Kristen Nakano

Experience

• 

  Evergreen Coffee Company

  Jun 2011 - Dec 2017

  Shift Manager

  • Worked with the team to prepare and serve food and drinks• Responsible for overseeing opening/closing, and coaching and mentoring new servers regarding menu items, company policies, and procedures• Obtained a thorough knowledge of all menu offerings• Successfully resolved customer questions and/or complaints while maintaining composure and professionalism• Provided leadership and direction to ensure productivity amongst the team and an exceptional dining experience for our customers Show less

• 

  Shipwire Inc., an Ingram Micro Company

  Sept 2015 - Sept 2016

  Team Lead, Sales Development

  • Mentored and guided a team of 10 Sales Development Representatives to ensure all were trained in product knowledge and capable of performing assigned duties• Worked with the department manager to develop and improve internal processes and guidelines to streamline and structure the entire SDR role• Resolved customer questions and escalations through phone and email communication• Reviewed weekly KPI achievement to create end of the week performance reports• Documented new processes and best practices to serve as a reference for current team members and new hires• Collaborated with the necessary departments to implement changes and build new features within Salesforce to optimize workflow and increase productivity, such as simplifying the layout, creating performance dashboards, and applying automation Show less

• 

  CAKE Corporation

  Sept 2016 - Sept 2020

  • Supported a team of 7 Customer Success Managers by handling administrative tasks, responding to customer inquiries, and conducting customer follow-ups through phone and email communication on their behalf• Managed several complex business processes that are critical to a positive customer experience and contribute to increasing company revenue, such contract renewals and amendments, adding hardware, change of ownerships, and third-party hardware sales • Promoted adoption of core company products and services to existing restaurant operators in an effort to enhance customer relationships and retention• Served as a liaison between internal teams to ensure customer needs are being met• Developed creative solutions for customers with unique needs and requests • Identified inefficiencies in current processes/practices and offer recommendations for improvement• Collaborated with cross-functional teams to streamline processes to increase efficiency and drive results • Utilized Guru to document new processes and best practices for internal training and reference purposes • Served as a primary point of contact amongst closely related teams for change management Show less

  • Associate Project Manager

    Mar 2019 - Sept 2020

  • Operations Coordinator

    Sept 2016 - Mar 2019
• 

  Mad Mobile

  Sept 2020 - Feb 2022

  Associate Project Manager & Jr. Salesforce Administrator - CAKE