Manager Customer Service

Profile

A Bilingual Sales and Operations Senior Manager with strong skills in team building, improving systems and procedures in a multi-unit environment, combined with a driven focus on results. Proven record of successful turnarounds. Strong communicator, at all levels. Able to motivate diverse groups of individuals to optimal results. Contributes to corporate success through attainment of goals, and increased profitability, while maintaining an overarching focus on the customer and their well-being.

Qualifications

Diverse experience in a competitive, high performance environment, achieving success in a senior management role through:

Demonstrating a high degree of consistent leadership and teamwork

Ensuring the highest level of Customer Service, externally and internally.

Developing and improving operations, policies and procedures through critical thinking.

Effectively implementing strategy to link corporate and industry environments.

Successfully managing multiple businesses in different geographic areas.

Increasing company profitability through strategic focuses and consistent P+L management.

Significant depth of knowledge in senior management of Operations, Sales, Human Resources, Marketing, and Finance.

Training different levels of organization for advancement / Succession Planning.

Coaching senior management team towards goal achievement.

Communicating clearly National and Regional objectives and priorities

Professional Experience

Leisureworld Senior Care Corporation Sept 2012 – April 2014

Vice President, Operations - Retirement

Charged with the management of 5 newly acquired, 5 star retirement homes in Ontario and British Columbia. All systems and procedures had to be developed and implemented. Sales process to be built and trained to help improve occupancy challenges. No support structure in place with retirement experience. Strategic Plan 2013 built in 45 days and signed off. After 6 months, played a leadership role in a due diligence process to acquire Specialty Care as it relates to retirement portfolio. Was a member of the senior integration team for the acquisition. Post integration process, new CEO changed role and reporting structure.

Timbercreek Asset Management Oct 2011 – Sept 2012 Oct 2011 - Oct 2012

Vice President, Operations

Charged with the management of 150 multi-residential buildings consisting of 17,000 units across; Nova Scotia, Quebec, Ontario, Manitoba, and Alberta. Assets under management over $2.5B. Manage fast paced acquisition plan of 2000-3000 units per year, whilst preparing other properties for potential disposition. Developed internal operations and align with the network operating system. Oversaw 12 Regional Managers, and Operations Director directly. Worked in both official languages on a daily basis.

Allegro Residences Oct 2007 – Oct 2011

Regional Vice – President, Ontario and Western Canada

Charged with the management of 18 Retirement Residences in Ontario, Alberta, and British Columbia. Due to the growth potential, manage the acquisition and integration of new residences into the network, whilst preparing other properties for potential disposition. Develop internal operations and align with the network operating system. Oversee the property expansion projects where applied. 18 General Managers, 3 Operation Directors. Work in both official languages on a daily basis.

Laura Secord Feb 2006 –Sept 2007

Regional Director, Central / West

Managed 82 stores in numerous markets throughout Ontario, Manitoba, Saskatchewan, Alberta, and British Columbia. Directly support five District Managers. Helped develop / support national objectives with Laura Secord management committee and head office departments. Improved financial and operational performance of Division throughout the year, while taking a leading and approving role in helping build seasonal design plans for the major selling seasons.

HMV Canada

Divisional Director, Central Region 2002 – 2006

With a budget of $150M managed 38 stores in numerous markets throughout Ontario. Directly supported four Region Managers. Developed / Supported national objectives with HMV Board and Head Office departments. Improved performance of Division to most profitable year to date, while industry in decline.

Region Manager, 1995 - 2002

Managed various regions of stores (Ottawa, Metro Toronto, Quebec City, and Nova Scotia). Led Management teams in their operations and liaised with Head Office and suppliers. Worked in both languages. Opened new businesses in various markets. Turned around a territory in sales decline (Quebec City –15% to +10% in a year)

Store Manager, Sparks Street, Ottawa 1992 - 1995

Managed daily operations of downtown store. Achieved sales growth from $2.3M to $2.95M, in 2.5 years. 14 staff.

