Calgary, Alberta, Canada
As a seasoned Store Manager with over a decade of experience in the retail industry, I have a proven track record of inspiring and coaching sales professionals to achieve quality sales and maintain best-in-class operations. I have successfully managed teams of up to 70 employees, overseeing various aspects of store performance, including sales, customer service, and operational efficiency. My expertise lies in analyzing and leveraging data to identify areas for improvement and growth, as well as implementing relevant changes regarding policies, procedures, product knowledge, and brand strategies. I am passionate about delivering exceptional customer experiences and driving results across all lines of business. I hold a BA in Communications from The University of Calgary and a Diploma in Journalism Arts from Southern Alberta Institute of Technology. I am also certified in Project Management and First Aid and CPR.
- Inspire a team of sales professionals to produce quality sales while maintaining best in class operations. - Coach and train to drive results, and deliver exceptional customer experience standards for all lines of business: Consumer Electronics (CE), Bell Residential Services (BRS) and Wireless. - Hold all associates accountable for achieving targets for all lines of business: CE, BRS and Wireless. - Communicate and implement relevant changes regarding policies, procedures, product knowledge, operational requirements, and brand strategies store-wide. - Analyze and leverage various reports and data to gap manage and grow facets of the business. - Onboard associates, including coaching, training and setting overall sales expectations. - Promote an in-store culture that is focused on consistently delivering exceptional and positive in-store customer experiences. - Maximize sales and profits through effective leadership of people, inventory management, expense control, and fixed assets as set out by the District Manager. - Implement Human Resource functions by providing training and coaching opportunities (selling skills, product, and operations knowledge), maintaining open communication, conducting performance reviews, and promoting The Source culture. - Partner with multiple district support teams to implement and execute strategies within the store. - Ensure all associates work in respect to all Health & Safety, Asset Protection, and other company policies in order to mitigate financial risks. - Execute on all initiatives aimed at growing the business, generate revenues and profit, while keeping expenses within the operational budget. - Follow up on The Source Service Pride standards to ensure store meets established store operational and appearance expectations.
Analyze and manage KPI of store sales, Geek Squad services, and other key business metrics. Supervision of over 70 employees while providing training of new hires to improve product knowledge, company strategy, and Net Promoter Score (NPS). Conduct monthly performance reviews on employees to promote improvement on Blue Skills Report (BSP). Generate weekly and monthly reports on strategies to improve company objectives. Motivate and inspire staff through trust, integrity and by setting clear expectations.
Managed the West Hills location for cellular activations and mentored 10 mobile team members. Performed weekly performance reviews on employees to increase performance on store activations, warranty, and accessory attach. Supported with store onboarding and trained team members on KPIs and NPS. Effectively resolved emerging customer escalations by using sound judgement to solve problems under pressure.
Led the Computing and Home Theatre departments which encompassed 15 employees. Pioneered department sales, service attach and customer experience. Heavily supported sales teams to attain and exceed department and store objectives. Aided store managers with administrative responsibilities in cash reconciliation, customer escalations and opening and closing duties.
Handled an average of 50 calls a day, made vehicle reservations, and thrived under multiple duties in a fast-paced environment. Checked in and out customers and performed vehicle inspections for damage and safety protocols. Resolved highly sensitive customer issues and sent daily performance reports to store manager.
Organized numerous events for Cowboys Night Club, requiring communication and public relations skills with affiliate, and partner groups. Wrote and edited various press releases for venues and other establishments, requiring extensive research and media relations. Organized and promoted events through phone, e-mail, social networking, and online media.