Summary
Work History
Education
Skills
Timeline
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Gregory Bestavros

Gregory Bestavros

Milton,ON

Summary

Experienced Team Leader with a proven track record of driving customer satisfaction, brand loyalty, and revenue growth in the retail & technology industries. Skilled in leading and developing high-performing teams through periods of growth and change, and is consistently recognized for exceeding performance targets. An agent of change with a strategic mindset and strong ability to analyze and interpret data to inform strategies that support business improvement and growth. Possesses strong presentation and facilitation skills with extensive experience in building and delivering training for large organizations and teams. Subject matter expert in customer-centric marketing, visual merchandising, retail operations, and change management with over a decade of experience in the technology and retail industries.

Work History

Senior Leader, Customer Experience

Shopify
Milton, ON
03.2022 - 05.2023
  • Manage, coach and develop team of 6 leaders responsible for teams of 10+ Customer Support/Sales staff
  • Oversee all teams operations, including but not limited to: staffing, process and procedure, compliance, collaboration, performance management, recognition, quality assurance, team meetings, coaching and training
  • Support internal operations through relationship management resolving issues and grievances in partnership with HR, Employee Relations and Legal teams to mitigate risk and represent Shopify’s best interests
  • Lead strategies to improve efficiency and effectiveness of the team, improve customer experience, strengthen decision quality and reduce customer complaints
  • Cultivate strong culture of resilience, development, and performance through changing economic climate
  • Analyze and interpret data to conduct monthly and quarterly business reviews highlighting strengths and opportunities informing future strategy in support of stakeholders
  • Compose, compile and review semi-annual performance assessments and compensation allocation for ~70 employees
  • Possess and coach skilled level of change management through periods of ambiguity reinforcing company values at all times
  • Support recruitment processes through conducting interviews, job placement and initial salary allocations

Technical Support Leader

Apple Retail
Toronto, ON
02.2020 - 03.2022
  • Developed & implemented strategies to maximize availability, reduce customer wait times and meet customer demand
  • Proactive review and prioritization of operational tasks and work schedules in line with individual skillset of technical staff to achieve business goals
  • Collaboratively planned and executed projects and initiatives to fulfill and exceed company goals
  • Dynamically improve upon previous/existing processes through decision making and overseeing execution and development of new initiatives
  • Delivered feedback to team members through observation and coaching
  • Created and executed new strategies supporting various operating models due to COVID-19 Lockdowns
  • Collaborated with internal recruiting teams conducting interviews and candidate assessments
  • Handled escalated customer interactions with focus on supporting the customer experience through good decision quality and policy & procedure
  • Led team through two consecutive quarters of highest employee satisfaction in Canada
  • Consistently exceeded Net Promoter Score goal of 70 with average score of +80% throughout tenure in role

Sales Team Leader

Apple Retail
Toronto, ON
10.2017 - 02.2020
  • Maximized sales and profits for Apple through managing talent and productivity of staff
  • Proactively built and managed scheduling to best suit skills of team yielding strong performance in sales
  • Modeled and coached strong customer focus to deepen relationships with customers and build brand loyalty
  • Possess intimate knowledge of sales patterns and metrics to guide strategy supporting increased sales and world class customer experience
  • Set ambitious sales goals and motivated strong performance to keep team growing effectively.
  • Provided coaching based on performance and development opportunities with use of tailored KPI Reporting
  • Demonstrated strong ability to use analytics, experience, and judgement when making decisions and tailoring solutions

Creative Professional Trainer

Apple Retail
Toronto, ON
04.2017 - 10.2017
  • Introduced and marketed Apple’s new customer facing training campaigns to store team and customers, strategizing new ways to drive attendance, and build product adoption
  • Demonstrated exceptional presentation skills while facilitating training, workshops and product demonstrations to internal and external customers
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Advocated for sales of additional products through conversation, collaboration, training, and visual merchandising
  • Acted as ambassador of Apple’s passions, products, and services by supporting all learning opportunities within the retail store

Sales Expert

Apple Retail
Toronto, ON
01.2015 - 04.2017
  • Demonstrated strong customer focus and drive for results acting as a mentor to teammates in support of performance goals
  • Analyzed revenue patterns, and collaborated on strategy to drive more revenue in areas of opportunity
  • Tailored customer journey through storytelling and solution building through use of product displays to yield more revenue
  • Supported Visual Merchandising through leading various products display refreshes, launches, and hands-on demonstrations

Store Guest Trainer

Apple Retail
Toronto, ON
09.2015 - 03.2016
  • Assisted with recruiting, hiring, training and retaining diverse and talented team
  • Facilitated market-wide training to support recruiting and training of new employees
  • Created, implemented and supported ongoing changes to retail training environment
  • Supported launch of new products and services through visual merchandising, training workshops, and product refreshes
  • Built and managed monthly schedules to successfully onboard multiple groups of new employees

Sales Specialist

Apple Retail
Toronto, ON
11.2013 - 01.2015
  • Drove sales, created owners, and built brand loyalty
  • Brought Apple products, services, and ecosystem to life through demonstration, personalization and cultivated solutions
  • Tailored solutions based on customer needs, including business, education, and creative professionals
  • Strived to be customer focused and consistently deliver world-class customer service

Lead Customer Service Manager

Walmart Canada
Mississauga, ON
04.2012 - 11.2013
  • Managed team of 8 Customer Service Managers through coaching, and feedback
  • Supported in recruitment through delivering interviews, hiring and facilitating training orientation/onboarding
  • Strategized with store leadership to increase efficiency, productivity and increase revenue
  • Built and managed effective weekly schedule to ensure adherence to customer demand
  • Provided analytical insights on effectiveness of product displays and collaborated with teams to continue to innovate on success

Customer Service Manager

Walmart Canada
Mississauga, ON
08.2010 - 04.2012
  • Supported all front-end operations to drive efficient customer journey and build on brand loyalty
  • Possessed extensive knowledge of stores policies and procedures, and exercised strong decision quality
  • Collaborated with Visual Merchandising team to plan & execute promotional campaigns and displays to increase brand awareness and drive sales
  • Installed, maintained, and analyzed effectiveness of in-store displays, with partnership of third party vendors and store management

Education

Diploma - Business Marketing

Sheridan College
Oakville, ON

Skills

Leadershipundefined

Timeline

Senior Leader, Customer Experience

Shopify
03.2022 - 05.2023

Technical Support Leader

Apple Retail
02.2020 - 03.2022

Sales Team Leader

Apple Retail
10.2017 - 02.2020

Creative Professional Trainer

Apple Retail
04.2017 - 10.2017

Store Guest Trainer

Apple Retail
09.2015 - 03.2016

Sales Expert

Apple Retail
01.2015 - 04.2017

Sales Specialist

Apple Retail
11.2013 - 01.2015

Lead Customer Service Manager

Walmart Canada
04.2012 - 11.2013

Customer Service Manager

Walmart Canada
08.2010 - 04.2012

Diploma - Business Marketing

Sheridan College

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Gregory Bestavros