Retail/Ecommerce Team Lead at Victoria's Secret (2023-10 – 2025-08)
Led a team focused on product setup, digital analytics transition. Tasked with creating SOPs, process documentation, and stakeholder management. Responsible for RPA initiatives, PDPs, training, and mailbox management.
- Established and managed a Product Setup Team and Digital Analytics Transition, driving greater operational efficiency.
- Developed and maintained SOPs and process documentation, ensuring consistent and accurate execution of tasks.
- Managed stakeholder relationships to ensure project alignment and successful outcomes.
- Initiated RPA activities for daily tasks, collaborating with RPA teams to ensure zero-error processing and timely completion.
- Developed Personalized development plans (PDPs) for team members, coordinating relevant training programs to enhance skills and performance.
- Managed associates and senior associates, provided guidance, and ensured effective workload allocation via mailbox management.
- Successfully transitioned digital analytics, improving data accuracy and reporting capabilities.
- Automated key processes using RPA, significantly reducing manual effort and improving efficiency.
- Enhanced team skills and performance through targeted personalized development plans and training initiatives.
Account Management Team Lead at Squared Circle (2021-09 – 2023-01)
Responsible for setting up processes and managing projects for e-commerce collaborations. Oversaw customer support and category management teams, managed seller accounts, and resolved buyer issues. Managed team, career paths, and delivered training.
- Established processes for FJB & Lazada collaboration, fully managing and setting up the project.
- Created a customer support and a category management team to enhance service delivery and product management.
- Managed 9 seller accounts for fast-fashion apparel and homecare brands (Superdry, LaSenza, etc.) on e-commerce platforms (Lazada, Shopify) for South East Asian markets.
- Handled 9 accounts for customer support, ensuring high levels of customer satisfaction and experience.
- Designed and managed custom store pages for brands on e-commerce sites, based on seasons, new product launches, and marketing campaigns.
- Improved visibility for lower-selling items by optimizing page traffic, sales, and pricing.
- Acted as a primary point of contact for resolving buyer issues by coordinating with engineering, graphics, marketing, pricing, and ERP teams.
- Trained a new team in category management for new brands.
- Automated multiple activities to reduce manual work and ensure 100% accuracy.
- Implemented Individual Development Plans and career paths for each team member.
- Managed team performance through regular reviews and delivered specific metric goals against targets.
- Mentored and guided associates, senior associates, and SMEs to improve process efficiency, conceptualize designs, and deliver training to the team.
- Successfully set up and managed the FJB & Lazada collaboration project.
- Automated key activities, achieving 100% accuracy and reduced manual effort.
- Improved team performance through mentorship and development plans.
Technical Support at Accenture (2020-07 – 2021-08)
Provided wireless tech support for Telstra, handling customer inquiries, troubleshooting network & device issues, and providing solutions. Responsible for diagnosis, configuration, CRM Documentation and compliance with company policies.
- Addressed customer inquiries and provided technical support for Telstra's wireless services, focusing on mobile networks, Wi-Fi, and mobile devices.
- Guided customers through troubleshooting steps for mobile devices and wireless routers, resolving connectivity issues.
- Diagnosed and resolved issues related to Telstra's wireless network, including coverage problems and service interruptions.
- Assisted with the setup, configuration, and optimization of wireless devices, including smartphones, tablets, and mobile broadband equipment.
- Utilized remote diagnostic tools to assess and resolve customer issues without on-site visits.
- Provided step-by-step instructions for resolving common wireless problems, such as resetting network settings or updating device firmware.
- Maintained up-to-date knowledge of wireless technology, Telstra's network infrastructure, and the latest mobile devices and operating systems.
- Assisted customers with the integration of new wireless technologies and features.
- Advised customers on the best wireless plans, devices, and services based on their usage patterns and needs.
- Informed customers about available network enhancements or device upgrades to improve their wireless experience.
- Collaborated with other technical teams within Telstra to ensure comprehensive support and issue resolution.
- Recorded customer interactions, issues, and resolutions accurately in the CRM system.
- Provided feedback and reports on recurring wireless issues to help improve network reliability and customer satisfaction.
- Ensured all customer interactions and technical support activities complied with Telstra's policies, procedures, and industry regulations.
- Conducted quality checks to ensure consistent and high-quality service delivery.
- Resolved critical technical issues promptly via remote diagnostic tools, ensuring minimal service interruption for customers.
- Consistently provided high-quality technical support to customers, enhancing customer satisfaction and loyalty.
Team Lead / Process Trainer at Tesco (2010-02 – 2017-12)
Oversaw category management for Tesco UK stores. Managed team operations, developed training programs, and ensured accuracy in product information and pricing. Generated and tracked reports to correct issues and maintain margins.
- Managed Health, Beauty, Household & Healthcare categories for Tesco UK stores, ensuring optimal product representation and sales strategies.
- Led a team of 15 associates, overseeing workload distribution, SLA adherence, and quality monitoring to enhance team productivity.
- Developed and implemented SOPs, training modules, refreshers, and QA processes, improving accuracy and reducing errors.
- Conducted onboarding and refresher training sessions for new hires, associates, leads, and managers, enhancing their understanding and capabilities.
- Created and maintained product listings, promotions, pricing, markdowns, and clearance setups across multiple brands and platforms, ensuring consistent and accurate information.
- Coordinated with UK Buyers and Suppliers to update cost, promotions, discounts, and retro details, ensuring correct and timely execution.
- Investigated undercharges, resolved store queries, POS issues, and ensured accurate product setup/maintenance for smooth store operations.
- Produced and tracked margin, pricing, and cost summary reports; ensured corrective action for discrepancies, supporting financial accuracy and decision-making.
- Recognized as a trainer for all UK food categories, reflecting a proficiency in knowledge transfer and skill development.
- Achieved consistent positive feedback for training effectiveness, demonstrating strong communication and instructional skills.
- Progressed from Officer (2010–2012) to QA/Trainer (2012–2013) to Team Lead (2013–2017) through performance and effective stakeholder collaboration.
