStation · Zendesk · SAP Ariba · Google Workplace

Ski and Bike Technical Specialist

2018 – 2020

+ Selected as 1 of 4 new technicians for REI Seattle’s Ski Shop and Bike Assembly teams. Assisted REI Bellevue Ski Shop; for two days, performed binding mounting and function testing and waxing on 20 pairs of skis. Successfully reduced turnaround time from 3 days to 24 hours; on day two, worked ahead on ski tunes through December 23, 2019. + Participated in REI Co-op Mobile Shop pilot program. Collected skis and snowboards offsite and provided tuning, waxing, and base repair recommendations to REI HQ employees. Addressed the ease/difficulty of retrieving gear and processing payments remotely with senior managers. Pilot testing served as a potential new revenue stream targeting Fortune 500 companies. + Learned how to build, maintain, and repair Co-op Cycles, Cannondale, Electra, Salsa, Ghost, Pure Cycles, Tern, and Early Rider Limited bikes. Assembled 130 bikes in April-May 2019 for REI’s Anniversary Sale during which time the Cycling department sold a record 400 bikes.

Retail Sales Specialist

2008 – 2020

At Recreational Equipment, Inc. (REI) we believe a life outdoors is a life well-lived! We believe that it’s in the wild, untamed and natural places that we find our best selves, so our purpose is to awaken a lifelong love of the outdoors, for all. Since 1938, we have been your local outdoor co-op, working to help you experience the transformational power of nature. We bring you top-quality gear and apparel, expert advice, rental equipment, inspiring stories of life outside and outdoor experiences to enjoy alone or share with your friends and family. And because we have no shareholders, with every purchase you make with REI, you are choosing to steward the outdoors, support sustainable business and help the fight for life outside. Skills: Retail Sales · Sales Training · Visual Merchandising · Mentoring · Public Speaking

Outdoor School Instructor

2011 – 2018

+ Taught Snowshoeing Basics, Camp Cooking Basics, PNW Hiking Basics, and Winter Camping Basics classes (up to 50 students per class). Focused on gear selection, trip planning, tips and techniques, and Leave No Trace outdoor ethics. + Helped facilitated outdoor events (i.e. Smorgasbord Saturdays and Pray for Snow Pre-Season Bash) and introduced guest speakers (i.e. American Pilgrims on the El Camino) to audiences of 200+ people.

Casting Model

2017 – 2018

Sales & Brand Ambassador

2015 – 2016

Starvation Alley is a farm and cranberry juice company located on the Long Beach Peninsula in Southwest Washington. Of the 1700 acres of cranberries in production here, we are the first to succeed at achieving the challenging USDA Organic Certification. We believe that to be successful we need to do more than make a profit. As farmers with our operations right in our backyard, we see the effects of whatever good or bad things we add to our fields and understand first-hand the importance of good stewardship. We also understand the complex challenges that face farmers and our country’s food system today, and our goal is to support the health and livelihood of these farmers, our family, our community, and the land that nurtures us. Skills: Direct Sales · Sales Training · Visual Merchandising · Public Speaking

BA

1999 – 2003

BA

Diploma

2004 – 2004

Diploma

MBA in Sustainable Business

2013 – 2015

MBA in Sustainable Business