Sydney Drapkin Email & Phone Number

Vancouver, British Columbia, Canada

Leads the Customer Happiness team with a focus on customer experience, operations, and technology. Monitors channel and individual agent performance and provides coaching as needed. Acts as the voice of the customer and partners with Operations, Supply Chain, and Marketing to improve and implement processes. Drives the successful completion of the department's fiscal year (FY) strategic goals through a variety of projects.• Redesigned the team’s ticket tagging system, improving accuracy… Show more Leads the Customer Happiness team with a focus on customer experience, operations, and technology. Monitors channel and individual agent performance and provides coaching as needed. Acts as the voice of the customer and partners with Operations, Supply Chain, and Marketing to improve and implement processes. Drives the successful completion of the department's fiscal year (FY) strategic goals through a variety of projects.• Redesigned the team’s ticket tagging system, improving accuracy and providing actionable insights based on customer feedback for the first time in company history. Established a framework for post-launch feedback and streamlined the process for fulfilling ad-hoc reporting requests• Created backend rules in Gorgias helpdesk software to improve ticket flow, automate tasks, and enhance the accuracy of reporting in tandem with the new ticket tagging system• Overhauled backend settings in Gorgias to improve agent efficiency, drive better adoption of the platform, and increase automation usage• Introduced a team schedule to provide agents with a clear view of their shifts, optimize workforce hours, and ensure consistent channel coverage• Manages support tickets with third-party logistics partners, improving tracking, timely follow-ups, and end-to-end claims management to enhance customer experience• Implemented an AI agent for our email channel, doubling our automation rate and reducing first response time (FRT) by 6h 29m and resolution time (RT) by 9h 29m within two months• Refined Slack usage for internal communications by removing unnecessary noise and creating consistent structures for key updates on promotions, launches, SOPs, and known issues• Improved Trustpilot strategy to boost review volume, increasing the score from 4.5 to 4.7 in three months• Initiated the company’s first BPO relationship, resulting in the hiring of an agent to support with coverage gaps and advancing our FY strategic goal to meet KPIs Show less

Vancouver, British Columbia, Canada

Led the Customer Experience department, overseeing the Customer Experience and Virtual Fittings teams with five direct reports and a broader team of 30 coordinators. Focused on building a high-performing, engaged team to drive sales and brand loyalty, while managing performance, hiring, and departmental strategy.• Reduced weekly off-channel time spent on team meetings and side projects from 76 hours to 20.5 hours, ensuring no impact on productivity and maximizing channel coverage•… Show more Led the Customer Experience department, overseeing the Customer Experience and Virtual Fittings teams with five direct reports and a broader team of 30 coordinators. Focused on building a high-performing, engaged team to drive sales and brand loyalty, while managing performance, hiring, and departmental strategy.• Reduced weekly off-channel time spent on team meetings and side projects from 76 hours to 20.5 hours, ensuring no impact on productivity and maximizing channel coverage• Redesigned the team meeting presentation template to cater to diverse learning styles, adding a focus on coaching opportunities and a recognition model aligned with company values• Optimized team scheduling through workforce management software, ensuring consistent schedules, minimizing coverage gaps, and distributing hours evenly across channels. Also introduced the publication of schedules one month in advance, up from two weeks Show less

Vancouver, British Columbia, Canada

Managed all product launches throughout the full project lifecycle. Directly oversaw the task load of one of the company's owners, who operated as the Creative Director, to ensure the successful completion of and accountability to their varying responsibilities. Led all cross-functional communication with the Sales, Creative/Marketing, Production, and Customer Service teams. Held all teams accountable to on-time completion of their deliverables.

Vancouver, British Columbia, Canada

Responsible for the performance and development of 8-12 Community Support agents, partnering with the Operations Manager and other Team Leads to guide the broader team. Conducted biweekly quality assessments and productivity reports, weekly one-on-ones, quarterly and annual performance reviews, and daily coaching, while overseeing day-to-day operations in alignment with SLA targets.• Led a 6-month project to redesign the team’s monthly assessment, the first update in five years. This… Show more Responsible for the performance and development of 8-12 Community Support agents, partnering with the Operations Manager and other Team Leads to guide the broader team. Conducted biweekly quality assessments and productivity reports, weekly one-on-ones, quarterly and annual performance reviews, and daily coaching, while overseeing day-to-day operations in alignment with SLA targets.• Led a 6-month project to redesign the team’s monthly assessment, the first update in five years. This resulted in clarified success expectations for agents and enabled consistent, streamlined feedback from leadership• Managed the Sprinklr helpdesk software relationship, including troubleshooting, ownership of open tickets, driving weekly meetings with our CSMs, and maintaining backend workflows• Coached multiple direct reports from below expectations to fully meeting role responsibilities• Reset reporting expectations, significantly improving the team's tagging accuracy of customer interactions• Collaborated with the Insights & Analytics team to optimize guest feedback use, creating ad-hoc dashboards to monitor high-profile situations and providing timely updates to senior and executive leadership• Developed action plans rooted in facts, urgency, and brand guidelines to effectively address potential PR crises• Led internal communications to ensure team alignment on critical updates, including process changes, technology updates, and realignment initiatives• Presented in team meetings on brand voice, case management, and system use improvements, shared guest insights, and recognized values-driven team members Show less

Vancouver, British Columbia, Canada

Represented the lululemon brand through engaging with guests on various social media channels. Focused on reporting and escalation of social channel trends to stakeholders, identifying areas of opportunity and presenting possible solves to elevate the team and guest experience, and mentored the development of new and existing team members alike.

Vancouver, British Columbia, Canada

Delivered a world-class guest experience via phone, email, live chat, and SMS. Demonstrated in-the-moment problem-solving and creative thinking for guest resolutions. Had a consistent track record providing high quality support to guests which resulted in taking on a larger scope of role leading shadow sessions with new hires and providing coaching and feedback to existing peers.

Vancouver, British Columbia, Canada

Primarily took hour long makeup appointments with clients. Additionally, taught mini-makeup lessons (5-`15mins) and educated clients on various products and routines. Became mini-facial trained.

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Managed the sales floor throughout the day, trained new sales associates, and offered the broader team daily support and guidance. Consistently met, and often exceeded, weekly and monthly individual sales targets.