Emily Pecchia
Scarborough,ON
Summary
Results-driven customer experience leader with a strong track record of guiding teams to success through collaboration and strategic execution. Skilled in project management, conflict resolution, and planning, with proven adaptability in fast-paced environments. Dedicated to building cohesive, high-performing teams that drive customer satisfaction and leveraging innovative approaches to deliver exceptional results.
Overview
10
10
years of professional experience
Work History
Team Lead, Customer Experience
Relay Financial
Toronto, ON, Canada
01.2024 - Current
- Responsible for leading a team of up to 10 Customer Experience (CX) Specialists supporting SMB customers across phone and email channels.
- Enhancing overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Serving as an escalation point of contact across the CX team for high-complexity and/or high-friction issues.
- Contributing to, and oftentimes leading, company-wide product improvement initiatives powered by customer feedback and data insights.
- Building internal training and enablement documentation/playbooks for all customer-facing teams.
- Promoting a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Serving as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Regularly assist with recruitment/hiring to build a world-class team.
Senior Customer Experience Specialist
Relay Financial
Toronto, ON, Canada
07.2023 - 01.2024
- Provided priority support to Relay's highest-value customer base, maintaining an average Customer Satisfaction (CSAT) score of 90% or higher.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Maintained a high level of knowledge on Relay's ever-evolving products and services, enabling efficient issue resolution for customers.
- Provided escalation support to junior CX Specialists across phone, email, and chat channels for high-complexity issues.
- Communicated regularly with leadership to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Assumed the role of the CX team's content writer and training expert, owning our external Knowledge Base articles and internal Guru/Notion documentation for training and cross-functional support.
Customer Experience Specialist
Relay Financial
Toronto, ON, Canada
10.2022 - 07.2023
- Provided hands-on support to customers across phone, email, and chat channels, primarily through Zendesk.
- Maintained an average CSAT score of 90% or higher, taking a proactive and personalized approach to customer support to deliver delight.
- Assisted with the development of Knowledge Base articles and internal documentation to drive efficiency and product expertise across the CX team.
Manager, Operations & Customer Experience
Aethos Labs (formerly Greencube)
Toronto, ON, Canada
10.2021 - 10.2022
- Managed day-to-day operations by leading the implementation of short- and long-term strategies to achieve business plan and profitability goals, reporting directly to CEO.
- Acted as the company's point of contact for most client inquiries, and delivered positive client experiences by implementing effective quality assurance practices, conducting regular check-ins, drafting reports, and collecting feedback.
- Collaborated with colleagues to maximize client satisfaction, streamline procedures, and track progress.
- Demonstrated a high level of flexibility by aiding senior leadership with tasks related to Marketing, Sales, Product Growth/Development, recruiting, and interviewing, in addition to day-to-day responsibilities.
- Constantly cultivated and strengthened relationships with clients, prospects, and internal stakeholders.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Managed the company chat bot (powered by Tidio) to address user/visitor inquiries as needed.
Store Supervisor
Bulk Barn Foods Limited
Toronto, ON, Canada
01.2016 - 10.2021
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain a positive brand reputation.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Maintained overall customer satisfaction, quality assurance, and employee well-being, as well as overall day-to-day operations such as cash management, scheduling, store cleanliness/organization, and stock/inventory management.
- Managed and recorded finances at the end of each shift.
Education
Honours Bachelor of Arts - City Studies, Psychology, Media Studies
University of Toronto
Toronto, ON06.2021
Skills
- Team Building
- Leadership
- Process Improvement Strategies
- Coaching and Mentoring
- Cross-functional Collaboration
- Conflict Resolution
- Organizational Skills
- Time Management
- Microsoft Office
- Google Suite
- Slack
- Notion
- Zendesk
- Salesforce
Timeline
Team Lead, Customer Experience
Relay Financial
01.2024 - Current
Senior Customer Experience Specialist
Relay Financial
07.2023 - 01.2024
Customer Experience Specialist
Relay Financial
10.2022 - 07.2023
Manager, Operations & Customer Experience
Aethos Labs (formerly Greencube)
10.2021 - 10.2022
Store Supervisor
Bulk Barn Foods Limited
01.2016 - 10.2021
Honours Bachelor of Arts - City Studies, Psychology, Media Studies
University of Toronto