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