DAISY PARMAR

• Integrates all major operating functions of the business and owns P&L management for a North American organization comprised of 50-100 employees and revenue between $10 million to $20 million
• Improved overall productivity while simultaneously reducing staffing and operational costs by 20% to develop a 97% remote workforce
• Oversaw all the budget planning processes and company activities leading to the organization’s most profitable fiscal year since 2017
• Ensured effective recruiting, onboarding, professional development, performance management, and retention
• Managed departmental operations and employee productivity by leading all cross functional areas and teams in the company
• Increased efficiency across the company by reducing contacts per shipment via phone/email from 8 to 3.5 contacts
• Increased the response & resolution times for customer issues with a 50% improvement rate by creating and leading a high functioning specialized client services team and removing silos within the organization. Selected Achievements:
• Received three progressive role promotions over three years moving from a Senior Manager, Director of Operations, to finally Chief Operating Officer
• Completed Integrator Masterclass Certification in December 2021
• Led the organization through Covid-19 from employee retention, customer retention, P&L accountability:
• 25% increase in Canadian profit
• 35% increase in US profit
• 500% increase in positive Glassdoor reviews
• 37 gain in Employee Net Promotor Score resulting in a score of +35
• 97% customer retention rate

• A & A Contract Customs Brokers
• Rightsized staff to ensure culture reflected core purpose and values resulting in an increase of 15% from employee engagement scores
• Implemented Standard Operating Processes & checklists for Canadian and US Operations which led to increased operational productivity by 20%
• Optimized 100% of key performance indicators per department to ensure metrics were meaningful and success was clearly articulated
• Implemented a new operating system (Entrepreneurial Operating System) company-wide with 95% adoption rate
• Upgraded payroll system to significantly enhance payroll effectiveness and resulted in a 100% decrease of payroll complaints from staff. Selected Achievements:
• Led the separation of two business entities – BorderBuddy and A & A Customs Brokers
• Recruited, onboarded, and realigned organizational structure for different business structures
• Designed and facilitated the move to the new office space for BorderBuddy in Canada
• Member of the Board of Directors to continue provide leadership, mentorship, and guidance to the BorderBuddy leadership team

• Redesigned a new customer care call flow for all employees to provide a consistent customer experience
• Implemented a new Quality Management Program to ensure customers were receiving world class service
• Implemented a new phone system
• Created & implemented operational & sales playbook for staff

As the Senior Manager of Customer Care, I was responsible for addressing all North American customer concerns via telephone, email, social media (Twitter, Facebook & Instagram), chat, retail, and website channels. I had full accountability for recruitment, training, continuous improvement via process and system implementation, and fiscal responsibility for my department of 35-100 direct reports. Over my time at Lush, I was able to achieve the following:

• Redesigned a new customer care call flow for all employees to provide a consistent customer experience
• Implemented a new Quality Management Program to ensure customers were receiving world class service
• Customer feedback surveys were added to phone calls to gather direct customer feedback resulting in stronger customer service
• Partnered with the design team to execute my vision the new office space for our growing Customer Care Team
• Sourced and implemented a new phone system and social media system with updated real time reporting and leadership dashboards for the call center
• Renegotiated a new email and chat contract with Zendesk
• Effectively managed and exceeded all center forecasts and budgets; under budget for labour costs for the last 12 months with stronger service level adherence remaining above 80% in all channels
• Contributed to the Brand Communications strategy and assisted our Voice of Customer program as needed

• Best in class results in employee engagement survey- June 2013
• Consistently top 3 team scorecard ranking across the country
• Less than 5% attrition rates on my team for the last 3 years

• I was responsible for addressing all North American customer concerns via telephone, email, social media (Twitter, Facebook & Instagram), chat, retail, and website channels
• I had full accountability for recruitment, training, continuous improvement via process and system implementation, and fiscal responsibility for my department of 35-100 direct reports
• Over my time at Lush, I was able to achieve the following:
• Redesigned a new customer care call flow for all employees to provide a consistent customer experience
• Implemented a new Quality Management Program to ensure customers were receiving world class service
• Customer feedback surveys were added to phone calls to gather direct customer feedback resulting in stronger customer service
• Partnered with the design team to execute my vision the new office space for our growing Customer Care Team
• Sourced and implemented a new phone system and social media system with updated real time reporting and leadership dashboards for the call center
• Renegotiated a new email and chat contract with Zendesk
• Effectively managed and exceeded all center forecasts and budgets; under budget for labour costs for the last 12 months with stronger service level adherence remaining above 80% in all channels
• Contributed to the Brand Communications strategy and assisted our Voice of Customer program as needed

• Constructing and delivering national communications on behalf of VP, Directors, and National strategy team through email, intranet, electronic slides, coaching huddle material
• Created, developed, and managed communication program- ‘Your Voice’- designed to empower frontline customer service representative’s to become a part of the decision making process and to let their voice be heard
• Presented and gained approval of this program from C-Suite leadership
• Audience of 4500 people
• Online employee engagement program that I created, implemented, and managed
• Worked with continuous improvement team and sponsors to ensure front line recommendations were implemented in a timely manner
• Conducted focus groups; designed, delivered training to stakeholders and participants

• Led a team of 60 agents (40 new hire agents and 20 training support consultants)
• Responsible for all operational aspects for 60 direct reports bridging transition period from initial classroom/theory environment to hands on work/real world experience
• Worked with a national virtual team to create, design, and implement a national training and coaching program for Training Support Consultants

• Best in class results in employee engagement survey- June 2013
• Consistently top 3 team scorecard ranking across the country
• Less than 5% attrition rates on my team for the last 3 years

• Redesigned and implemented training manual for new line of business
• Provided training virtually, classroom based, computer based, webinars, one on one
• Led “Train the trainer” activities
• Designed, developed, and delivered workshops based on “Fierce
• Conversations” training to strengthen leadership capacity across the organization
• Completed an Adult Instructional Techniques Workshop with Friesen, Kaye & Associates

• Handling customer concerns in a professional and timely manner for multiple lines of business