Leigh Malan
Mississauga,ON
Summary
Proven Operations Manager with a track record of enhancing customer experience at Popeye's Supplements through strategic staff development and customer empathy. Excelled in data analytics and Shopify, boosting team collaboration and efficiency. Achieved significant improvements in customer satisfaction and operational processes, demonstrating a keen attention to detail and a commitment to excellence. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
28
28
years of professional experience
Work History
Operations Manager, Customer Experience
Popeye's Supplements
11.2012 - 04.2024
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Esthetician
Brandy and Wine Hair Salon
01.2002 - 12.2011
- Educated clients on proper skincare routine maintenance and guided them in selecting appropriate home care products.
- Maintained strict sanitation protocols to ensure a clean and safe environment for both staff and clients.
- Performed various facial treatments for optimal skin health, including microdermabrasion, chemical peels, and LED therapy.
- Established long-lasting relationships with clients by providing personalized care and consistently delivering outstanding results.
- Sterilized equipment for patient treatments.
- Provided exceptional customer service, addressing client concerns promptly and professionally to ensure satisfaction.
- Recommended retail products for at-home use.
Caregiving
03.1998 - 06.2002
Stayed home with my children
Travel Agent
Flight Centre
01.1996 - 03.1998
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
Education
Esthetics And Nail Care Technology
Scientific Marvel
Winnipeg03.2001
Skills
- Staff Development
- Customer Empathy
- Customer Acquisition
- Data Analytics
- Account Management
- Proficient in Excel
- Proficient in Shopify
- Proficient in Quickbooks
- Teamwork and Collaboration
- Customer Service
- Time Management
- Attention to Detail
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Operations Manager, Customer Experience
Popeye's Supplements
11.2012 - 04.2024
Esthetician
Brandy and Wine Hair Salon
01.2002 - 12.2011
Caregiving
03.1998 - 06.2002
Travel Agent
Flight Centre
01.1996 - 03.1998
Esthetics And Nail Care Technology
Scientific Marvel
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