Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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)
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
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, ON
06.2021

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

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Emily Pecchia