Store Manager at Savers | Value Village (2024-12 – Present)
- Drove store to top-tier performance, achieving a consistent #1 or #2 ranking for customer satisfaction in an 8-store district since taking ownership of the role in Q4 2023.
- Established a proactive customer feedback loop that translated direct customer insights into key process improvements, including a flexible exchange policy that was a key contributor to sustained year-over-year sales growth in its category.
- Built a culture of internal growth by identifying and developing talent at all levels; successfully promoted 2 team members to leadership and are actively mentoring 6 others in a development pipeline for roles including Supervisor and Manager.
- Revitalized an underperforming sales category by analyzing unsold merchandise to diagnose a pricing imbalance; coached the Production Manager on a new strategy, resulting in a 12% year-over-year sales increase.
- Drove a 9% year-over-year increase in On-Site Donations (OSDs) by cultivating a strong community reputation for a superior donor experience, resulting in significant organic growth.
Production Manager at Savers | Value Village (2020-06 – 2024-12)
- Coached a team on the direct link between production quality and the customer experience, ensuring high standards for 10,000+ items processed daily to drive customer satisfaction.
- Boosted new customer acquisition by 12% by demonstrating and coaching exceptional customer service and ensuring prompt resolution of customer issues.
- Used customer sales data and market trends to inform production strategy, contributing to a 4% increase in store sales.
- Increased store sales by 4% by analyzing and acting on customer trends and local market potential.
- Utilize and become a power user with new and old software to maximize efficiency and increase sales.
Retail Sales Manager at Savers | Value Village (2019-11 – 2020-06)
- Drove a 50% increase in sales by implementing rigorous store presentation standards and coaching the team to deliver an unforgettable customer experience
- Effectively planned and executed promotional strategies resulting in making my store the top store during promotions.
- Used data-driven strategies to evaluate customer trends that enable seasonal floor changes that maximize sales.
Production Supervisor at Savers | Value Village (2018-11 – 2019-11)
- Effectively trained new TMs in the Shoes and Recycler roles before the grand opening of the new London, ON store by using onboarding software and on-the-job training tools and by providing constant feedback while actively listening to create a productive relationship
- Increased shoe sales by $1,000 a week at Mississauga, ON store by working side-by-side with the team member and coaching proper pricing guidelines, merchandising standards and constant encouragement.
Front End Supervisor at Savers | Value Village (2011-07 – 2018-11)
- Increased customer count and retention by providing a positive and unforgettable customer experience with a focus on building long-lasting business relationships.
- Build team member retention by training, coaching and working with them using on-the-job tools and providing consistent feedback.
- Protect store assets by following loss and prevention procedures when opening and closing the store
Community Manager at Social Saturday Squad (2022-04 – Present)
(Volunteer Role) - Applying my passion for building connections to manage a global professional networking community.
- Onboard new community members and facilitate interactions that lead to meaningful relationships.
- Manage high-volume communications (10,000+ per week) across various channels to ensure a positive member experience.
- Collaborate with the Founder on strategic initiatives and report on community health metrics to drive engagement and growth
Affiliate Content Creator at Twitch (2020-06 – Present)
Internal Communications Intern at Maple Leaf Sports & Entertainment (2012-01 – 2012-04)
- Created content for the internal blog working alongside C-level executives, players and coaches
- Developed the wireframe and graphics for the next iteration of the internal blog
- Lead the creation of a new feedback system for the Intern Program
