• Overhauled and/or introduced KPIs and data-driven dashboards across departments, providing real-time visibility into operational performance
• Optimized standard operating procedures, enhancing overall efficiency
• Developed clear people strategies, identifying bottlenecks, ensuring role clarity, and improving team performance

• Led the Customer Experience team and Risk and Compliance team, consistently achieving above 90% Customer Satisfaction (CSAT) and NPS scores over a 15-month period
• Regularly evaluated team and individual performance, offered feedback, and implemented weekly 1 :1's, which drove initiatives to enhance customer satisfaction, support efficiency, and team morale by 7%
• Demonstrated ownership and leadership by taking charge of key business initiatives, ensuring alignment with organizational goals and fostering a culture of continuous improvement
• Spearheaded process improvements, resulting in enhanced operational efficiency and decreased franchise risk portfolios by 2% in the first 4 months of launch

• Collected and analyzed cross-departmental data to maximize growth in productivity by 11% in 3 months, effectively leveraging product strategy, quantitative insights, and customer feedback
• Built dashboards for the team, resulting in a 13% improvement in ticket resolution times
• Drove initiatives to enhance customer satisfaction, support efficiency, and team morale, contributing to a 17% increase in productivity and 12% in team satisfaction
• Implemented a customer-centric sales strategy that focused on understanding customer needs, leading to a 25% increase in sales and a 15% improvement in customer satisfaction scores

• Built and implemented tracking dashboards and managed week-over-week metrics to monitor growth, quality, and cost, resulting in a 13% improvement in ticket resolution times
• Effectively communicated with team members about their performance, aspirations, and well-being, fostering a positive and inclusive team culture
• Utilized advanced analytical skills, to inform decision-making processes and enhance data-driven insights in a dynamic and fast-paced environment
• Drove initiatives aimed at enhancing customer satisfaction, support efficiency, and team morale by introducing weekly team-building activities that contributed to a 17% in productivity and 12% in team satisfaction

• Developed high-performing Store Managers, resulting in a 7% boost in team productivity and leadership capabilities, resulting in 4 management promotions
• Created and enforced organizational policies, developed SOPs, and established protocols that aligned with company culture and vision
• Demonstrated track record of surpassing sales targets and building enduring relationships
• Conducted competitive analysis, monitor market trends, and provide insights to senior leadership and executives, resulting in an increase in sales by 13% YOY
• Identified process improvements, analyzed performance metrics, and implemented strategies to enhance guest satisfaction by 32% in the first 9 months

• Delivered engaging training sessions to employees through carious methods such as classroom and on the job learning, resulting in enhanced skill development and improved performance
• Achieved a year-on-year sales growth ranging from 7% to 9%, simultaneously a 5% reduction in turnover

• Organized and directed comprehensive training programs covering all aspects from pre-opening preparations to successful launches of 4 Moxies, Chop, and Shark Club locations across Canada within a condensed 6-week timeline
• Created budgeting processes, oversaw P&L reports, and consistently aimed to achieve targeted margins, seeing an increase in sales 11% year over year