Customer Service Sales

Michelle Konopny

** **** ******** ********* ******* L4J 2N3

Cell: 647-***-**** Email: ********.*******@*****.***

Profile:

Experienced operations executive with the ability to lead and motivate a diverse team.

Eighteen years of strategic planning, multi business unit development, product and

project management. Unique ability to analyze and identify deficiencies and potential

opportunities. Develop, innovative and create cost-effective solutions. Enhance

competitiveness, increase revenue and improve overall customer service.

Professional Experience:

Dollar Financial Group - District Manager 2010-Present

Reporting to the Regional Vice President, leads a district of 15 stores overseeing all

aspects of sales and operations. Leads a team of 15 store managers and 75 customer

service representatives. Largest volume district in the country.

Achievements:

-Led the region in annual profit increase by 10% growth

-Led the region in key revenue metrics such as Visa, loan counts, loan to value.

-Turned one of the lowest performing districts into a top three district of 47 across

Canada.

.-Consistently made EBITDA in FY13 in Q2 & Q3, Q3 & Q4 of FY 12.

-Driver of positive changes in revenue, customer service and profitability.

-Recruitment and selection of high performers and performance management.

-Oversaw district wide staffing. Hired store managers and CSRs, trained a management

development program and developed and promoted 7 customer service reps into store

managers.

- Translated business strategies into action plans, developed contingency plans in order to

achieve results.

-Set direction and budgets for each location yearly.

-Quarterly presentations to North American senior executive team.

-Involved in a mobile app project with an international team of 5.The project had an

international scope and was presented to the executive team.

-Promoted to largest volume district in the country.

-Completed Accelerated Leadership Development Program. One of only 15 employees

chosen worldwide to participate in order to bridge skills to Regional Vice President Role.

- Translated analysis to appropriate business actions.

Holt Renfrew – Sales Manager for Womenswear Bloor Street 2005-2010

Reported to the Divisional sales manager. Led the women’s ready to wear fashion

division that consisted of multi brands/departments. Responsible for all aspects of sales

and operations. Lead a team of 10 brand specialists and 35 sales associates.

Achievements:

-Operated $15m women’s wear business operation.

-Consistently met monthly and seasonal sales plans, budgets, managed margins, payroll

and EBITDA targets.

-Worked directly with buyers, merchandise team, marketing, visual departments and

vendors.

-Focused on CRM and clientele development through management of sales team.

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-Recruited, selected, coached and performance managed multiple sales teams.

-Emphasis on employee development, recruitment, recognition, retention and succession

planning.

- Developed cooperative relationships throughout organization.

- Driven to achieve timely performance goals and objectives. Actions reflected mindset of

personal ownership.

-Created and developed marketing initiatives including vendor selling days, Charity

nights and partnerships with key professional groups in order to increase business.

-Created educational styling workshops for selling team, created email test pilot project

to increase CRM.

The Doll Gallery Inc. - Owner & Business Operator

1994-2005

Created and grew company into one of the largest clicks and mortar specialty doll dealers

in Canada. Represented many prestigious collector doll lines such as Barbie, Madame

Alexander and Ashton Drake to name a few. Entrepeunreur and self starter.

Achievements:

- Built Million-dollar Company.

-Won Canadian Dealer of the Year of specialty Barbie from Mattel.

-Pioneered and launched first fashion doll e-store in 1994.

-Key driver of sales, operations, media, advertising, public relations, and recruitment.

-Liaison and chief negotiator and buyer with suppliers.

-Recruited, trained all staff on all aspects of the business including sales, customer

service, shipping and operations.

-Media appearances included The Canadian Shopping Channel, Breakfast Television,

CTV news and Roger’s cable.

-Marketing initiatives included: First of its kind on-line consignment artist doll gallery,

created in-home collector doll parties.

-Involved in magazine, online adverting as well as stores own product catalog, worked

with media companies and graphic artists.

-Merger with Browns Gallery.

-Created concept store with Glitz Accessories & Retro Fun to expand business.

-Monthly writer for popular fashion doll magazine called “Haute Doll”.

Education:

1994-1995: York University, Masters Degree, Political Science, full scholarship

1990-1994: York University, Honors Bachelor of Arts Degree, Political Science & Mass

Communication, Graduated Magna Cum Laude, full scholarship

1987-1990: Newtonbrook Secondary School, graduated Ontario Scholarship

Community Involvement:

-Pencer Brain Trust committee member

- Chrons and Colitis Foundation

References available upon request

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