Samuel Wairiuko

I Participated in a one-week onboarding process to understand the mission and work of

Rainbow Railroad, the Queer Refugee Community Support Network (QRC), and the

scope of work that was to be undertaken during the 12-week internship period.

●I advertised a call for volunteers and people with lived refugee expertise currently residing

in Canada, the U.S., Germany, or France who have an interest in establishing queer

community support networks for refugees who Rainbow Railroad recently relocated or

will relocate.

●I established a process for selecting Rainbow Railroad Ambassadors for the QRC in each of

the pilot countries and worked with them to build the scaffolding for this program in each

country.

● I developed a scope of work for the QRC participants and Ambassadors.

● I created a Memorandum of Understanding between the Ambassador in each pilot

country and Rainbow Railroad to manage the functioning of each country network.

● I prepared a summative internship review during the last week of the internship period.

Responsibilities:

• Orchestrated an exceptional shopping experience for omni-channel customers by executing operational activities aimed at enhancing sales, profitability, and customer satisfaction.
• Collaborated closely with the store team to cultivate a seamless and hassle-free shopping environment, resulting in improved customer retention and loyalty.
• Executed various tasks including receiving activities, packing and shipping orders, and fulfilling picking duties to meet customer demands promptly and accurately.
• Applied comprehensive packing policies and techniques to ensure the safe and intact delivery of merchandise to customers, guaranteeing their satisfaction with every purchase.
• Processed shippable returns and managed abandoned in-store pickup orders efficiently to maintain inventory accuracy and customer service standards.
• Facilitated customer pickups, retrieving orders from back-of-house storage and delivering them curbside, ensuring a smooth and convenient experience for customers.
• Monitored alerts to ensure timely completion of Buy Online Pickup In-Store (BOPS) orders, optimizing efficiency and customer satisfaction.
• Proactively addressed inventory discrepancies by identifying and picking Not Found merchandise, thereby improving fill rates and minimizing stockouts.
• Expedited aged orders to enhance Speed-to-Ship metrics, meeting and exceeding customer expectations for timely delivery.
• Prioritized customer needs and provided exceptional service at all touchpoints, ensuring a positive and memorable shopping experience.
• Demonstrated proficiency in utilizing in-store tools and technology, including handheld devices, MyShip, and POS systems, to streamline operations and maximize productivity.
• Upheld all procedural, policy, and standard compliance requirements, contributing to a safe, organized, and efficient work environment.
• Exhibited strong work ethic and commitment to excellence through consistent attendance and punctuality, contributing to team success and operational effectiveness.

• Handled cash with high accuracy and took care to check bills for fraud.
• Worked with floor team and managers to meet wide range of customer needs.
• Performed cash, card and check transactions to complete customer purchases.
• Operated cash register to record transactions accurately and efficiently.
• Restocked and organized merchandise in front lanes.
• Tallied cash drawer at beginning and end of each work shift.

• Gathered, organized and input information into digital database.
• Developed and implemented customer service policies to enhance satisfaction.
• Conducted routine inspections to check quality and compliance with established specifications.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Achieved results by working with staff to meet established targets.
• Frequently inspected production area to verify proper equipment operation.
• Generated reports detailing findings and recommendations.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Solicited customer feedback to identify and improve on areas of weakness.
• Maintained database systems to track and analyze operational data.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Retained excellent client satisfaction ratings through outstanding service delivery.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
• Trained new employees on customer service, and organizing strategies.
• Monitored service after sale and implemented quick and effective problem resolutions.
• Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
• Maintained current knowledge of evolving changes in marketplace
• Built relationships with customers and community to promote long term business growth
• Achieved or exceeded company-defined sales quotas
• Generated new leads through networking and attending industry events
• Consulted with businesses to supply accurate product and service information
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
• Contributed to event marketing, sales and brand promotion
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.