Eric Pogue Email & Phone Number

Ottawa, ON, CA

Ottawa, Ontario, Canada

• Built and deployed over 200 email campaigns using email marketing platforms, resulting in a 5% increase in open rates, and a 2% increase in click rates.
• Conduct yearly and quarterly email reporting analysis, presenting findings to upper management to better align the email program with the company value proposition.
• Streamlined the email design process by proactively validating and monitoring inventory levels, minimizing last-minute substitutions prior to sending out campaigns.
• Addressed and resolved over 1,000 customer inquiries and concerns related to email deliverability and account troubleshooting.
• Assisted the social media team by setting up weekly paid ad campaigns in Meta.

Ottawa, Ontario, Canada

• Trained over 250 stores across Canada on multiple order fulfilment platform updates, in both official languages.
• Improved in store order fulfilment time by 400% by implementing and ensuring compliance of expected order processing time frames, while building strong professional relationships with franchise store owners.
• Lead a team of six members, providing weekly training, Q&A sessions, individual guidance and support, and escalation assistance.
• Created ecommerce operations training documents and reference manuals for stores in both official languages, improving employee order fulfilment knowledge, contributing to an increased ecommerce NPS.

Ottawa, Ontario, Canada

• Created and edited copy for over 5,000 new products added to the Giant Tiger website, increasing organic search results and session duration.
• Managed and updated seasonal and sports categories on the website, adding newly polished products to their respective subcategories, while correcting any errors on past products.
• Edited and enhanced vendor product photography to align with company image quality standards.
• Identified and utilized high-performing SEO keywords for products to enhance search positioning.

Ottawa, Canada Area

• Managed over 100 escalated inquiries from customers, providing advanced support to resolve more complex issues requiring personalized attention.
• Handled and resolved 80 customer inquiry and complaint calls daily with professionalism and care, while documenting each case utilizing CRM software.
• Consistently ranked among the top 10 performers monthly within a team of over 50 employees, sustaining a high-efficiency rating.
• Facilitated new employee training on customer call protocols through hands-on shadowing, offering continual support and mentorship to instill the confidence and trust necessary for independent call management.

Montreal, Canada Area

Provided clients rental apartments in various areas of Montreal. Performed all steps of the leasing process consisting of creating promotional content for vacant units, showing units to potential renters, processing rental applications, and other operational leasing activities prior to move-in.