Mieka Loepp

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Senior manager, customer experience

Open Farm Pet & Canada Pooch

Nov 2020 - Sep 2021 (11 months)

- Owned customer support, experience, strategy, customer journey and execution for both Canada Pooch and Open Farm Pet. - Implemented new tech stack and executed on transition (from Gorgias & Aircall to Kustomer & Dialpad) saving $5000+ monthly. - Maintained 90%+ CSAT across both companies/ channels, for all products and services. Created flexible staffing strategy for both companies, including permanent and seasonal employees, as well as forecasting, hiring, onboarding, training and offboarding team members. Mapped customer journeys & owned monthly customer committee meetings to improve experience and increase subscription purchases.

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Senior manager, customer experience

Canada Pooch

Nov 2020 - Current (4 years 11 months)

- Launched 4 new channels including chatbots, video, self-serve and social media. - Staffed, trained, and managed team while more than doubling in size seasonally each year. - Managed intake and resolution of 25,000+ inquiries per month across all channels Growth, development and management of Canada Pooch's customer journey and customer experience team. Leads the team to resolve over 25,000 tickets per month across multiple channels, including launching 4 new channels. Increased CSAT by 10% to 90%+ overall Maintained 97%+ CSAT on live chat with a conversion rate of 30%+ Owned seasonal readiness and crisis management across the company - created and implemented contingency plans resulting in operational efficiency gains, cost savings, and

Manager, customer support & offshore operations

Opencare

Jul 2019 - Nov 2020 (1 year 5 months)

- Growth, development and management of Opencare's Customer Support, Offshore Operations and Billing & A/R departments. - Led the team to resolve over 10,000 tickets per month with issues spanning from technical integrations to billing and account questions. - Led cash collection and A/R management & reporting, as well as various offshore operations teams and projects.

Customer support operations manager

Opencare

Jan 2019 - Jun 2019 (6 months)

- Built and led Opencare's first practice support team. Developed all processes and playbooks to facilitate the best possible experience, as well as hiring, onboarding and training of all support agents.

Customer success manager

Opencare

Jul 2018 - Jan 2019 (7 months)

- Conducted online training sessions to new clients and led on-boarding process to ensure successful adoption and implementation, while also strategically managing the renewal business of Opencare's longest standing clients in its largest territory.

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eCommerce Category Team Analyst

Walmart Canada

Jun 2017 - Jun 2018 (1 year 1 month)

- Responsible for all item on-boarding, vendor on-boarding, pricing analysis and execution, reporting, troubleshooting and issue investigation/ resolution, and any other ad hoc tasks and analysis as needed for 8 depts in General Merchandise. - Owned store item modular readiness: increased average percent of store items online by 60%+ (including seasonal readiness process creation) in 2 months while building an import item on-boarding process with cross functional partners. - Worked with Integration Managers to develop and roll out new ways of working across entire Hardlines and Electronics portfolio (developing tools/ training documents, training all stakeholders, follow ups and changes as needed). Working to execute the vision of multiple

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Developing Accelerated Retail Experience (DARE) Associate

Walmart Canada

Jul 2016 - Jun 2017 (1 year)

- The Developing Accelerated Retail Experience (DARE) program is a one- year, leadership development program for new grads that allows them to learn as much as possible about the business to better enable them to be leaders in the future. - During the one year program we complete 4 rotations in key departments within the business, including Store Operations, Core Merchandising, eCommerce Merchandising and Omni-Channel Operations.

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Content Management Clerk

Health Canada

Oct 2015 - Dec 2015 (3 months)

- Convert PDF documents in to XHTML format for web database. - Help to build the stylistic templates and format of the web database. - Act as a communications liaison and technical support between external partners and the Trading Partners Management Office. FSWEP Placement, working on the following: - Edit and proofread content in both English and French.

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Various Roles

Enactus uOttawa

Oct 2013 - Dec 2015 (2 years 3 months)

- Acted as a presenter, team leader, project manager, and recruitment director.

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Mieka Loepp