Summary
Overview
Work History
Education
Skills
Timeline
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Lori Poole

Customer Experience-Focused | Collaborative Team Leadership & Growth Driver
Oshawa,ON

Summary

Dynamic leader with a proven track record at Jiffy.com, where I scaled a customer service team from 5 to over 60, driving efficiency through process optimization and KPI management. Expert in customer experience strategy and team mentorship, I fostered award-winning service and implemented automation tools to enhance performance.

Overview

18
18
years of professional experience

Work History

Manager of Customer Experience & Operations

Jiffy.com
09.2017 - 05.2025
  • Scaled customer service team from 5 to 60+, building structure across agents, senior reps, and supervisors
  • Mentored an award-winning team recognized for top-tier service multiple years in a row
  • Implemented tools, automation, and process improvements to drive efficiency and reduce resolution times
  • Led with a strong focus on KPIs—CSAT, NPS, AHT, and first response time—using data to inform strategy and coaching
  • Proactively tested website functionality to identify and resolve customer-facing issues before launch
  • Planned and launched major new business verticals, aligning cross-functional teams for smooth execution

Territory Sales Manager

Liquid Luxuries
09.2013 - 05.2017
  • Grew regional sales by over 2× in four years through strategic partnerships and brand expansion
  • Elevated salon customer experiences by aligning stylists with luxury brands that match their brand
  • Partnered closely with educators and stylists to deepen understanding of product ingredients, performance, and sales techniques
  • Focused on education-first relationships, earning long-term trust by helping stylists grow their business—not just sell products
  • Championed a consultative approach that prioritized hair health, brand integrity, and elevated service delivery

Account Executive

Bond Brand Loyalty
09.2007 - 07.2013
  • Supported IBM’s business partner loyalty programs by managing marketing events and trade show activations across North America
  • Collaborated with Ford’s commercial sales team to drive adoption of marketing programs across 80+ dealerships
  • Delivered tailored support to dealerships through print campaigns, digital marketing, and in-person event execution to boost local visibility and sales
  • Led the development of a Canada-wide gamified training platform to increase course engagement among sales and service staff
  • Strengthened dealer performance by aligning marketing strategy with business goals, improving both program participation and ROI

Education

Bachelor of Business Administration -

College of The North Atlantic
Gander, NL
05.2001 -

Skills

Customer Experience (CX) Strategy

Team Leadership & People Management

Cross-functional Collaboration

Startup & Business Scaling

Loyalty & Retention Programs

KPI-Driven Performance Management

Gamification & Training Program Development

Operations & Process Optimization

Microsoft Office Suite (Excel, PowerPoint, Outlook, Teams)

Google Workspace (Docs, Sheets, Slides, Drive)

CRM & Analytics Tools: Mixpanel, Zendesk

Project & Workflow Tools: Jira, Confluence

Communication & Collaboration: Zoom, Slack

Timeline

Manager of Customer Experience & Operations

Jiffy.com
09.2017 - 05.2025

Territory Sales Manager

Liquid Luxuries
09.2013 - 05.2017

Account Executive

Bond Brand Loyalty
09.2007 - 07.2013

Bachelor of Business Administration -

College of The North Atlantic
05.2001 -

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Lori PooleCustomer Experience-Focused | Collaborative Team Leadership & Growth Driver