Floor Manager, Montreal Superstore 1989 - 1992

Part of the original management team to open HMV's first Superstore structure in North America. Managed and motivated from 20 staff to 85. Headed store marketing initiatives that included artist appearances from KISS, Tragically Hip, Celine Dion, among others.

Assistant Manager 1988 - 1989

Part of the management team in 3 HMV stores in the Ottawa / Hull area.

Selected Achievements

Leisureworld - completed 45 day review of retirement portfolio and built a strategic plan for 2013/2014, which was approved and signed off on without edit.

Allegro - surpassing previous fiscal year’s Net Operating Income by 29.7% (fiscal 09). Total revenue increase of 6.8%. This is being achieved, in an economically challenged marketplace, by tight follow up of expenses including a 12% cut in man hours through an extensive department by department alignment and benchmarking, creating best model practices. 2010 NOI held flat to 2009.

Implemented first LTC license for the Allegro network in 2010/11. 30 suites, 60 beds. Effort made to improve a poor performing residence with multiple vacancies. Process from start to finish took 8 months.

Chosen to sit on the Maestro (Allegro) Strategic Committee (2010/11). Charged with determining company direction within a cross department committee.

Achieved positive sales growth in comp stores for the year at Laura Secord through strengthening the District Manager team and ensuring the strongest store managers located in the largest volume stores.

Solidified the Central/West Division at Laura Secord, in first year, by hiring 2 new District Managers, significantly reduced vacancies in stores by hiring 19 new store managers, and transferring 12 existing managers between stores strategically, all while holding comp sales flat to year previous.

Balanced a heavy operational agenda, in first year at Laura Secord, with being part of the senior team made up of Marketing, Retail, Finance, and Supply Chain members in the building of demand plans for upcoming seasonal campaigns, and the forecasting of core production.

Managed largest Division for HMV Canada. Led four Region Managers and 38 stores in the growth and development of Operations. The Division budget was approximately $150M.

At HMV, successfully managed the Division’s most profitable year to date whilst industry in decline in 04/05.

Guided the Management team at HMV’s 2nd largest volume store (Yonge / Dundas) to the most profitable years ever, despite a 7 month store refit, and a substantial staff structure change. Increased ROS from 5.6% to 8.4%. Goal is 10% in 05/06. Decreased payroll by $1M.

Highest customer service scores in Company, at HMV, for 04/05 – 05/06. Evaluation through Mystery Shop Program. 05/06 measured on Year Conversion Counts/ traffic counters. Conversion Results up average of 6-10%, and that, with a lower customer traffic count year over year.

Proven track record in Succession Planning. Trained Management / Staff at different levels for succession planning purposes. Developed a replacement for my position at each level worked to date.

Evaluated details of HMV locations. Examined thoroughly market research / rent deals to base a decision to go into, expand and / or re-locate to different locations. The ongoing goals being ROS improvement, and overall company growth.

Involved in fixture design process with Property Departments at both HMV and Laura Secord, and charged with sign off on all store layouts in the Division / CAPEX requests.

Built business in all Stores / Regions / Divisions under my control. Focused on stock turn, margin control, wage cost, operating costs, improving existing systems and procedures, and management development. Enjoyed the highest stock turn within HMV at 6.6.

Professional Development

Train the Trainer- HMV Private

Managing through People- HMV Private

Conflict Management- HMV Private

Financial Accounting for the Business Manager - HMV / York University

Change Management - HMV Private

Several workshops – misc.

Awards

Store Manager of the Year, 1994, HMV Canada

Region Manager of the Year, 2002, HMV Canada

Education

CEGEP De Hull - Heritage Campus - 2 Years Commerce

PBDM Designation – Athabasca University (2012)

MBA / in Progress – Athabasca University (2014)

Other

Computer Skills: MS Office Professional, Lotus, Yardi (Voyager, Prospect)

Volunteer Work: Coach Kid’s Soccer. 4 years (2003-2006)

Convenor – Mens Soccer team in Burlington Soccer League (2004 – Present)

Languages: Fluent in English and French.

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