Zainil Lakhani
Shopper's Drug Mart
Saskatoon,Canada
4
Languages
1
Certification
4
Years of experience
Customer-focused Retail Assistant Manager with experience managing complex customer situations, high-volume service environments, escalations, and day-to-day operations. Proven ability to take end-to-end ownership of customer concerns, assess multiple perspectives, exercise sound judgment, and deliver personalized solutions while balancing customer needs with business policies and objectives. Experienced in coaching team members, sharing operational insights, improving processes, collaborating with cross-functional stakeholders, and maintaining exceptional service standards during high-pressure and time-sensitive situations. Known for empathy, adaptability, accountability, and a strong commitment to creating positive customer experiences.
Work History
Assistant Manager
2 Years- Providing the highest level of customer service by taking ownership of complex customer concerns from initial interaction through final resolution, ensuring issues were addressed professionally, efficiently, and with empathy.
- Managing over 50 customer calls per day & increasing sales by 10% in every quarter while ensuring exceptional service quality, accuracy, and attention to individual customer needs.
- Demonstrating strong ownership mentality and sound judgment when resolving customer issues, balancing company policies, operational guidelines, and unique customer circumstances.
- Evaluating situations from multiple perspectives, identified root causes, and presented appropriate options and solutions to customers and management.
Store Systems and Admin
3 Years 10 Months- Monitored operational and customer-service performance, understanding the relationship between key business drivers, service metrics, customer satisfaction, and overall business results.
- Adapted quickly to management and quality feedback, incorporating coaching into daily practices to continuously improve service quality, productivity, and customer outcomes.
- Took initiative to support changing business priorities and responsibilities, demonstrating openness to new challenges, adaptability, and a proactive approach to work.
- Responded effectively to urgent and emergency situations, maintaining composure, prioritizing appropriately, and ensuring customer and operational concerns were addressed promptly.
Registration Clerk
- Updated voters' existing information in the electronic voters list.
- Checked identification documents (ID) and registration forms of new eligible electors.
- Registered new eligible electors in the electronic voters list.
- Read the voter declaration to each voter, ensured they signed the voter book, issued ballot and provided instructions to eligible voters.
- Processed registrations and updates for community programs efficiently and accurately.
Education
MBA - Finance
Skills
Interpersonal Communication
Cross-functional collaboration
Quality Improvement & Control
Problem-Solving
Analytical Thinking
Decision-making
Critical Thinking
Adaptability
Certification
- The Fundamentals of Digital Marketing (Google Digital Garage)
- Harmonized Life License Qualification Program (Vancouver)
- JP Morgan Chase- Commercial Banking Job Simulation (Forage)
- Scrum Foundation Professional Certificate
- Business Intelligence Foundation Professional Certification
Accomplishments
- Bravo Award- London Drugs Ltd
- Blue Core Award- Shoppers Drug Mart
Languages
English
Hindi
Gujarati
Punjabi
Interests
Adventure
Travelling
Continuous Learning
Networking
Volunteering
Research
Timeline
Assistant Manager
Shopper's Drug Mart
09.2024 - CurrentRead More
Registration Clerk
City of Vancouver
10.2022 - 10.2022Read More
Store Systems and Admin
London Drugs Ltd
04.2022 - 02.2026Read More
University Canada West
MBA from Finance
Read More