Hi, I’m
Zoha Kazmi
Mississauga,Canada
Summary
Results-driven operations professional with expertise in process creation, continuous improvement, and team leadership. Demonstrated ability to improve business operations through critical thinking, documentation, and process enhancement initiatives. Skilled in copywriting, training, and creating impactful materials to optimize organizational performance. Proficient in learning new systems and processes.
Overview
6
years of professional experience
Work History
Canada GooseScarborough, Canada
QA Returns Supervisor
09.2022 - Current
Job overview
- Overseeing global QA return repairs in 5 global regions, resulting in 20,000+ units processed in FY24, creating an approximate value of 2.8M for the business.
- Successfully completed the Canada Goose Lean Yellow Belt Training program in October 2024, implementing process efficiencies resulting in cost and time savings for day-to-day repair operations. Presented to senior leadership through 5 project-based assignments.
- Analyzing and implementing changes to existing processes and systems, ensuring streamlined operational efficiency, and bridging gaps.
- Overseeing development and maintenance of SOPs, process flow charts, and training materials for global QA returns and repair operations. Implemented a coding system for efficient sorting and upkeep.
- Maintaining high performance levels through effective management of a team of 4, responsible for processing repairs and meeting monthly KPIs.
- Successfully trained 30+ personnel through the development of an onboarding training program for global 3PL and repair facilities.
- Facilitating prompt resolution of global QA queries from retail, wholesale, and 3PL entities through triage methodology.
- Effectively collaborating cross-functionally with various teams, including inventory control, QA offshore, Finished Goods, Supply Chain, Warranty, etc. Fostering a cohesive and integrated approach to operations.
FiverrRemote
Freelance Copywriter
09.2021 - 12.2022
Job overview
- Produced compelling and persuasive product descriptions that resonated with various audiences and channels to drive sales for 25+ businesses.
- Partnered closely with clients to gain a deep understanding of their brand identity and target audience, enabling the creation of impactful copy that aligns with business objectives, resulting in a consistent 5-star rating for services rendered.
- Translated complex technical information into concise, compelling copy.
- Reviewed and edited copy to ensure accuracy, clarity, consistency, and alignment with brand standards.
- Developed creative concepts based on client objectives and target audience.
- Managed concurrent projects while delivering high-quality copy within tight deadlines to ensure customer satisfaction.
Canada GooseScarborough, Canada
QA Returns Specialist
10.2021 - 09.2022
Job overview
- Monitored international quality concerns from retail, wholesale, and internal partners, providing timely advisories to stakeholders.
- Facilitated data-driven decision-making through analyzing data and producing comprehensive reports.
- Developed extensive department documentation for internal and external share-out, maintaining a library of comprehensive manuals, SOPs, and training materials.
- Onboarded and provided continuous training to 3PL facilities on QA returns processes and standards.
- Enhanced inspection accuracy by 10% on average across two facilities through audits, guidance, and course correction.
- Managed the data tool for the QA returns department, housing over 300,000 records of inspection data, while acting as app admin and implementing changes to user flows and forms as applicable.
- Established and managed end to end process of repairable returned goods and parts needed to facilitate repairs.
- Supported in implementing returns repair processes in 3 global regions, providing ongoing support to 3PLs and repair centers.
- Coordinated materials and spare parts support to global vendors, ensuring seamless integration for operational repair processes.
Stitch ItEtobicoke, Canada
Alterations Store Manager
07.2018 - 10.2021
Job overview
- Managed a net new alterations store location, ensuring a successful launch, building a customer base from the ground up, and establishing a market presence through customer satisfaction surveys.
- Hired, onboarded, and oversaw a team of 5 fitting advisors and seamstresses, creating a team focused on delivering high-quality service and meeting customer needs.
- Cultivated relationships with retail stores and corporate accounts, including McCarthy's Uniforms, Lululemon, and Air Canada, to deliver seamless alteration and repair services.
- Efficiently managed staff schedules and allocated resources to ensure timely completion of alterations, ensuring client satisfaction.
- Consistently surpassed sales goals by adeptly offering add-on products and services, resulting in the highest ranked average cost per transaction across all Ontario stores.
- Spearheaded the trial of new business initiatives in-store, including 3-D body scanning, ship-to-home alterations, and the testing and launch of a new POS system, positioning the store as a pilot location for innovative solutions.
Education
Brain Station
UX Design Certificate
01.2024
George Brown College
Industrial Power Sewing Certificate
11.2016
George Brown College
Fashion Business Diploma
04.2016
Skills
- Process Creation
- Process Improvement
- Data Analysis
- Communication
- Leadership
- Problem-Solving
- Vendor Relations
- Time Management
- Adaptability
- Attention to Detail
- Continuous Improvement
- Quality Control
- Team building
- Project Coordination
- Staff Coaching and Training
- Workshop Facilitation
- Product Assessments
- Analytical Thinking
- Report Preparation
- Document Creation
- Timeline Management
- Critical Thinking
- Stakeholder Management
- Product Knowledge
Accomplishments
- 6 Time recipient of the Canada Goose Crew Leader Award for making an impact through embodying company values.
- Successfully completed the HORN Sales & Leadership Development training program
- Successfully completed Canada Goose LEAN Yellow Belt training program
Timeline
QA Returns Supervisor
Canada Goose
09.2022 - Current
QA Returns Specialist
Canada Goose
10.2021 - 09.2022
Freelance Copywriter
Fiverr
09.2021 - 12.2022
Alterations Store Manager
Stitch It
07.2018 - 10.2021
Brain Station
UX Design Certificate
George Brown College
Industrial Power Sewing Certificate
George Brown College
Fashion Business Diploma
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