Hennequin Guyliane

Dynamic and customer-focused retail manager, bilingual, with over 10 years of hands-on experience in high-volume retail environments, driving sales growth and sustainable operations. Proven track record in optimizing store layouts for maximum customer engagement, client relations, sales support, purchase order processing, inventory management, cash control, scheduling and merchandising in high-volume environments. Recognized for precision, initiative, and the ability to deliver high-quality administrative and analytical support aligned with policies and procedures, including day-today operations to supervise, train and motivate teams to achieve and exceed sales goals.

Professional Experience

• Directed daily store operations in a fast-paced retail setting, leading a team of 38 team members through morning huddles, task delegation, and real-time floor walks to prioritize customer needs and optimal customer engagement.
• Managed inventory reconciliation, authorized merchandise returns, and handled supplier orders and restocking processes, ensuring efficient merchandising recovery and adherence to loss prevention protocols while handling all register transactions, refunds, and pricing verifications.
• Conducted performance reviews and recognition programs to drive team motivation and achieve KPIs, provided staff training and coordinated scheduling to align with 13 retail business locations and demand.
• Handled Cash reconciliation, payments and refunds, ensuring accuracy and adherence to company policies. 
• Collaborated with management on sales and operational reports, event planning, and content creation for social media, prioritizing operational profitability and supporting management in decision-making

• Coordinated clerical and administrative workflows, managing communications and providing proactive support to team members, resolving inquiries and ensuring timely documentation.
•  Facilitated team meetings and distributed internal updates, applying decision- making skills to prioritize tasks and maintain organized records in a collaborative, volunteer- driven environment.

• Managed high-volume inbound client interactions in a dynamic call center, delivering accurate information, resolving complaints, and escalating issues to ensure exceptional service standards.
• Monitored call quality and team performance metrics, providing feedback to improve response times and customer satisfaction in a fast-paced operational setting.

• Supported city councillors with administrative functions, including scheduling meetings, managing official documentation, and coordinating communications to streamline decision-making processes.
• Handled sensitive correspondence and filing systems, applying attention to detail to maintain compliance and facilitate efficient team collaboration.

• Oversaw reception, correspondence, and filing operations, preparing agendas for meetings and distributing internal materials to support council productivity and policy adherence.
• Identified and mitigatedoperational hazards, ensuringa safe and organized workspace while managing daily workflows with precision and proactive problem-solving.

• Led customer query resolution and complaint management, mentoring sales teams on best practices to enhanceservice delivery and driverepeat business in a retail support role.
• Managed documentation, sales support tasks,and performance tracking,contributing to team goals througheffective delegation and financial reconciliation.

• Directed clerical operations and phone communications, organizing tasks and ensuring accurate record-keeping to support efficient departmental functions.

• Higher Secondary School Certificate -Secondary school diploma from a university-preparatory program with undergraduate credit - 2008
• Customer Service Fundamentals: Keys to Success – 2010
• Effective Customer Relationship Management – 2011
• French TCF (Test de Connaissance du Français)– 2024
• English IELTS(International English Language Testing System)– 2025