Aja Washington
Spring,USA
Summary
Performance-driven GEC professional with proven success in enhancing digital guest experiences and service recovery across multiple channels. Skilled in managing high-volume operations and utilizing data metrics to drive performance improvements. Expertise in coaching and developing teams to achieve key performance indicators while upholding core values of inclusion and accountability. Prepared to leverage extensive knowledge to lead and inspire a remote team effectively.
Overview
4
4
years of professional experience
Work History
Digital Educator
Lululemon
09.2024 - Current
- Coach and mentor peer Educators by delivering real-time feedback, facilitating consistent 1:1 check-ins that aligned individual goals with GEC service standards.
- Constantly hit performance stretch goals while maintaining a 100% 5-star guest satisfaction rating, fostering an inclusive remote environment that puts people first.
- Leverage Salesforce data to identify service delivery barriers, uncovering a chat workflow bottleneck to optimize multi-channel guest satisfaction scores.
- Navigate internal CRM systems across omni-channel platforms with high attention to detail, safeguarding service level standards during peak volume hours.
Product Operations Lead / Expeditor
Lululemon
10.2022 - 09.2024
- Developed and managed a high-performing operations team through consistent coaching, resulting in a 95% team adherence score to operational performance standards.
- Conducted regular performance management activities to align individual growth with business objectives.
- Monitored daily business metrics via department reporting, uncovering trends that improved peak-volume operational execution by 20%.
- Identified workflow barriers and proposed strategic floor layouts, which successfully maximized team efficiency during peak holiday volume windows.
Educator
Lululemon
04.2022 - 10.2022
- Resolved high-volume guest concerns efficiently while demonstrating empathy and product knowledge.
- Established expertise in lululemon products and service recovery methods.
- Cultivated trusting relationships with guests to enhance overall experience.
- Created an inclusive environment, ensuring welcoming interactions for all guests.
Education
Associate Degree - Business Administration
Lone Star College System
Tomball, TX12.2025
Skills
- Remote People Leadership & Coaching: 1:1 mentorship, performance management, peer coaching, distributed team engagement, virtual culture building
- Service Recovery & Omni-Channel CX: High-escalation resolution, guest satisfaction, workflow efficiency, live chat, email, phone, and text management
- Data Literacy & CRM Platforms: Salesforce, department reporting analysis, KPI tracking, interaction quality tracking, workflow optimization
- Inclusion & Core Values: IDEA initiatives, personal responsibility modeling, cross-functional collaboration, empathetic leadership
Timeline
Digital Educator
Lululemon
09.2024 - Current
Product Operations Lead / Expeditor
Lululemon
10.2022 - 09.2024
Educator
Lululemon
04.2022 - 10.2022
Associate Degree - Business Administration
Lone Star College System