Bosco Lo Email & Phone Number

Canada

Canada

Vancouver, British Columbia, Canada

- Spearhead initiatives to enhance efficiency among Customer Care Representatives, resulting in improved service delivery and customer satisfaction.- Proactively test new systems and regularly propose innovative processes to streamline workflow and optimize operational efficiency within the Customer Care department.- Develop, refine, and maintain Standard Operating Procedures (SOPs), ensuring alignment with organizational objectives and compliance standards. Create comprehensive training materials to facilitate the implementation of new procedures and policies.- Generate insightful performance reports to track and analyze the performance of Customer Care Representatives, identifying areas for improvement and implementing targeted coaching and training initiatives.- Create and oversee the daily scheduling of Customer Care Representatives, ensuring adequate coverage and optimal utilization of resources to meet service level objectives.- Review, prioritize, assign, and escalate customer inquiries, ensuring prompt and effective resolution while maintaining a high standard of service excellence.- Partner closely with global Customer Care teams to establish and maintain consistent quality control and efficiency standards across all markets, offering support and guidance as needed.

Vancouver, Canada Area

- Orchestrated comprehensive training sessions for both in-person and remote settings, delivering impactful instruction to groups of up to thirty trainees.- Developed engaging training materials and meticulously crafted training plans to ensure the effective transfer of product knowledge and system proficiency.- Maintained a high standard of training delivery by adhering to the training team's branding guidelines, ensuring consistency of messaging and professionalism across all sessions.- Maintained up-to-date knowledge of product launches, promotional campaigns, and systems utilized within the organization to provide accurate and relevant training content.- Mastered Lush's demonstration techniques and devised interactive activities to foster active engagement among staff members, enhancing the learning experience and promoting retention of key concepts.

Vancouver, Canada Area

- Proactively engaged with Lush's audience across various social media platforms, including Facebook, Twitter, Instagram, YouTube, and online review sites, promptly responding to inquiries, comments, and messages.- Cultivated positive experiences and fostered a sense of community by interacting with customers and fans, effectively representing the brand's values and identity.- Monitored prevailing trends and identified audience concerns on social media channels, collaborating with the Social Media Specialist to develop timely and relevant content strategies.- Played a pivotal role in promoting Lush's ethical campaigns, special events, and product launches across social media platforms, effectively increasing brand visibility and engagement.- Collaborated with social media influencers and bloggers to curate user-generated content, leveraging their influence to amplify brand messaging and reach a wider audience.

Vancouver, Canada Area

- Maintain the transparency of LUSH, communicating with customers and provide them with complete details and ensure their satisfaction is of utmost importance through phones, emails and live chat- Assist customers in tracking and adjusting online orders by communicating with shipping partners on their behalf- Process new orders, returns, and exchanges and troubleshoot any issues customers may have on website and mobile app- Provide customers with consultations to find which products will best suit them - Stand behind LUSH's core ethics and values and promote them to customers when appropriate- Flag issues and inconsistencies on website and pass them to the appropriate team- Monitor reviews on website and social media

- Ensured all taxpayer information were protected and confidential by strictly following security procedures during and outside phone calls- Addressed customer service inquiries in a timely and accurate fashion - Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints- Interpreted and explained in simpler terms the guidelines for reporting tax claims and letters taxpayers may have received- Made reasonable procedure exceptions to accommodate unusual client requests- Processed mail requests, updated taxpayer information and addressed misallocated payments

Associate Certificate, Social Media And Digital Marketing

Bachelor Of Arts (B.A.), Sociology

Emphasis on technology (especially Internet and social media), on gender (roles, equality, sexuality) and on immigration in Canada (.