Stefan R. Email & Phone Number

Canada

Toronto, Ontario, Canada

Mississauga, Ontario, Canada

- Managed 25 enterprise clients worth $30M+ in revenue, ensuring retention through exceptional service and high customer satisfaction.- Heavily contributed to the evolution and improvement of the customer onboarding strategy, ensuring a seamless experience for new clients.- Partnered cross-functionally to ensure customer’s unique transforming business needs are met through custom solutions. - Built and nurtured strong, trusted relationships with internal and external stakeholders and C-Suite.- Expert working with CSM platforms such as Salesforce, HubSpot, and Zendesk and AI tools such as ChatGPT to create automation and improve internal efficiency. - Monitored account performance, analyzed data, and provided clients with insights and recommendations for improvements. Reported KPIs weekly to executive members internally.- Reduced case resolution times by 40% through development of SOPs, creating automation and ensuring a seamless integration of new standards and initiatives internally through coaching.- Conducted QBR’s to assess performance, address concerns and identify growth opportunities.- Helped customers identify, quantify and work toward transformational goals, aligning their objectives with Wizmo’s capabilities as a logistics provider.- Proficient working with e-commerce platforms such as Shopify, ShipStation, and Extesniv, including identifying issues and explaining technical solutions to provide resolutions.

Toronto, Canada Area

Indigo Yonge & Eglinton2300 Yonge St. Toronto ON, M4P 1E4- Led a team of up to 10 retail associates in building a positive, high-performance culture while exceeding annual store sales goals by $500K+ and increased profitability 3 years in a row while driving customer and employee engagement through strong talent development and performance management.- Knowledge of budget responsibility and a thorough understanding of profit and loss and the key performance indicators within Indigo.- Led human resources, payroll, hiring, and scheduling for over 50+ associates in direct support of the General Manager at a flagship location.- Toronto’s regional champion, responsible for leading training, adoption, and engagement of all General Manager’s within the region for Indigo’s Plum Plus loyalty program. - Led change management activities and drove growth by updating and developing procedures, providing training, coaching, and supporting documentation for product launches.- Experience using WMS software such as SAP. - Maintain relationships with senior management and stakeholders to ensure company objectives are met at the store level.

Toronto, Canada Area

Chapters, Kennedy Commons20 William Kitchen Rd. Scarborough, ON. M1P 5B7- Built a team of 30+ (with 5+ direct reports) to enhance customer satisfaction, employee engagement and improved sales resulting in the store being ranked #1 for Engagement in the Toronto region- Mentored, coached, and developed a succession plan to a seamless transition into Customer Experience Manager role in August 2018.- Led and applied the performance management process, supporting staff in their personal development.- Experience using WMS software such as SAP- Created a training program for Customer Experience Managers within the Toronto Region to utilize so they can effectively onboard and train new hires- Established and maintained relationships with local schools and community groups to conduct fundraiser events through Indigo’s Love of Reading program, resulting in over $10,000+ of donations for local school libraries and classrooms

Toronto, Canada Area

Key holder, with experience as a Sales Generation Manager, who is in charge of ensuring everything on the sales floor is running efficiently. Leading and training new cashiers and sales staff on cash fundamentals, policies, and techniques needed to be efficient and quick, whilst staying accurate and providing excellent customer service. Responsible for the performance and results of the overall store's metrics stay atop the region. Which includes driving Indigo's Love of Reading Foundation, our Loyalty programs, Purchase with Purchase promotions and Foresee customer survey results.

Bachelor Of Arts (B.A.), Psychology

Diploma, Liberal Arts And Sciences, General Studies And Humanities