Miriam Abu-Ali

Operational Trainer with 10+ years of experience in onboarding, new hire training, certification, training facilitation, process training, quality assurance support, campaign readiness, product training, and continuous improvement. Experienced in developing training materials, delivering classroom and virtual training, coaching teams, analyzing KPIs, identifying performance gaps, and supporting compliance with standard operating procedures. Strong partner to Operations, Quality, Retail, E-commerce, Head Office, and external vendors.

Operational Trainer / Product & Campaign Specialist - Nespresso Canada Head Office - Montreal

(2014-02)

Lead operational training for the Canadian Customer Relationship Centre, supporting onboarding, product launches, campaign execution, quality standards, process updates, compliance communication, and service consistency across internal and external teams.

• Design, deliver, and maintain onboarding, induction, and certification programs for new hires and promoted employees across internal and external teams.
• Develop training materials, job aids, knowledge checks, and refresher content aligned with business priorities, standard operating procedures, product launches, and seasonal campaigns.
• Facilitate classroom and virtual training sessions, workshops, calibrations, and coaching sessions to reinforce process adoption, product knowledge, service quality, and compliance.
• Conduct training needs analysis using CSAT, quality evaluations, mystery shopping results, knowledge reviews, operational feedback, and KPI trends to identify skill gaps and improvement opportunities.
• Serve as Product and Campaign training lead for the Canadian CRC, preparing teams for launches, novelties, promotional messaging, stock updates, and market-specific priorities.
• Partner with Operations, Quality, Retail, E-commerce, Head Office, and external vendors to align training plans, communication, readiness timelines, and service expectations.
• Communicate process changes, safety procedures, compliance updates, and operational expectations to ensure consistent execution and knowledge retention.

Product & Marketing Manager - Old Navy - Fairview Pointe-Claire

(2018-01 - 2018-12)

Managed store execution, team readiness, promotional changes, and customer experience standards in a high-volume retail environment.

• Coached associates on operational procedures, customer service standards, productivity expectations, product placement, and compliance.
• Led promotional signage, visual merchandising, markdown execution, and sales floor readiness to support campaign launches and customer experience.
• Participated in leadership meetings to align execution plans with operational priorities, marketing direction, and best practices.

Sales Associate - Gucci - Mirabel

(2015-01 - 2016-12)

Delivered luxury client service with a focus on product knowledge, relationship building, consultative selling, and boutique operational standards.

• Used product storytelling and consultative selling to guide client recommendations and support confident buying decisions.
• Maintained client follow-up, boutique presentation, stock support, and operational routines to deliver a consistent brand experience.

Assistant Manager - Cinemas Guzzo Marche Central - Montreal

(2010-10 - 2014-11)

Supported theatre operations, employee supervision, scheduling, inventory, reporting, cash procedures, customer issue resolution, and new employee training.

• Hired, trained, scheduled, supervised, and coached employees while reinforcing procedures, service standards, and workplace expectations.
• Managed opening and closing procedures, inventory checks, daily and weekly reporting, cash balancing, deposits, and health and safety compliance.
• Resolved customer issues and operational challenges in a fast-paced environment while maintaining service quality and procedure adherence.

BAC - Modern Languages; Italian major, Chinese (Mandarin) minor - Concordia University (2012-01 - 2015-12)

DEC - Modern Languages (Italian & Chinese (Mandarin)) - Dawson College (2009-01 - 2011-12)