Dylan Kroy

Directed daily global support operations for a high-volume freelance marketplace, led a distributed team across six countries, and improved escalation resolution and service quality through data-driven monitoring and cross-functional process improvements.

Managed onboarding and activation of retail and e-commerce accounts for a licensed apparel manufacturer, maintained partner relationships to ensure fulfillment continuity, and forecasted account performance to meet retention and growth targets.

Planned and delivered end-to-end training programs for sales and operations teams, designed learning materials that reduced ramp time, and aligned training content with evolving business priorities through continuous feedback and performance data.

Provided operational support resolving workflow, logistics, and vendor issues impacting fulfillment, delivered peer coaching, and produced process guides to reduce escalations and improve team autonomy.

Onboarded and managed vendor partners for fulfillment workflows, monitored compliance with SLAs, conducted performance interventions, and acted as liaison between vendors and internal teams to resolve post-sale issues.

Supervised and developed a team of twenty representatives, designed and delivered new-hire training, and provided ongoing coaching to drive a balanced sales and customer care performance model.

Advised customers on technical product decisions and managed high-volume inquiries end-to-end, consistently meeting sales and service expectations.