➤Led a team of 20 individuals, overseeing their performance, development, and daily activities. Provided guidance, support, and mentorship, aligning with organizational goals and enhancing productivity. ➤Conducted regular performance reviews for professional growth. Managed and resolved customer complaints through various Omni channels, including call centers, PulseCX, in-store interactions, chatbots, WhatsApp, 'Contact Us' forms, and online platforms, enhancing the shopping experience and… Show more ➤Led a team of 20 individuals, overseeing their performance, development, and daily activities. Provided guidance, support, and mentorship, aligning with organizational goals and enhancing productivity. ➤Conducted regular performance reviews for professional growth. Managed and resolved customer complaints through various Omni channels, including call centers, PulseCX, in-store interactions, chatbots, WhatsApp, 'Contact Us' forms, and online platforms, enhancing the shopping experience and ensuring a customer-centric approach.➤Documented complaints in CRM 365 and coordinated with departments to resolve concerns, thereby enhancing satisfaction and operational efficiency. ➤Analyzed call data to optimize the average speed of answer, understand customer behavior, and improve call handling efficiency. Also managed call distribution in Genesys, collaborating with online and digital teams to manage online orders effectively. ➤Developed and implemented training programs for the team, focusing on improving agent performance and customer interaction skills. ➤Facilitated workshops and provided regular reports on performance metrics, identifying areas for improvement and implementing strategies for continuous improvement in customer service delivery. ➤Collaborated with various departments to ensure seamless customer service across all touchpoints. Contributed to cross-functional projects enhancing the shopping experience by implementing new tools and processes. ➤Identified opportunities for process improvements and led initiatives to streamline workflows. Implemented innovative solutions for improved efficiency and customer satisfaction. Show less

➤Collaborated with team leaders to optimize checkout counter operations, enhancing efficiency and customer satisfaction. Regularly reviewed procedures, refined wait times, and optimized staffing. ➤Managed scheduling for co-workers, ensuring optimal coverage during peak times. Monitored staffing needs and adjusted schedules to meet operational demands. ➤Oversaw inventory management, ensuring consistent stock levels of checkout and exchange consumables, and ensuring essential items were… Show more ➤Collaborated with team leaders to optimize checkout counter operations, enhancing efficiency and customer satisfaction. Regularly reviewed procedures, refined wait times, and optimized staffing. ➤Managed scheduling for co-workers, ensuring optimal coverage during peak times. Monitored staffing needs and adjusted schedules to meet operational demands. ➤Oversaw inventory management, ensuring consistent stock levels of checkout and exchange consumables, and ensuring essential items were always available. .➤Managed checkout processes effectively, addressing mis-scans and non-compliance complaints. Regularly reviewed KPI data to identify improvement areas and implement corrective actions to enhance customer shopping experience. ➤Conducted spot checks with Operations and Logistics teams to assess checkout processes, enhancing team competence and ensuring a smooth customer experience. ➤Also facilitated workshops and training sessions to address gaps, ensured consistent KPIs were met, and managed the return and exchange process to maintain customer satisfaction. ➤Collaborated with line manager to implement succession planning for checkout and exchange areas, ensuring training programs were effective and fostering a culture of learning. ➤Assessed customer experience, leveraging feedback, and implemented innovative solutions to streamline processes and improve satisfaction, aligning with IKEA's commitment to a positive shopping experience. Show less

➤Meticulously planned and executed daily, weekly, and monthly store and Småland activities, managing a comprehensive activity calendar for special occasions like store anniversaries, Mother's Day, Father's Day, Valentine's Day, and religious celebrations, ensuring seamless execution and customer engagement. ➤Managed the Småland children's play area, ensuring a safe, fun, and engaging environment for children while their parents shopped.➤Conducted spot checks, ensured safety standards… Show more ➤Meticulously planned and executed daily, weekly, and monthly store and Småland activities, managing a comprehensive activity calendar for special occasions like store anniversaries, Mother's Day, Father's Day, Valentine's Day, and religious celebrations, ensuring seamless execution and customer engagement. ➤Managed the Småland children's play area, ensuring a safe, fun, and engaging environment for children while their parents shopped.➤Conducted spot checks, ensured safety standards, and maintained a secure environment for both children and staff. ➤Managed training programs for Småland coworkers, ensuring strict adherence to child safety protocols and safety regulations. ➤Provided ongoing training and refresher courses, monitored performance, and provided constructive feedback to support professional growth and improve service quality. ➤Implemented strategies to improve customer experience by creating a welcoming, family-friendly atmosphere in the store. Utilized customer feedback to enhance Småland activities and events, and collaborated with the customer relations team to address concerns and ensure a positive shopping experience. ➤Ensured that all activities in Småland adhered to IKEA's safety standards and local regulations, focusing on children's well-being. ➤Regularly reviewed safety protocols and emergency procedures, collaborated with the store's safety team, and prepared action plans based on IKEA➤Growing Together results, aiming for continuous improvement in customer service and store experience. Show less