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Customer Service Manager

Vaudreuil-Dorion, QC, Canada
December 23, 2019

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**** *********-********** • VAUDREUIL-DORION• QUEBEC •J7V9V7 • CELLULAR 514-***-**** • E-MAIL


Bilingual and experienced Assistant Store Manager with a demonstrated history of working in the retail industry. Skilled in Administration, Recruitment, Payroll, Communication, Sales, Attention to detail, Organization, Problem-solving, and Time Management. All of which are transferable to any Customer Service, Administrative or Human Resources roles in an office setting. Strong knowledge of Microsoft Office (Word, Excel and PowerPoint), Outlook, TALEO, Oracle (POS), Windows 10, SOP and more. Sales professional with a DEC focused in Business Administration and Management, General from Vanier College.


August 2012 – current

Senior Assistant Manager at GAP Entrepôt - Vaudreuil, QC

Coaching team to obtain store objectives and to provide significantly above customer service standards, while instilling a high sense of ownership and accountability.

Planning sales forecasts, scheduling employees effectively and monitoring store’s business needs closely

Merchandise management through strategic planning of visual moves

Human Resources duties such as recruiting via networking and filtering for talent on TALEO, including screening and interviewing potential hires, entering compensation on MSS, preparing the hiring package and on-boarding of new employees

Audits daily sales reports, store’s extra expense, employees’ timecards as well as submitting payroll on a weekly basis

Training and continuous coaching to develop employees along with annual review of individual employee’s performance

Using good interpersonal skills, providing frequent employee recognition to increase overall employee satisfaction

Participation and organization of team-building events with local charities

Completing quarterly store audits at store level and training to obtain passing grades

Ability to control payroll costs, gross margins, shrink and cost of operation

Systems & applications used: TALEO, Oracle (POS), Windows 10, Microsoft suite, Outlook, SOP and more

Administration: duties such as answering calls, filing, courier arrangements, supply order and inventory, plan daily sales meetings

Provides exceptional customer service such as giving a warm welcome to all the customers and offer them assistance based on their needs

Monitor messages from corporate email inbox or corporate web (gap web) daily as well as prioritizing workload based on their importance

Risk Management: making sure that the store is compliant according to the health & safety policy

Acting General Manager for 2 years

June 2006 - August 2012

Store Manager at Dynamite - Kirkland, QC

Recognized for top performing store in KPIs 2 years in a row

Reduced shrink significantly in high loss store

Obtain store objectives while scheduling effectively within payroll budget

Consistent follow-ups for all employees, including more frequent coaching for underperforming associates

Frequent recruiting and hiring of employees to maintain future pipeline of candidates

Annual performance evaluations focused on competencies and company values

Provide exceptional customer service and a positive environment

Merchandise & visual management

Systems used: Web-based applications

June 2005 - June 2006

Customer Experience Supervisor at Banana Republic - Pointe-Claire, QC

Scheduling & Recruiting

Training & Development

Employee Relations


Supervising the floor

Provide exceptional customer service and a positive environment Year 2002 - 2005

Management position at Dynamite (Place Vertu & Fairview Pointe-Claire) LANGUAGES: English, French

EDUCATION: 1999 - 2003 DEC in Business Administration from Vanier College 1993 - 1999 DES from École Secondaire des Sources

REFERENCES: Available upon request

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