casteho

Scaled operations by standardizing cross-department SOPs (logistics, warehouse, CS, accounting), enabling 65% capacity growth without additional headcount and reducing onboarding time by 25%. Designed and implemented CRM-driven reporting tools to track customer orders, communication, and health indicators, and reduced churn risks. Reduced operational error rate (order, inventory, billing) by 85% through SOP redesign, checklists, and QA gates; improved order accuracy to 90%. improved billing efficiency by 45% (cycle time down to 2 days max) via invoice SOPs, roles & handoffs, and CRM/accounting integrations. Increased customer satisfaction by 35 points (CSAT/NPS) and 55% faster first-contact resolution after implementing support playbooks, SLAs, and an escalation SOP. Reduced lost revenue (chargebacks/write-offs/leakage) by 25% through dispute-handling SOPs, pre-shipment verification, and audit trails. Led 3 system overhauls (CRM/website) and embedded SOPs into workflows (automation, alerts, dashboards), driving 65% productivity lift across most teams. Built KPI cadence (weekly ops review) tied to the new SOPs; maintained 65% SLA adherence and 72% on-time fulfillment. Built and standardized customer success processes, including SOPs, onboarding workflows, and account management structures, engagement, and retention across key accounts; developed playbooks to improve health scores and renewals. Created the call center; handled SOPs and remote communication setup for distributed teams (Slack/Zoom), including QA and training frameworks. Worked closely with B2B decision makers to generate sales, support onboarding, improve customer service, and drive customer satisfaction. Partnered directly with executives and leadership to define strategy, execute company vision, and manage cross-functional operations across logistics, customer service, accounting, and call center teams. Handled customer escalations. Led quarterly business reviews with customer stakeholders to analyze performance metrics, strengthen client relationships, and identify retention and growth opportunities. Developed and coached middle management leaders and general staff employees.

Streamlined payables/receivables and biweekly payroll; improved billing accuracy and aging visibility. Produced financial reports to support decision-making and budgeting; reduced invoice error rates with revised review/approval steps. Processed company payroll for all departments including the executives. Prepared and delivered invoices based on daily workflow per department and team. Made collection calls with follow-up emails and negotiated payments on overdue/unserviceable accounts. Trained employees on proper notation for accounting of their work to ensure correct billing. Handled company payables/receivables, maintained QuickBooks, and processed all deposits. Quarterly Business Reviews with B2B customer stakeholders.

Transitioned from paper-based to digital inventory workflows; improved visibility and reduced shrink. Developed SOPs for receiving/releasing inventory. Hired and trained all new hires, handled all onboarding, development, coaching, terminations, and payroll. Improved client communication on inventory status. Set up the floor plan for both warehouses under management to maximize efficiency. Developed packing, storage, and handling procedures to ensure accurate inventory management, and item protection to maintain integrity. Created the company’s first website to allow client interaction and visibility into inventory in storage. Held weekly meetings with warehouse employees to prioritize projects and keep teams informed of upcoming workloads. Reported weekly to upper management with updates and performance insights on warehouse operations. Ensured OSHA adherence and fire department requirements.

Consistently exceeded monthly KPIs through consultative sales and solution-based service. Built and retained relationships with consumer and SMB accounts.