Who I am

I am an operations leader with over a decade of experience driving strategy, performance management and continuous improvement within the 3PL sAAS e-Commerce industry.

Expert in major marketplace customer and business operations metrics and management, including ODR, LSR, Cancellations and disputes.

I have a people-centric leadership style and am passionate about optimizing and streamlining processes and developing team members through learning and development and mentorship.

Skills Overview

Continous Improvement & Automation

Qualification:

  • Certificate - Black Belt, Lean Six Sigma.


Experience:

  • Led multiple process and policy revisions in alignment with major marketplace changes and organizational strategy.

  • Experienced in business management of API/EDI integrations, UX, RPA and generative AI. Business operations liaison with Engineering team.

Key Results:

  • Led savings equivalent to 16,000+ hours of labour/month over 18 months through Generative AI, RPA, process and technical solutions

  • Reduced returns and customer contacts by 25% in Q22024 through proactive return deflection

Learning & Development and Quality Assurance

Qualification:

  • Course - Organizational Learning, Training and Development.


    Experience:

  • Led development and implementation of standardized training and quality assurance programs across operations

  • Centralized, created, and refined SOPs and policies, created centralized training resources & implemented LMS.


Key Results:

  • Improved quality assurance (QA) scores from 60% to 90%+ between Q1 and Q3 2024 

  • Onboarded and implemented Learning Management System (LMS)

  • Generative AI knowledge-base chatbot built

Marketplace Performance Management

Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.


Experience:

  • Managed company-wide operations performance across all major marketplace channels, including Amazon, eBay, Houzz, Walmart, and more.

  • Deep understanding of marketplace policies and performance metrics, including ODR, buy box, claims / disputes, and fulfilment metrics.


Key Results:

  • Drove >$5 million annual revenue on Amazon through lead time optimization to capture buy box

  • Improved order defect rate (ODR), late shipment rate (LSR) and cancellation rate YOY through optimizing and implementing performance management systems

Program/Project Management

Qualification:

  • Certificate - Project Management Professional (PMP) - In Progress ETA Nov, 2024

Experience:

  • Management of all programs and projects my teams led

  • Cross-functional project teams driving key results to reach company-level OKRs

  • Development of project charters, reporting, project schedule and ownership of key stakeholder updates and management.

Key Results:

  • Market research, partner selection, negotiation, and onboarding of several tools to streamline operations processes.

  • Automated outgoing and return FedEx workflow based on exceptions and return label movement

Supply Chain/Logistics


Qualification:

  • Over a decade of experience in 3PL order management and carrier dispositions

    Experience:

  • Partnered with vendors and warehouses to ensure lead times, inventory and fulfilment maintained in normal and peak seasons

  • Partnered with LTL and parcel carriers to ensure registration, pickups and trailersmet SLAs

  • Managed reverse logistics across Canada and the US, including carrier dispositions

Key Results:

  • Implemented EDI 850 across all partners to optimize fultilment process and LSR

  • Operations optimization of lead time automation tool driving slaes and KPIs

  • Implemented peak season capacity planning processes with partners and carreirs.

Analytics


Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.


Experience:

  • Developed numerous PBI and Excel dashboards with the BI team to enable data-driven decision-making and visibility

  • Deep-diving into data to understand trends, drivers and opportunities for improvement

  • Utilized data to drive initiatives and projects across the team.

Key Results:

  • Utilized data to provide partners and stakehodlers with necessary insights to drive performance management and improvement

  • Implemented numerous projects and strategies as a result of data insights, such as partner performance improvement plans

Change Management


Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.

    Experience:

  • Managed through 4 CEO changes and various cultural/strategic company shifts, ensuring agent support, engagement and alignment throughout periods of significant growth and restructuring

  • Managed through major policy and SOP changes with tight deadlines for roll-out and adoption

  • Implemented team monthly forums and regular 1x1s to ensure alignment, engagement and support

Key Results:

  • Successfully maintained ODR and claim win rate on Amazon within internal thresholds, in addition to key SLAs across all accounts.

  • Ensured alignment across marketplace and internal processes and policies.

BPO & Account Management


Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.


Experience:

  • Onboarded and managed multiple BPO accounts (Mexico, Philippines, India) including performance management, development and succession planning.

  • Led overseas trips to conduct account onboarding, recruitment and leading training for new accounts.

  • Account management of third party product accounts

Key Results:

  • Established clear KPIs and onboarding programs for BPOs

  • Implemented WBRs/MBRs as necessary to ensure alignment and performance maintenance

Leadership & Strategy


Qualifications:

  • Certificate - 6 Critical Practices of Leading a Team

  •  Certificate - Resiliency to Thrive


Experience:

  • Owned all strategy, operating expenses and P&L lines associated with my team

  • Owned creation, management and results of OKRs in alignment with the organization’s vision and goals

  • Identified and established necessary projects and targets within the team and delegate to ensure targets are successfully met.

