- Defined and executed store-level customer service projects focused on elevating
- Customer Happiness, Customer Delight Scores, and Net Promoter Scores (NPS).
- Monitored and analyzed Google My Business (GMB) and Facebook ratings to proactively address customer feedback and improve store brand sentiment.
- Spearheaded the Welcomer/Goodbyer framework to greet and assist shoppers, driving footfall conversion and direct Turnover (TO) growth.
- Handled real-time customer inquiries and support across contemporary digital touchpoints