Schanze Salman

• Managed a portfolio of 50+ B2B client accounts daily, ensuring on-time shipments and adherence to service-level agreements.
• Utilized Transportation Management Software (TMS) to track shipments, troubleshoot delays, and communicate updates to stakeholders.
• Collaborated closely with the Sales, Finance, and Carrier teams to optimize rates, streamline operations, and maintain high customer satisfaction.
• Monitored performance metrics (e.g., shipping times, error rates) to identify improvement opportunities and mitigate any risks to client success.
• Spearheaded internal process enhancements that reduced shipment errors by an estimated 15%, contributing to improved operational efficiency.

Key Achievements

• Consistently ranked in the top 10% of the operations team for customer service and account retention.
• Introduced a best-practice SOP document for new representatives, improving onboarding efficiency and maintaining SLA expectations.

• Acted as the first point of contact for prospective members, conducting club tours, explaining membership benefits, and addressing questions.
• Leveraged CRM tools to manage lead pipelines, schedule follow-ups, and build rapport with new clients, resulting in a steady increase in membership sales.
• Provided one-on-one coaching sessions to ensure new members were fully supported in their fitness journey, driving higher engagement.
• Analyzed data on membership usage, churn rates, and referrals to inform targeted retention strategies and promotional campaigns.
• Collaborated with cross-functional teams (Marketing, Personal Training) to align customer touchpoints and maintain seamless member experiences.

Key Achievements

• Contributed to a 15% increase in new memberships over two quarters by following a structured call-back and referral program.
• Successfully negotiated partnerships with local businesses, resulting in additional lead-generation channels and exclusive member perks.

• Led a team of 10+ staff to ensure exceptional customer service, both in-person and via phone orders, cultivating a warm and high-energy atmosphere.
• Oversaw cash flow management, daily reporting, and inventory controls, ensuring accurate order fulfillment and budget adherence.
• Orchestrated staff scheduling, training, and performance evaluations, fostering a collaborative culture that boosted staff retention.
• Acted as a liaison between vendors, the franchise owner, and management to negotiate supply contracts and align with company objectives.

Key Achievements

• Assisted with developing a customer feedback loop process that led to targeted menu updates and a 10% increase in repeat orders.
• Streamlined the monthly forecasting approach with the General Manager, improving the accuracy of order quantities and reducing waste by 20%.

• Assisted the Store Manager in overseeing day-to-day store operations, including cash handling, merchandise restocking, and return transactions.
• Delivered high-quality customer service under high-volume foot traffic at the Eaton Centre location, leveraging in-depth product knowledge of books and gifts.
• Exercised strong multi-tasking and time management to maintain quick checkout lines and handle back-office administrative tasks efficiently.
• Maintained comprehensive customer records and feedback in an internal system to help tailor future recommendations and promotional campaigns.

Key Achievements

• Recognized by management for maintaining above-average customer satisfaction scores and surpassing daily upselling targets during peak holiday season.
• Contributed to a 15% increase in store loyalty program sign-ups through targeted customer engagement at point-of-sale during Christmas of 2018.