Susan Capern

Cell 778-***-**** email: adbppv@r.postjobfree.com

EMPLOYMENT HISTORY:

General Manager/Coast Wholesale Appliances April 2018 – present

• Daily operations of business unit, including final responsibility for P&L and Budget.

• Achieved the highest single store retail sales growth company wide in 2018, and on track to achieve the same in 2019, supported by focus on strong operational execution and a customer obsessed service environment.

• Coordination of all store operations including order management, inventory shipment, staffing, performance management and retail presentation.

• Networking with Builders and Contract to support strong relationships and growth in this area of the business.

Store Director/ Toys”R”Us August 2016 – April 2018

• Responsible for all aspects of business management including budget management, staffing payroll, customer experience and inventory control.

• Leadership and training support for Store Managers, Supervisors and sales associates. Peak staff of 80 associates in high season.

• Maintained and oversaw all visual and merchandising standards.

• Increased business profile within the community, and led the company around local philanthropy efforts, which resulted in increased sales traffic to the business.

• Exceeded all budget objectives regarding expenditures and sales. General Manager/ The Northwest Company April 2015 - June 2016

• Accountable for delivery of specific measurables attached to all areas of team Management including visual merchandising, inventory control, staffing, payroll, and team performance.

• Travel and training support for company store locations in the Canadian North.

• Identification of challenges within the business unit, with a goal of supporting solutions to operational barriers.

• Leadership and training support for Store Managers and Supervisors. Executive Team Lead Sept 2014 - April 2015

Target

• Directly accountable for operations across three departments: Guest Service, Soft lines and Starbucks.

• Development and management of a team of 6 Department Managers, and over 60 associates.

• All areas of business management including responsibility for sales, budgeting, hiring and employee development.

• Executed a hiring campaign, which resulted in the store having a strong team, and exceeding its sales budget for the 2014/15 Holiday season with annual store sales over 30 million.

Canadian Team Manager July 2012 to July 2014

Staples Contact Centre

• Drove sales, profitability and customer service in a call centre environment, through supporting the selling culture and instilling company values.

• Accountable for coordinating store recruitment and succession planning process (such as advertising, job posting and the interview process, and hiring). Produced the highest percentage of internal promotes company wide from my team in 2013.

• Developed and hired new Canadian team monitoring Social Media, monitoring customer service standards.

• Exceeded all budget objectives with regard to expenditures and sales.

• Achieved the highest satisfaction rating within the company as a Team Manager, as measured by annual employee engagement surveys.

General Manager June 2010 to July 2012

Gap Inc/Old Navy

• Daily operations of business unit, including final responsibility for P&L and Budget.

• Training and Development of store retail team; including recruitment, screening, and interviewing of all associates.

• Responsible for a team of 7 managers, and approximately 50 associates.

• Insured a positive environment focussed on achieving exceptional customer service standards.

• Maintained and oversaw all visual and merchandising standards. Divisional Sales Manager April 2005 - June 2010

Staples Canada

• Accountable for driving sales, profitability and customer service in the stores through supporting the selling culture and instilling company values.

• Co-ordination of store operations including store recruitment and succession planning including; advertising, job postings, the interview process, hiring and training.

• Direct responsibility for meeting and exceeding all budget expectations with regard to expenditures and sales.

• Increased results on store attachment levels significantly, which supported the team to become one of the leading stores for this category within Western Canada.

• Supported the store in moving from one of the lowest customer service ratings in Canada, to one of the highest as measured by company CSAT rankings. General Manager February 2002 - April 2005

McDonalds Corporation

• Responsible for all aspects of business management for both Mill Bay and Ladysmith, BC locations including; budgeting, labour, sales forecasting, and the training, hiring, and development of staff.

• Accountable for meeting and exceeding budget expectations with regard to expenditures and sales.

• Increased business profile within the community, as well as special events, and promotional roll-outs.

• Increased crew satisfaction surveys from a rating of 61% to 91% in the first two quarters of 2005. Achieved an average of 94.4% year to date as measured by

• “secret shop surveys”. Awarded “Gold Hat” award, as well as the “Top Mark” award, while attending Effective Management Practices course in October 2004. MULTI STORE MANAGER 09/1999 - January 1, 2002

Starbucks Coffee Co. Seattle WA

• Accountable for all aspects of store development such as: budgeting, labour, sales forecasting, and the training, hiring, and development of staff

• Increasing business profile within the community, as well as special events, and promotional roll-outs.

• Responsible for meeting and exceeding budget expectations with regard to expenditures and sales.

• Received a “superior” job rating from both district managers, superior being defined as

“often exceeds expectations”.

• Responsible for the introduction of a new ‘back-of-house' management system for Eastern Canada.

• District specialist for recruiting and human resource development. FOOD AND BEVERAGE DIRECTOR 09/1995 - 05/1998

Summit at Snoqualmie Seattle, WA

• Responsible for operation of six different food & beverage outlets: o Giorgio’s Italian Dining

o Summit Tubing Center;

o Summit Central Cafe;

o Kicking Horse Bar & Grill;

• Summit Central Deli

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