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Lelina Thapa
Moncton,NB
Summary
Results- driven and highly motivated Customer Service Manager and Media Professional with experience in retail operations for 6 years with different leadership responsibilities.
Ability to lead daily operations, improve customer satisfaction, motivate associates, and drive business performance through KPI-focused strategies and team development.
Strong communicator with experience in public speaking, client relationships, and marketing collaboration in media.
Analyzing feedback,team engagement, building customers trust and delivering effective solutions ina fast-paced environment with growing business competition.
Overview
11
11
years of professional experience
Work History
Team Lead
Walmart
Moncton, NB
11.2022 - Current
- Held different leadership roles in various departments managing daily store operations
- Contributed to store profit targets (10%) by delivering excellent customer satisfaction survey results
- Strengthened AES(Associate Engagement Survey) by creating positive working environment
- Participated in hiring, training, and coaching associates while providing performance feedback through workday
- Handled complex customer situations by providing quick,effective decisions enhancing a positive customer experience both Omni and In-store
- Coordinated with different teams for cross-training associates for smooth business operations when necessary
- Partnered with other stores to train teams on omni-channel processes by identifying key issues and providing best solutions for positive results
- Worked closely with multiple team leaders to analyze and enhance key performance indicators affecting store metrics and sales
- Developed and implemented strategies to improve productivity in front end operations while improving customers engagement and interaction
Customer Service Manager
Walmart
Sault Ste. Marie
09.2020 - 11.2022
- Provided prompt resolutions to customer inquiries and issues, improving overall customer service experience
- Trained cashiers and Customer service desk associates, and greeters to deliver high quality customer service standards
- Mediated and resolved associate and customer conflicts timely and effectively
- Initiated strategies to meet Front-End targets by creating fun ways to motivate cashiers and Sco-attendants
- coordinated with team leaders for cross training associates, improving front-end support and timely response during peak hours
- Led customer service initiatives to enhance overall satisfaction and loyalty.
- Analyzed customer feedback, followed up and implemented improvements that enhanced overall customer satisfaction
- Introduced new ways to recognize associates, team motivation, performance and team engagement
Program Presenter and Producer
Capital FM
Nepal
04.2015 - 08.2019
- Hosted live interviews to deliver informative, infotainment and entertainment content for diverse listeners
- Served as a media representative for international seminars, travelling across countries to represent programs and engage with global listeners
- Led brainstorming sessions for new programs/advertisements/jingles ideas, driving innovation in quality content delivery.
- Engaged in client meetings to identify business development discussions, identifying opportunities to drive growth and strengthen partnerships
- Worked closely with marketing team to create and launch new program, enhancing listeners and driving new client acquisition
Education
Healthcare Administration
Sault Ste. Marie, ON08-2020
Bachelor of Science - Healthcare Management
Nobel College
Nepal09-2017
Skills
- Customer Service Excellence
- Team leadership & Coaching
- Communication
- KPI Management
- Omni-channel support
- Client Relations
- Problem-solving
- Training & development
Accomplishments
- Standard First Aid with CPR and AED training
- Training on Life Skills for Adolescents from LCCI Nepal
- Increased store metrics through surveys
- Volunteered in scouts and Redcross for more than 10 years
- Privacy and security training fro healthcare providers using the provincial EHR certificate
Languages
English
Full Professional
Hindi
Professional Working
Nepali
Full Professional
Timeline
Team Lead
Walmart
11.2022 - Current
Customer Service Manager
Walmart
09.2020 - 11.2022
Program Presenter and Producer
Capital FM
04.2015 - 08.2019
Healthcare Administration
Bachelor of Science - Healthcare Management
Nobel College