Key Results:

  •   Reduced headcount costs of the team by 37% through operational optimization and BPO implementation and migration

Customer Success


Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.


Experience:

  • Owned operational performance and established operational performance framework across 300+ 3PL partners.

  • Ensuried key SLAs were met

  • Ownership of escalations, performance metrics and deck creation and operations strategy

  • Performance improvement strategy creation

Key Results:

  • Improved contribution of new partners (vendors) by 16% in H1 through the development and implementation of new onboarding program

Recoveries Audits


Qualification:

  • Over a decade of experience managing customer and channel operations across marketplaces.


Experience:

  • Ownership of all operational recoveries (refund revision and commitment, chargebacks, credit memos

  • Ownership of all marketplace and 3rd party recoveries (unauthorized refunds, marketplace disputes and escalations, BBB)

  • Ownership of Amazon ODR

Key Results:

  • Reduced backlog of credit memos YOY in 2023: 63% queue reduction, 94% reduction in cycle time and 90% improvement in collection rate through automation and process optimization

Performance Management


Qualification:

Over a decade of experience managing customer and channel operations across marketplaces.

Experience:

  • Ownership of performance across all channel operations, including vendor, carrier and customer operations

  • Developed performance management KPIs and framework across hundreds of partners and numerous marketplace channels

Key Results:

  • Established and managed key performance indicators (KPIs),, built PowerBI dashboard in partnership with Business Intelligence for necessary insights

  • Improved Customer Service abandonment rate by 27%

Technical Skills

  • Generative AI

  • Robotic Process Automation (RPA) 

  • Power BI    

  • EDI & API Working Knowledge

  • UX & CX

  • Atlassian Suite (Jira, Confluence)  

  • Marketplace Portals, Policies & SLAs    

  • Microsoft Office Suite       

  • Google Office Suite

  • LMS Set-Up & Integration

  • HRIS Systems

  • SQL (basic)

  • CRM Systems

  • BPO Management

  • Change Management

Education & Certifications

  • Lean Six Sigma, Black Belt (ICBB) Six Sigma Global Institute - 2024

  • Associate of Arts, Douglas College - 2009

  • Project Management Professional (PMP) Project Management Institute- In Progress, ETA 2024

  • Bachelor of Commerce Thompson Rivers University- In Progress, ETA 2025 

  • Six Critical Practices for Leading a Team Franklin Covey - 2023

  • Resiliency to Thrive BC Chamber of Commerce - 2022

  • Create and Sell Female Entrepreneur Association - 2022

Driving Growth, Amplifying Impact

Dalia Antar

Director, Continuous Improvement @ Cymax Group Technologies


Claire consistently stood out for her remarkable leadership, innovation, and strategic thinking. Claire is not only an exceptional team player but also a proactive leader who is always focused on continuous self-development and delivering results.

Her forward-thinking approach and collaborative mindset were key to the success of many projects. Claire played a pivotal role in driving technical improvements within operations, including system integrations and automations that significantly improved efficiency. She was instrumental in implementing advanced solutions such as EDI, RPA, and AI, many of which are still in use today.

Her ability to manage multiple complex projects simultaneously, while maintaining a sharp focus on delivering high-quality outcomes, is a testament to her bandwidth and leadership. Claire’s contributions have left a lasting impact on the team and processes.

I am confident that she will continue to excel in any role that values innovation, strategic thinking, and leadership. I highly recommend her for any future endeavors she pursues.

Alysia Williams

Director, Operations @ Freight Club


Claire's impact on our organization was profound and consistently demonstrated her exceptional leadership skills and strategic acumen.

Claire's leadership was marked by her ability to foster growth and efficiency across large teams in both Canada and the Philippines. Her strategic planning and operational improvements were instrumental in enhancing our operations and recovery processes. Claire's proactive approach and dedication to excellence were evident in every project she undertook, from streamlining workflows to implementing customer-centric initiatives.

Beyond her professional accomplishments, Claire is a collaborative and supportive team player who consistently inspired those around her. Her strong communication skills and ability to navigate complex challenges with ease made her a trusted advisor and leader within our organization.

I highly recommend Claire for any leadership role where strategic vision, operational excellence, and team development are valued.

Carl Lewis

Manager, Training & Development @ Cymax Group Technologies


Claire is someone who is extremely professional and a fun person to work with. One of those colleagues you’d enjoy talking to and a great personality that was readily available to help.

A truly multi-faceted talent who finds herself at ease when working on multiple projects across various functions and being able to drive and deliver results while being an amazing people person too. She is well organized and can perform multiple roles within an organization.

Her strategic thinking and passion for driving significant process improvements, enhancing efficiency, and propelling teams to achieve key milestones and results is what truly benefits the people around her and the business in return. She is always open to new ideas and suggestions that enable and empower people to learn and implement solutions that drive better business performance.

Claire always came across as someone who truly understands the big picture, communicates effectively, and takes a genuine interest in people at work. Her excellent leadership capability has been exhibited by her on numerous occasions.

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British Columbia, Canada