Luna Kandalaft Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Monitor and maintain the performance of Wave's AI chatbot (powered by Ada).
• Develop technical solutions for Wave's chatbot to increase the speed and quality of customer interactions by leveraging Rest APIs and customer data to customize bot interactions.
• Monitor and analyze chatbot performance metrics to identify areas for improvement and implement changes as necessary.
• Work closely with other members of the team to integrate the chatbot into our overall customer service strategy.
• Manage self-serve systems data collection standards and improvements to help internal teams scale.

Toronto, Ontario, Canada

• Write and edit educational customer content for Wave’s support chatbot.
• Make insights-driven decisions about existing content gaps to address customer pain points.
• Monitor and analyze content performance to improve customer engagement and containment.

Toronto, Ontario, Canada

• Responsible for curating a phenomenal customer experience via email and live chat.
• Guided our support team and business owners on how to use Wave's product.
• Resolved customer escalations in response to the system migration alongside a team.
• Orchestrated the Surprise and Delight initiative which consisted of inspiring our support team to send cards and gifts to business owners.

Toronto, Canada Area

Toronto, Canada Area

• Managed country travel and fleet program for H&M Canada.
• Coordinated travel arrangements for employees and visitors.
• Oversaw required documents and travel insurance for international travellers.
• Negotiated vendor contract for all hotel, air, transportation and fleet accounts.
• Responsible for development of travel and fleet policy.
• Reduced costs through analysis in partnership with controllers.

Toronto, Canada Area

• Maintained positive atmosphere as first point of contact for visitors.
• Collaborated with external organizations to implement responsible recycling initiatives.
• Managed FedEx and Canada Post mailing for entire office.
• Partnered with controllers to mobilize national budget tracking of office supply accounts.
• Completed yearly 5, 10 and 15-year anniversary project for all employees in Canada.

Mississauga, ON

• Showcased customer service by maintaining welcoming atmosphere and clealiness of store;
• Responsible for answering customer concerns and complaints;
• Improved product replenishment efficiency through leadership initiatives;
• Devised material to promote environmentally friendly choices in stores.