UBC Sauder School of Business

Director, Best Buy Health

Best Buy Canada

Director, IDEB (Inclusion, Diversity, Equity, & Belonging)

BC Original Minds Association has been a leader in creative problem solving programs for British Columbia students since 1983. Since 1999, BCOMA has held the license to offer Destination Imagination in British Columbia, a project-based learning opportunity that blends STEM with the Arts and social entrepreneurship. Students in Kindergarten to Grade 12 who participate in Destination Imagination improve in creative and critical thinking, build on their unique strengths, learn how to design and manage a project, and gain communication, critical thinking, creative and collaboration skills.

Destination Imagination BC

Board Member at Large

In this role we introduced the impactful role of technology in the world of wellness, self-care, caregiver, aging-in-place, and outpatient models. Technology paired with meaningful in-home implementation, with added digital literacy and tech-support, can be a life changing element - and can improve quality of life and therefore human condition #HolisticSolutions #TechnologyFoGood #LeaveNoOneBehind #CreateAccess

Skills: Communication · Customer Loyalty · Contact Centers · Quality Management · Warehouse Operations · Business Strategy · Continuous Improvement · Customer Service Management · Business Management · Board of Directors · Financial Forecasting · Employee Engagement · Customer Retention · Business Process Mapping

Director, Customer Experience & National Home Delivery

I am responsible for creating a great Best Buy experience for customers who are in contact with Best Buy through one of our toll-free numbers, escalation channels, as well through our home delivery service.

I manage a team of 50 with full dedication to solve customer issues by managing direct communications with customers in parallel with identifying and removing root cause of customer pain points by studying and analyzing the customer contact volume, contact types, as well as by reading/listening to customer calls verbatim and living through customers' in-home and in-store experience.

In my role I work in collaboration with other departments and stakeholders to create new business models with a view on customer experience e.g., eCommerce and Retail Operations.

I take pride in creating innovative ways to better serve Best Buy customers whether through a call, an email, a social media post, or a home delivery service.

Sr. Manager, Customer Experience

My responsibilities entailed minimizing on-hand returned inventory by managing a Return network with Best Buy vendor partners. I was also responsible for maximizing recovery on written off inventory (not returnable) inventory by retailing them through Business to Customer and Business to Business web based auction platforms.

In this role I collaborated with Merchandising and Service Agreement teams in order to implement and utilize effective Return terms with vendor partners.

To successfully operate the Returns and Secondary Markets businesses I managed a team of Managers and Analyst to create and maintain inventory control and sales recovery reports and scorecards.  Budgeting, staffing for peak seasons, Inventory Control, and shrink management were a part of my responsibilities in this role.

Sr. Manager, Returns Center, Secondary Markets, Customer Contact

Skills: Quality Management · Warehouse Operations · Employee Engagement

Sr. Manager, Product Return Centre and Secondary Markets

In this role I was responsible for business analysis, gap analysis, project scoping, project managing, risk management, and implementation of programs with objectives of improving/establishing new customer value propositions. I was also responsible for executing cost saving and process optimization projects.

In this role I utilized requirement gathering and process mapping skills to identify and flag gaps in business processes, which in turn were manifested in form of business cases and presented to the executive teams for approval and project creation.

Sr. Specialist, Solutions

This role entailed detailed level process documentation, process mapping, change implementation (some based on Sarbanes Oxley control means e.g., segregation of duties), as well and creating training material, and Change Management.

Travelling to service depot locations as well as to vendor partners' warehouses and locations was a large part of this role and the key to have direct access to first hand information via interacting and interviewing end users.

In this role I collaborated with internal teams such as Controlship, Accounting, Loss Prevention, IT, as well as the executive teams and stakeholders.

Sara Aghvami