Greater Vancouver Metropolitan Area
I’m a customer experience and operations leader with a proven track record of transforming complex challenges into seamless, high-quality service outcomes. Currently serving as a Customer Service Centre Supervisor at JYSK Canada, I specialize in driving operational excellence, resolving high-impact customer escalations, and strengthening service delivery across multiple channels—including social media, eCommerce, and B2B. My role sits at the intersection of people, process, and performance, where I lead teams, optimize workflows, and ensure consistent, customer-centric results. With hands-on experience across retail, eCommerce, and administrative operations, I bring a well-rounded perspective to business performance. From managing incident reports, chargebacks, and financial settlements to leveraging CRM platforms like Salesforce, Zendesk, Magento, and Navision, I focus on data-driven decisions that enhance efficiency and customer satisfaction. Previously, I led eCommerce operations at Walmart, where I optimized fulfillment strategies, improved cost efficiency, and supported revenue growth through strategic planning and execution. My early career in retail leadership and administration built a strong foundation in team development, stakeholder communication, and operational discipline. I’m passionate about developing high-performing teams, improving processes, and creating customer experiences that build trust and long-term loyalty. I thrive in fast-paced environments where problem-solving, leadership, and continuous improvement drive meaningful impact. Let’s connect if you’re interested in customer experience, operations leadership, or building scalable, high-performing service teams.
• Kept management up to date on recurring issues, customer complaints and employee matters through weekly, monthly and yearly reports. • Managed incident Reports and dealt with claims of clients based on company policies including guidance to team on settlements. • Evaluated interactions between associates and customers to assess personnel performance and used Kallidus for implementing Personal Development Plan of team. • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity. • Hired, trained, and developed employees per month to become talented, hardworking, and proactive team players. • Answered and dealt with agent questions, regarding best practices, complex customer cases difficult calls included overseeing Social Media replies, Google Reviews, Online Contests, & B2B. • Worked with SaaS &CRM related software such as Salesforce, Zendesk, OMS, Magento, and Navision. • Helped in financial settlements by processing Chargebacks with Moneris direct, Riskified, Flexiti Payments & Reports.
• Managed opening and closing procedures and recommended changes to enhance the efficiency of daily activities. • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings. • Maintained positive customer relationships by responding quickly to customer service inquiries. • Secured company assets with strong loss prevention skills and awareness. • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses. • Reviewed sales and gross profit report to assess company efficiency. • Walked through store areas to identify and proactively resolve issues negatively impacting operations. • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures. • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations. • Managed cash and reconciled tills with rigorous security measures. • Led teams in planning, implementing, and executing merchandising and operating initiatives
• Built and maintained good relationships with customers by providing services like greeting customers, offering assistance, directing customers to merchandise, product suggestion, product information, and offering positive opinions • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows. • Created successful work schedules for each team member to maintain deadlines and fully staff shifts. • Contributed to helping LODs during opening and closing of the store which includes duties like counting tills, bank deposits, and maintenance of the store. • Trained staff in till management practices including reviewing and reconciling daily transactions. • Strategically delegated tasks throughout the multidisciplinary team to yield maximum productivity. • Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and underperforming employees in best operational practices. • Established and enforced stringent standards of cleanliness and organization. • Monitored compliance with workplace policies and safety objectives.
• Managed orders by creating labels, picking/packing orders, coordinating courier pick-ups, pick up returns from various online marketplaces via different carriers. • Established and maintained balanced and accurate e-commerce budget to execute on initiatives with proper funding and enrich customer experience. • Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction. • Handled inventory by taking care of online order receiving, sorting, organizing, and ensuring accurate order quantities. • Helped in processing, folding/packing return products. • Maintained clean, stocked, and organized space. • Planned ahead of order fulfillment as per the time by following time management techniques. • Coordinated with higher management to create and implement impactful marketing strategies to grow customer database. • Selected, trained, and performance-managed staff to handle the high workload with ambitious targets.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance. • Received and screened incoming calls, emails and visitors and alerted the administrative manager to priority matters. • Volunteered to help with special projects of varying degrees of complexity. • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency. • learned how the different departments of the companies work and had a good experience of professional workplace culture. • Liaised between clients and vendors and maintained effective lines of communication. • Utilized specialized knowledge of the organization's business activities to optimize operations. • With strategic planning, also worked with the President of the company to increase the number of clients and used different strategies to expand the business. • Helped in designing the flyer of the company to promote the business in different countries.