Customer Service Manager

Joanne Reid Retail Manager

******.******@*****.*** 613-***-**** Carleton Place, Ontario

Resourceful store manager with over 25 years of experience in retail sales, store management, and customer service. Proficient in overseeing store operations and achieving optimal profitability. Proven excellence in developing highly productive, efficient teams by implementing customer-focused training and sales programs. Adept at effectively managing customer and employee issues. Areas of Expertise include:

Retail Store Operations

Merchandising Strategies

Revenue & Profit Growth

Customer Service Excellence

Policy Improvement

Vendor Relations

Inventory Management

Staff Training & Leadership

Problem Resolution

Professional Experience

PHARMA PLUS DRUGMART Ontario, Canada 2005 - 2017

Canadian pharmacy drug store chain

Store Manager 2007 - 2017

Manage and oversee day to day operations of the store including customer relations, merchandising, in-store promotions, and inventory control. Supervise, schedule and delegate tasks and duties of store employees to ensure adequate staffing with respect to allowable labour allotments. Oversee all employee activities including recruitment, training, performance assessment, union business, coaching and motivation to achieve sales, profit and customer service goals. Enforced compliance with health and safety regulations, oversaw store safety and security, and exhibited exemplary skills in conflict resolution. Order product and negotiate concerns and returns with suppliers. Conduct thorough analysis of daily sales. Identify areas of success as well as opportunities for growth and improvement. Compile daily reports while ensuring accurate reporting of data. Regularly engage in conference calls to discuss sales initiatives, performance targets, and reporting requirements.

Key Accomplishments:

Received Aspire Rexall Achievement Award for Outstanding Community Involvement in 2012.

Assistant Manager 2005 - 2007

Worked closely with Store Manager to efficiently and profitably operate the retail store. Implemented numerous corporate initiatives. Supervised employees and delegated duties. Assisted in the training and professional growth of new employees. Accurately logged and approved all invoices, compiled daily reports, and ensured that documentation was received at Head Office. Monitored inventory levels and ordered products as necessary to maintain adequate stock. Served as a key point of contact for any inquiries, complaints, and customer service issues. Interfaced with multiple suppliers to confirm timely delivery of merchandise. Ensured that proper store maintenance and inventory control protocols were met.

Key Accomplishments:

Promoted to store manager after only 1.5 years as assistant manager.

KATZ GROUP CANADA Mississauga, ON 1999 - 2005

Canada's leading integrated retail pharmacy network

Internal Auditor

Accurately performed inventory and postal outlet audits. Maintained a thorough understanding of business processes and auditing standards. Regularly reviewed void/refund reports, lottery counts, paperwork, logbooks, safe reconciliations and bank deposits for policy compliance. Recommended changes which could improve the quality and efficiency of store operations.

PHARMA PLUS DRUGMART Pembroke, ON 1989 - 1999

Canadian pharmacy drug store chain

Merchandise Clerk

Supervised store employees. Evaluated employee performance and verified that tasks were completed in accordance with quality standards. Received daily merchandise, ensuring compliance with receiving policies and procedures. Accurately ordered daily stock. Provided superior customer service.

Education & Training

O.A.C – Grade 13

FELLOWES HIGH SCHOOL Pembroke, ON

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