work experience

Aritzia

Quality Manager

Jul 2021 - Sep 2022 · 1 yr 3 months

●      Improve quality scores of a global retail company from 68% to the industry standard of 81% within 6 months by establishing and managing a new business unit aimed at providing resources and enhancing the quality of service and upsell sales via rep interactions

●      Strengthened leadership of the department by 10% in one year by developing and promoting six leads to management positions remote and in-office

●      Increased training time management by 25% while elevating service rep engagement quality by 20% through the implementation of new onboarding and continuous training frameworks for emerging technologies like Five9, Oracle Service Cloud, Salesforce, and ServiceNow

●      Utilized attention to detail to generate and present an analytical performance report to all senior management across the entire Customer Service department on how to maximize results every week

●      Expanded the Service Quality business unit to two management levels, including one Director and one

●      Managing projects and organisational skills by enrolling cross-functional teams to create successful onboarding processes and quality programme during busy times of the year

●      Demonstrated flexibility for a growing company by supporting all areas of the business such as hiring events, company parties, and supporting customers.

lululemon

Guest Education Centre - People Manager

Oct 2019 - Jun 2021 · 1 yr 10 months

●      Assembled and directed a team of 20+ remote service representatives throughout the US and Canada, emphasizing career growth, performance improvement, and technical proficiency

●      Exceeded KPIs as the #1 team among 50+ competitors for six consecutive months via the implementation of a new training framework

●      Expanded leadership by 30% with the development of an onboarding leadership program that produced 25+ remote team leads

●      Streamlined internal processes between operations and management teams by 18% via the implementation of a new communications program

●     Demonstrating advocacy in pioneering an innovative technology called Bettr.me which is a programme to enhance employee retention by 25% by utilizing a real-time sentiment logging product to measure, track, and respond to employee feedback and create relationship-building to enroll colleagues to support project

●     Fostered team building in-person and remotely by organizing team digital activities in and outside of the office

Floor LEad

Feb 2019 - Oct 2019 · 9 months

●      Oversaw KPIs for 250+ service representatives via data collection methods in North America and EMEA with data analysis

●      Managed highly sensitive case escalations (top 5%) through various channels, including chat, email, phone, SMS, and website reviews to ensure high customer satisfaction

●      Managed budget and communications for 8+ exciting company fundraising events, over 1,000 attendees to build enthusiasm and attendance

●      Using digital communication to coach employees to deliver a consistent brand voice to ensure customer experience is cohesive with the company brand via written communication channels

Aveda & Collega

Salon Coordinator & Brand Ambassador

Jan 2018 - Jun 2018 · 6 months

●    Expanded client base profile by 15% in one month by incorporating email marketing campaigns by use of a CRM marketing email automation software using Mailchimp

●   Improved social media marketing strategies by 50% through content management of the company’s social media accounts

●   Generate innovative paid ads like Google Ads/Google Adwords search engine marketing (SEM), Search engine optimization (SEO), Pay-per-click (PPC) and Ads Manager (Facebook) to help create better visibility of the salon and Aveda's market

Caspian Tours & Travel

Marketing Assistant Intern

Jan 2017 - Nov 2017 · 5 months

●   Enhanced the company's customer landing page experience by 30% through using a creative approach and supporting with of an online presence with Wordpress

●    Using strong analytical skills to generate a comprehensive industry analysis to the C-suite from marketing research in the hospitality industry trends

●    Outreach to companies that would partner B2B with the start-up company in creating packages