Jas Manhas Email & Phone Number

Vancouver, British Columbia, Canada

As a Retail Stores Group Training Specialist (RSG), I am responsible for achieving retailer recruitment and training objectives for over 200 unique locations across the province. I work collaboratively with key stakeholders during the recruitment, execution, and onboarding phases of a RSG retailer to ensure the seamless execution of retailer placement in our lead channel. I am responsible for ensuring the execution of the RSG change of operator process during the retailer onboarding period as well as other business processes related to retail leasing, retailer compensation and retail sales operations. I also provide expertise and advice to internal stakeholders to proactively mitigate risk and influence retail strategy.

I lead a team of six Customer Success Coaches, ensuring productivity and individual performance goals of the team are consistently met. I actively monitor and analyze the department's KPIs to ensure operational goals are being met or exceeded. I maintain the reliable up-time of all live channels as required by ensuring optimal coverage is in place. I effectively de-escalate and/or triage any customer issues that may arise. I conduct weekly omnichannel QA review and 1:1s with my team

Vancouver, British Columbia, Canada

I created and lead my team's Internal Knowledge Base, our system that documents important internal processes. Due to the success of the Internal Knowledge Base, I lead a team of Customer Success Coaches that create and manage the content in our customer Help Center. I own all operational processes and strategy related to the Help Center. I am a founding member of the Tier 2 Technical Specialist team and developed the team’s processes.

Vancouver, British Columbia, Canada

I connected with new paid customers over an onboarding session and set them upfor success. I determined which customers were likely to churn and then determined howTrainerize can help them succeed. As the voice of the customer, I escalated problems and feature requests to our Development team to make our product even better.

Vancouver, Canada Area

Burnaby, British Columbia, Canada

Vancouver, Canada Area