Marissa S.

I help businesses turn customer experience into a driver of revenue, retention, and operational efficiency. With 7+ years of leadership across CX, operations, nonprofits, and B2B/D2C sales, I specialize in building systems that improve workflows, align teams, and create seamless customer journeys. I currently work as a Team Operations Consultant for Wooden Spoon Herbs, a D2C wellness brand, where I manage customer service, reporting, fulfillment coordination, and escalations while identifying and implementing process improvements across teams. I also support marketing through campaign planning, content alignment, and product feedback, and have led hiring and cross-functional initiatives to keep operations running smoothly. Previously, as Senior Manager of Project Services at ISI, I partnered with 100+ nonprofits to launch and scale programs advancing systemic equity. I led onboarding, CRM optimization (Salesforce), reporting, and cross-functional coordination across finance, contracts, and leadership. At DECI, a nonprofit serving 200+ adults with disabilities, I managed a major enterprise account (JUUL Labs), implemented the organization’s first customer service system, and supported ISO certification. I also earned RCRA, DOT, and Red Cross certifications to ensure compliance and safety. I spent five years at East Fork Pottery, where I was promoted four times across customer care, UX, and B2B/D2C sales. I led initiatives across SEO, referrals, SMS marketing, and live chat, contributing to measurable growth in revenue and engagement. I also built community-facing brand touchpoints, including a Spotify series that grew 1.5K+ followers in 3 months and online resell marketplace to grow a collector community, and supported nationwide sales activations. My approach is both strategic and hands-on: I step into fast-moving environments, bring structure where it’s needed, and help teams operate more effectively. If you’re looking for someone who can connect the dots across CX, operations, and growth, I’m here to help.