Laura Lo Grasso

Highly organized and customer-focused administrative professional with 8+ years of experience supporting daily operations, managing client cases, handling high-volume communications, maintaining accurate case documentation, and delivering first-contact resolution in fast-paced environments. Experienced in CRM systems, documentation, scheduling, reporting, cross-functional coordination, and service operations. Recognized for professionalism, attention to detail, and the ability to manage multiple cases efficiently while providing exceptional customer experiences and maintaining service excellence.

Client Experience Specialist (Concierge Advisor) at Aritzia (2022-02 – Present)

• Manage high-volume phone, email, and live chat communications, providing professional and timely client support.
• Maintain accurate customer records, case documentation, and account information using CRM systems.
• Coordinate client requests across departments, follow up on customer inquiries, and drive first contact resolution.
• Manage multiple high-volume cases while maintaining accuracy, clear communication, and service excellence.
• Apply strong problem-solving skills to resolve complex client cases and deliver a positive experience.

Retail Operations Supervisor (Floor Manager) at Aritzia (2019-03 – 2022-02)

• Coordinated daily store operations, staffing, scheduling, workflow, and service priorities in a fast-paced environment.
• Prepared operational reports, monitored KPIs, and supported management with performance tracking and follow-up.
• Trained and coached team members on company procedures, service standards, and operational expectations.
• Maintained accurate operational records and supported process improvements to improve efficiency and client experience.
• Managed competing priorities while maintaining service quality, team productivity, and operational standards.

Sales Supervisor at Michael Kors (2018-06 – 2019-02)

• Supported daily operations while providing exceptional customer service.
• Assisted with reporting, inventory, and administrative tasks.
• Supported team performance and maintained strong customer relationships.

Human Resources Management – Seneca Polytechnic

Fashion Business – Seneca Polytechnic