Summary
Overview
Work History
Education
Skills
Timeline
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Tara Good

Waterloo,ON

Summary

Customer Experience Manager providing leadership to Customer Support team and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.

Overview

10
10
years of professional experience

Work History

CUSTOMER EXPERIENCE MANAGER

Sens.ai
10.2021 - Current
  • Supporting start-up from pre-sale, through launch
  • Management of Customer support for 1000+ new customers and product users
  • Develop and maintain FAQ and Knowledge base
  • Implementation of CRM tools including submission of customer tickers, automations within ticket submission, self-serve chat bot, and email flows
  • Implementation, execution, and management of standard operating procedures for new customer returns, warranty exchanges, and shipping flows
  • Implementation and execution of troubleshooting procedures for both software and hardware bugs
  • Implementation of procedures for collecting new user feedback, and distributing feedback on UX and UI to development teams for review and enhancement of product
  • Daily management of customer tickets and customer communication from pre-sale inquiry, to fulfillment and shipping, to user experience to both optimize experience of product and to support in troubleshooting complex issues
  • Creation and implementation of customer care tutorial videos
  • Work in multidisciplinary team with product owners and business analysts in fast-paced start-up environment to scale growth
  • Increase customer satisfaction, loyalty, and advocacy
  • Weekly and monthly reporting of analytics
  • Strong communication with development team to integrate customized internal platforms with existing CRM tools and marketing automation platforms to optimize automations
  • Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes and follow- ups to achieve resolution.
  • Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Develop new employees and on-going performance assessment of current employees.
  • Align company goals with customer outcomes and increase satisfaction by automating contact management systems.

LEADERSHIP COACH & KEY LEADER

Lululemon
10.2020 - 10.2021
  • Led team of educators in delivering seamless, exceptional, and authentic guest experience through technical product education
  • ACE conversion model - Managed daily operations including sales targets, product sell-through, guest-facing interactions, Omni channels, educator experience, and additional tasks as directed by ASM's and SM's, adjusting based on business needs
  • Engaged in community pillar through ambassador connection
  • Community Strategy Planning, local outreach, and personal shop experiences
  • Led team of 40 + educators and leaders through Purpose, Vision, and Goals
  • Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
  • Mentored other leaders in their facilitation of Purpose, Vision, and Goals, and providing safe and effective coaching to educators and leaders through intentional listening, being in relationship, and asking powerful questions
  • Counted registers and cleaned and secured shop at end of shift.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Worked one-to-one with employees across North America to provide life, career, and relationship coaching
  • Facilitated parenthood support group coaching
  • Developed, facilitated, and promoted internal coach training to managers and directors across Ontario West
  • Perform research on how organization can bring coaching to store-level employees daily
  • Led and facilitated workplace wellness workshops and events to bring mindfulness, purpose, and self-awareness to lululemon employees
  • Facilitated virtual, in-person and blended learning sessions.

GENERAL MANAGER

889 Yoga
04.2014 - 07.2017
  • Managed all business operations including full-cycle recruitment, guest experience, team organization, and performance, acting as primary liaison for business owners
  • Developed key strategies in partnership with business owners to ensure customer retention, drive sales, increase guest satisfaction, and implement current trends
  • Ensured daily sales targets were met and exceeded through analysis of various KPI metrics
  • Managed scheduling including employee shifts, public classes, and events/workshops, client reservations, spa services, social media content, and media/press opportunities
  • Completed account reconciliation, invoice approval, payroll, budget management, metric analysis, forecasting, supply orders, and daily cash close-outs
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Education

Coaching Fulfillment -

Co-Active Training Institute
Remote
2021

Bachelor of Arts - Psychology

University of Guelph
Guelph, ON
05.2006

Skills

  • Professional, diplomatic, and supportive leadership style
  • Natural connector with passion for supporting people
  • Keen eye for detail and swift problem solver
  • Excellent communication skills, both written and verbal
  • Proficient multitasker and highly organized
  • Customer Acquisition
  • Cross-Functional Collaboration
  • Engagement Strategy Development
  • Training and Onboarding
  • Customer Relationship Management (CRM)
  • Proficient in GSuite, WordPress, Freshdesk, Jira, Klayvio, Stripe, Medallia, MindBody Online, Asana, Slack, Blade

Timeline

CUSTOMER EXPERIENCE MANAGER

Sens.ai
10.2021 - Current

LEADERSHIP COACH & KEY LEADER

Lululemon
10.2020 - 10.2021

GENERAL MANAGER

889 Yoga
04.2014 - 07.2017

Coaching Fulfillment -

Co-Active Training Institute

Bachelor of Arts - Psychology

University of Guelph

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