omar verde

creative strategist

About

Thinker, problem solver, and dreamer with a BFA in industrial design from Columbus College of Art and Design. Focused on electronics, soft goods, general product, and humanitarian product design, but willing to try my hand at all types of design. Inspired and driven by geometry, spontaneity, dystopian literature, a good IPA, and any good design I can get my hands on. My portfolio website can be located at http://www.omarkmoran.com/

Country

united states

City

lakewood

Industry

marketing and advertising

Skill

adobe creative suite, photoshop, product design, concept development, illustrator, market research, indesign, microsoft office, social media, problem solving, industrial design, graphic design, board layout, solidworks, sketchbook pro, sketching, digital sketching, rendering, customer service, retail, microsoft excel, microsoft word, customer satisfaction, leadership, ideation, adobe illustrator, adobe photoshop

Experience

pre-flight graphics and account executive

post-up stand

2017-8 - Present · 9 yrs 2 mos

creative strategist

marketplace strategy

2019-7 - Present · 7 yrs 3 mos

customer service representative

jackthreads

2013-8 - 2014-8 · 1 yr 1 mo

Built and strengthened customer brand loyalty by delivering a uniquely engaging customer service experience. Addressed customer complaints and concerns with friendly and efficient service, while maintaining a strong team centered atmosphere within the office. Consistently exceeded expectations for productivity as measured in contacts per hour (CPH). Consistently exceeded expectations for quality of interactions and support provided across a variety of KPI's.

international package auditor

ups

2013-2 - 2013-8 · 7 mos

Inspected customs paperwork, filed documentation for follow-ups, sorted packages for shipping, and audited highest priority time critical packages.

senior customer service representative

jackthreads

2014-8 - 2015-8 · 1 yr 1 mo

* In addition to responsibilities from introductory position: * Provided assistance and interacted with customers across all social media channels (Twitter, Instagram, Facebook, Google+) * Monitored reviews on Google Play Store for Thrillist apps, finding opportunities to interact with and provide support for users. Reported to CS communications analyst and mobile product manager. * Responsible for investigating lost, stolen, or damaged shipments and providing quick resolutions for customers. * Developed new policies and procedures and gathered data with shipping investigations lead and management to improve customer facing processes in these cases. * Liaison with warehouse for issues with incomplete or damaged returns, as well as customer outreaches to clarify return policies. * Provided quality assurance training to associates to improve the efficiency and consistency of customer interactions. Provided floor support for new associates.

customer service lead

jackthreads

2015-8 - 2017-2 · 1 yr 7 mos

* Responsibilities from previous positions as well as the following: * Developed a review process to evaluate and optimize logistics pertaining to lost/stolen shipments, as well as defective or incorrectly marked inventory at an estimated annual savings of $60K. * Reviewed and approved or denied complimentary replacement orders. * Responsible for divulging and ensuring compliance with new policies and procedures to team members. * Weekly reporting of service levels, KPI's, reshipments, customer satisfaction, and shipment recovery rates. * Documentation of quality assurance opportunities. * Created a product Lookbook for internal reference on core and seasonal merchandise. Maintained the lookbook with monthly installments. * Tested and evaluated multiple telephony solutions, ultimately implementing a new VoIP telecom solution and assisting with installation and training associates. * Development of macros, triggers, automations, and other admin level tasks and reporting within Zendesk. * Assisted with training of new associates.