Jennifer SELVIN

Led daily after-sales operations, overseeing diagnostics, repairs, logistics, and customer escalations.

Coached staff to enhance performance and aligned team activities with operational priorities.

• Optimised workflows, achieving 20% reduction in turnaround time and 98% SLA compliance.
• Delivered weekly KPIs and SLA dashboards, decreasing follow-up requests by 25%.
• Collaborated with management to address staff issues and resolve scheduling conflicts.
• Managed complex complaints to ensure exceptional customer satisfaction.
• Utilised Salesforce and SAP for accurate service reporting and process refinement.

• Managed B2B/B2C customer operations: orders, claims, returns, escalations, and complaints.
• Set KPIs for department performance; supported colleagues to achieve targets.
• Coordinated with suppliers, logistics, and production teams for issue resolution.
• Managed workflows through Odoo, Shopify, Prestashop, WooCommerce.
• Produced service and performance reports to improve decision-making.

Achievements:

• Improved customer satisfaction through faster claim resolution.
• Reduced order processing delays by optimizing internal workflows.
• Supported training of new staff members.
• Orchestrated process improvements, enhancing productivity.
• Led dedicated operations team for superior results.
• Managed and coordinated project tasks to meet deadlines.
• Delivered top quality customer service by addressing client concerns promptly.

• Managed reception operations, scheduling, administrative tasks, and guest relations.
• Coordinated communication between departments to improve service flow.
• Improved efficiency and productivity by acquiring new skills.
• Increased customer satisfaction by resolving issues.

• Develop effective system, monitor and report on supply chain
  costs.
• Carried out day-to-day duties accurately and efficiently.
• Successfully delivered on tasks within tight deadlines.
• Oversaw export documentation, logistics reporting, invoicing, and order follow-through.
• Supervised junior staff and implemented improvements to streamline operations.

• Managing and reviewing English & French catalogs for
  Walmart, Canada.
• Coordinating with CM/CTA in regards to Vendor’s content.
• E-mail communication with Vendor regarding templates for
  upload and download.
• Led a team of 5 associates for catalog management (English & French) for Walmart Canada.
• Conducted training, quality control, and process governance.
• Collaborated with cross-functional teams for new product launches and service updates.
• Improved operational efficiency and ensured SLA compliance.
• Support download and upload team helping them achieve
  SLA as per clients requirements.
• Successfully managed, coordinated and regulated all processes within operations.
• Monitored operations, ensuring processes stayed in line with company regulations, as well as health and safety codes.
• Maintained high service delivery through continued process assessment, development and change management.
• Handled all elements of process mapping, analysis and design, effectively developing business change.
• Meticulously monitored staff operations, identifying improvements required to reduce costs and enhance processes.

• Maintained customer relationship by responding to inquiries;
  documenting actions.
• Preparing for customer inquiries by studying products, services,
  and customer service processes.
• Responded to customer inquiries by understanding inquiry;
  reviewing previous inquiries and responses; gathering and
  researching information; assembling and forwarding information;
  verifying customer’s understanding of information and answer.
• Recorded customer inquiries by documenting inquiry and
  response in customers’ accounts.