Experience work at Gazelle

Before Workable, I led customer experience at Gazelle, a two-sided marketplace for used electronics, through 10× growth to $100M+ revenue. That included a certified pre-owned program, a warehouse QA program, 70+ NPS, and becoming a top-tier partner with eBay. I also set up our retail sales on Amazon, eBay, and DTC platforms, wrote the customer service procedures, and earned Top-Rated Seller status. It's also where I started pulling our own data with SQL (MySQL) instead of waiting for reports.

The unboxing redesign: for a used-phone buyer, opening the box is the first real proof they made a good choice. I led a packaging redesign to match our brand and strengthen engagement and conversion.

• About 7% lift in conversion (3.6 points, or 4.2 on iPhones), and 6% lower costs
• Much better customer feedback
• No change in shipping damage rates

My part: I managed the $1M shipping program, including vendor selection and management, budget, and analysis.

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