Pearl Abrol
Sault Ste. Marie,ON
Summary
Results-driven professional with extensive experience in customer service, retailer relations, and stakeholder engagement. Adept at managing retailer networks, troubleshooting technical issues, and ensuring compliance with regulatory requirements. Proven ability to analyze data, enhance process efficiency, and deliver outstanding customer experiences. Recognized for performance excellence, problem-solving capabilities, and cross-functional collaboration.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Specialist - Retailer
OLG
03.2023 - Current
- Manage relationships with retailers to ensure adherence to OLG policies, regulatory compliance, and business integrity.
- Provide expert guidance on OLG products, promotions, and responsible gambling policies.
- Troubleshoot and resolve technical and transactional issues related to retailer systems, enhancing operational efficiency.
- Conduct performance monitoring, analyzing key retailer metrics to identify opportunities for service improvements.
- Escalate complex cases to appropriate teams, ensuring timely resolution, and customer satisfaction.
Assistant Project Manager
Blinglane Inc.
08.2021 - 02.2024
- Developed and executed promotional strategies that increased event attendance by 25% and revenue by 15%.
- Negotiated vendor contracts, reducing event expenses by 10%, while maintaining high service quality.
- Supervised a team of 20 event staff, ensuring seamless event execution, and achieving a 95% attendee satisfaction rating.
- Strengthened client retention through effective relationship building, and exceptional service.
- Utilized project management tools (e.g., Asana, Trello, Microsoft Project) to track deliverables and maintain progress.
Restaurant Supervisor
Mirai Restaurant & Lounge
08.2019 - 01.2021
- Managed daily FOH and BOH operations, ensuring compliance with service and quality standards.
- Implemented streamlined scheduling, reducing labor costs by 15%.
- Increased customer satisfaction scores by 20% through enhanced service standards and staff training.
Education
PGCert - Project Management: Resilience And Innovation
Algoma University
Sault Ste. Marie, ON06-2023
Bachelor of Science - Catering Science & Hotel Management
Bharathiar University
Coimbatore, India 05-2017
Associate of Arts - Hospitality Management
International Institute of Hotel Management
New Delhi, India 09-2016
Skills
- Retailer Network and Relationship Management
- Customer Service Excellence and Support
- Issue Resolution and Escalation Management
- Stakeholder Engagement and Communication
- Compliance with Responsible Gambling and PlaySmart Standards
- Process Improvement and Operational Efficiency
- Technical Troubleshooting and System Support
- Data Analysis and Performance Metrics
- Policy adherence and procedural compliance
- Training and Knowledge Sharing
Accomplishments
- Featured in the Quality & Customer Experience Newsletter, OLG, Fall 2024
- Recognized as 'The Customer Hero', OLG, Winter 2023
- Women's Affairs Representative, Algoma University Student Union, 2022
- Recognized as Employee of the Month twice consecutively, Mirai Restaurant & Lounge, 2020
Certification
- Alcohol and Gaming Corporation of Ontario (AGCO) Certification
- Responsible Gambling & PlaySmart Standards Training
- Wine and Spirit Education Trust (WSET) Level 1
Timeline
Customer Support Specialist - Retailer
OLG
03.2023 - Current
Assistant Project Manager
Blinglane Inc.
08.2021 - 02.2024
Restaurant Supervisor
Mirai Restaurant & Lounge
08.2019 - 01.2021
- Alcohol and Gaming Corporation of Ontario (AGCO) Certification
- Responsible Gambling & PlaySmart Standards Training
- Wine and Spirit Education Trust (WSET) Level 1
PGCert - Project Management: Resilience And Innovation
Algoma University
Bachelor of Science - Catering Science & Hotel Management
Bharathiar University
Associate of Arts - Hospitality Management
International Institute of Hotel Management
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