Roshanna Livingston

Senior Manager, Sales Strategy and Sales Operations @Estyle Corp., Llc

Jacksonville, FL, US

Built and led Customer Service department from scratch; created SOPs, onboarding guides, and knowledge base, reducing order errors by ~35%- Achieved 98.7% CSAT and 100% NPS through first-contact resolution and double-verification processes (~40% fewer mistakes)- Developed onboarding programs with SLAs, pallet specs, and logistics; reduced escalations by ~25% and improved order approval turnaround by ~30%- Automated reporting dashboards in Salesforce, NetSuite, Power BI, IBM Cognos Analytics, Google Looker; improved fill rate 50% → 100% and reduced manual reporting by ~30%- Transitioned EDI systems (SPS → OpenText), reducing manual entry errors by ~30% and improving order cycle efficiency- Partnered with CEO, CFO, and executive leadership on revenue calls and strategic initiatives; reported directly to VP of Sales- Advocated for customer needs via VOC programs; implemented packaging and shipping improvements that increased product integrity and client satisfaction- Built automated invoicing and customer portal, reducing routine requests by ~25%- Promoted to Senior Strategic Planning & Sales Operations Manager due to measurable leadership and cross-functional impact- Awarded Continuous Improvement Award (2024) for implementing process automation, VOC programs, and reporting that enhanced efficiency and customer satisfaction.

Florida International University

Bachelor's degree

Miami Dade College

Associate of Arts (A.A.)