Athena L. Email & Phone Number

Toronto, Ontario, Canada

💥 Jungle Scout is the leading all-in-one platform for selling on Amazon. It features a full suite of best-in-class business management solutions and powerful market intelligence resources to help grow successful eCommerce businesses.But what do I do at 🌴Jungle Scout? As a Project Manager in Customer Support Operations, my specialty is providing tactical assistance to improve efficiency and KPIs, ultimately enhancing the overall customer experience.Daily, I am responsible for the following:🌟 Project Management: Work hand in hand with CS Leadership to help deliver on projects to support overall company goals and objectives by collecting and analyzing team performance and delivery data to improve overall customer experience levels. Additionally, Prepare and analyze ad hoc operational and performance reporting on a continual basis, summarizing the data and outlining trends and anomalies, while providing detailed conclusions that support business planning. 🌟 Voice of the Customer: Identify, collaborate with Product teams, and drive improvements based on feedback and metrics analysis from customers and the Customer Support department. Be the primary point of contact for Product <> Customer Support <> Customer-information sharing.🌟 Cross-functional collaboration: Collaborate across teams to prioritize bug fixes, release test plans, and close feedback loops for customer satisfaction.🌟 Process Development: Help the Customer Support team be more productive, work more effectively, and deliver better service to our customers by building out the tools and resources to improve the speed and quality of support.🌟 Training and Development: Lead and support the Customer Support team with necessary product updates by creating documentation, outlining essential dates, and facilitating demos with the PM.

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Starbucks is the world’s largest coffeehouse chain offering fresh-roasted coffee beans, tea and spices from around the world for our customers to enjoy in-house or to take home. Behind every cup of coffee is a story.✅ Shift management: Ensured the best customer experience was provided and that breaks were taken during times that would impact experience minimally.✅ Store management: Made critical decisions that impacted the store’s operations. Provided weekly order lists for coffee, food, and merchandise based on customer feedback. Opened and closed the store as required.✅ Training and Development: Trained all new hires on processes, procedures, drink recipes, and food and safety handling. Paired veteran baristas with new hires for successful shadow sessions, boosting confidence and partner knowledge on running the floor.✅ Customer Advocacy: Listened, shared, and actioned customer feedback with the store manager and other team members.