Kyla Nerada
Surrey,BC
Summary
Customer-focused leader with experience managing complex client relationships across multiple locations. Proven track record in customer retention and proactive issue resolution. Adept at building long-term partnerships and driving customer satisfaction through data-informed strategies.
Overview
5
5
years of professional experience
Work History
Store Manager
Imagine Cannabis
Metro Vancouver, British Columbia
10.2021 - Current
- Acted as a primary escalation point for complex customer issues across stores, ensuring timely resolution and high customer satisfaction.
- Monitored customer experience metrics and team performance, using insights to coach managers and improve outcomes.
- Provide ongoing leadership and operational support to multiple store managers, including 1:1 check-ins focused on customer experience and operational consistency.
- Travel between locations to standardize processes, and support managers with training and workflow optimization.
- Partnered closely with store managers and teams to identify recurring customer pain points, and implement long-term solutions to reduce repeat issues.
- Supported the on-boarding and development of new managers and teams, delivering hands-on customized training and guidance.
Multi-Unit Manager
T. Kettle
Metro Vancouver, BC
10.2020 - 10.2021
- Analyzed sales and customer feedback trends to identify gaps and create improvements for overall customer experience.
- Implemented standardized workflows and customer service procedures to ensure customer satisfaction.
- Oversaw operations across multiple store locations, ensuring a consistent customer experience.
- Managed, trained, and coached store managers and frontline staff.
- Acted as escalation point for complex customer concerns, resolving issues while maintaining brand trust and satisfaction.
Education
Some College (No Degree) - Business Management
Douglas College
New WestminsterCertificate - Fundamentals of Business Management
New York University
Remote06-2025
Skills
- Customer escalation handling
- KPI tracking and performance analysis
- SOP creation and documentation
- Customer experience strategy
- Manager coaching and development
- Proactive issue prevention
Timeline
Store Manager
Imagine Cannabis
10.2021 - Current
Multi-Unit Manager
T. Kettle
10.2020 - 10.2021
Some College (No Degree) - Business Management
Douglas College
Certificate - Fundamentals of Business Management
New York University