Cassandra Lee Email & Phone Number

Hamilton, On, Ca

- Proactively engages with customers to ensure smooth feature implementations and identifies growth opportunities.- Skilled in maintaining team KPIs through essential procedures: onboarding, training, feedback, coaching, and weekly departmental stand-ups.- Collaborates with SEMs across departments to implement full cycle feature release SOPs.- Responsible for critical company and product tasks affecting revenue and profitability, including approving changes to customer bills, beta testing, customer rollouts of new features, and monitoring error systems.

- Spearheaded the creation of a separate feature implementation SOP, reducing onboarding time and increasing feature adoption- Managed a rotating book of merchants for premium feature onboarding- Provided comprehensive customer support to all clients- Solely managed mobile app build/submission, customization (CSS), and training.- Enhanced team capabilities and customer experience through the development of internal documentation covering SOPs, tech setup, training procedures, and third-party integrations.

Oakville, Ontario, Canada

- Oversaw day-to-day operations of a $5 million store with 1000 daily customers, handling forecasting, business planning, and team leadership.- Managed a team of 25-50 employees, ensuring achievement of store forecasts and company objectives.- Proactively cultivated relationships with stakeholders and service providers, including AE District Managers, Field Visual Managers, mall General Management, Security, Marketing, and Events teams.Conducted monthly store merchandising changes to ensure brand compliance.- Managed all aspects of staffing, including hiring, training, onboarding, scheduling, and implementing staff development plans.

- Served as Assistant Store Manager and Merchandise Manager, overseeing daily store activities, revenue goals, associate coaching, KPI monitoring, floor planning, and brand compliance.- Customized company documents to fit each store's unique layout and inventory.- Maintained visual standards and optimized business strategies based on seasonal variations, inventory levels, store metrics, and goals.- Analyzed departmental sales data and adjusted product displays to meet sales targets.

- Shift supervisor, monitored the store and staff performance through KPIs- Provided coaching and feedback to store associates to improve performance and customer experience- Responsible for store financials and operations including closing and opening registers, completing bank deposits, submitting payroll, and staff scheduling.- Assisted in hiring, training and onboarding new associates- Responsible for maintaining customer experience and proactively handling customer escalations and complaints in a customer first manner