Warehouse and services manager

• Dec 2022 - Present

CX and operations specialist

• Aug 2022 - Dec 2022

Primarily as a customer experience specialist i serve as the companies point of contact for End users and dealers to handle enquiries including but not limited to Product knowledge, warranty claims or order processing. Handling consumer query intake through phone, email or meeting on site.Blending my role with the operations department being an on site member i also contribute to the building and execution of expanded in house services. • Ski binding mounting with new purchased skis. Here i built the dedicated space and requisitioned the necessary equipment to perform factory level ski mount service and subsequently contributed to the SOP creation highlighting technical details and health and safety requirements. • In house custom strap printing. Took lead instituting on the production floor a capital project to bring custom printing services in house to expand on current program to allow for more flexibility of design and quicker turnaround. Building design mockups with Adobe illustrator. Maintaining equipment. Executing print jobs. Gathering data to design, establish and improve throughput. Advising on jig and process design with quality engineer. Designing training documents to export quality process to production associates. • Serving on the safety committee i conduct routine on site safety inspections to ensure facility is meeting and performing to work safe requirements. Advising on shortfalls and designing solutions to remedy.I serve a dynamic role supporting the brand and my colleagues with product feedback, task execution or workplace mentorship and other needs as necessary. Show less

Service Manager

• Jan 2020 - Jul 2022

Directly oversaw and held responsibility for the service department at a full service Trek Bikes outlet. Successfully elevating the department to achieve on a 30% year on year growth. As the service manager i was directly responsible for Metrics and KPI's in service work sold, production efficiency in Labour $/HR, service inventory shrink, service data accuracy and customer survey satisfaction. Maintaining this with regular reporting and training. Leading the service team in assembling, customizing and servicing all makes and models of bicycles. Through personalized mentorship i took multiple technicians from entry level inexperienced bike assembly to completing complex repairs, full scale overhauls and advising services directly to customers. Each year end i set targets for the department for gross profit of work orders and quantity of bikes to be assembled. Assist the store manager in recruitment and accountability of new hires to the team. Ensure daily work orders are being completed on time with special orders being placed as necessary and that the work order invoices are issued and paid accordingly. Led a project to re design the service space for improved workflow. I ensured an efficient and safe place to work that techs enjoy returning too. Show less

Customer Service Representative

• Jun 2019 - Jan 2020

Operated the factory service centre for FOX and Marzocchi suspension products as the sole service writer, whilst also supporting customer service and aftermarket sales for Raceface and Easton cycling products. Two companies owned by Fox Factory. Role included but not limited to - Inventory management - Scheduling and invoicing work orders - Up selling at opportune moments in service centre - Supporting Aftermarket sales of products offered by all brands - Supporting travelling sales team with order processing, resolutions and new leads - Assist and coach co-workers with daily roles regarding finding solutions to customers problems or queries Show less

Assistant Manager

• Oct 2018 - May 2019

Assistant manager in a winter season +$1 million Business unit with 18 staffSeason began with training efforts of 70+ staff from 4 stores to introduce and update all participants of company policies and practices. The broke off into smaller groups to deliver focused materials regarding,- Ski and snowboard General knowledge, how to "tech" equipment for rental- How to operate rental process and POS interface- Company guideline and policiesOnce ski season began i continued on going oversight and support of staff including- Supplemental training- Mentoring up sell of rental packages and accessories at all opportunities- Monitor bookings and financial performance of BU and adjust scheduling accordinglyWinding down the season we processed end of seasonal role layoffs, End of season reporting and built plans to grow BU for greater future success in revenue and guest satisfaction. Show less

Retail Supervisor

• Jun 2018 - Sep 2018

Began new business initiatives to re start retail bicycle sales and service in a renovated business unit. Designed and constructed a bike service centre. Selling new bikes, Tuning and selling used bikes and tuning or servicing customer bikes on top of supporting established retail presence in accessories and sports wear. Resulting in +130% Gross sales increase for YoY.

Warehouse Team Lead

• Jan 2018 - May 2018

Shift lead in company's largest Distribution centre that would receive, house and ship over $30 million annually in retail and rental product.Quickly familiarized myself with daily practices to support operations and train new entry level hires.Wrote SOP manuals for all product workflow actions to support onboarding and cross training of staff.Instituted QC methods to reduce pick errors to less than 1% within two weeks.

Service advisor

• Sep 2017 - Dec 2017

Covered a Maternity leave gap on the service sales desk of one of Whistlers biggest and busiest full service automotive repair centres. Intake customer repairs and orchestrate work needed between available technicians. Work with vendors to maintain inventory and accounting accuracy. Align 3rd party facilities to complete off site repair as needed. Maintain high quality and attention to detail in a fast paced environment with multiple moving pieces. Lead off season tire storage documentation to update and track all customer products being stored on site. Show less

Lead Bike tech

• Jun 2017 - Sep 2017

Shift lead bike tech in one of Whistlers busiest bike, accessory, apparel and casual wear sales stores with also one of the biggest bike rental fleets. Grossing over $1.5 million GP annuallyMan service sales desk to sell bike parts and accessories and conduct bike tuning and servicing on a myriad of customer products. Assist with guidance and oversight entry level techs with end of day rental fleet tuning. Maintain end of day cash closing, handling and reporting procedures to audit team.

Rental Fleet Supervisor

• Oct 2015 - Jun 2017

Responsible for the data and accounting accuracy of the entire Whistler Blackcomb rental fleet (more than 4,000 skis and snowboards).Routinely planned and coordinated delivery of ex-rental skis for sale to in house outlet centres from storage sites.Created sales order forms of non current inventory for prospective clients.Designed and constructed storage crates to deliver bulk sales of skis (500+ units per sale)In the summer of 2016 i took lead on the annual summer project to mount the rental fleet. From August to November along with 3 ski techs we received, digitally catalogued, mounted and distributed over 3,500 skis to over 15 business units. This was the first year that all products were prepared by open of season in November.Fall of 2016 i prepared a portion of the aged fleet to be available for the annual turkey sale. Making sure all items were updated in inventory and POS data systems, i delivered to sales site, built a pop up showcase to hold items and over 4 days with a rotating colleague sold over 650 pairs of skis. The most in any turkey sale weekend up to that point. In the spring of 2017 i designed a workflow for the entire fleet to be moved from all business units through the tuning centres and into summer storage organized and catalogued to be accessible for off season sales. Show less

Retail/Rental Associate

• May 2014 - Sep 2015

Began as a Rental associate/Rental bike technician. Maintained and rented out a valley bike (hybrid commuters and front suspension mountain bike) fleet of 70+ bikes.Responsible for daily rental inventory maintenance, cash handling procedures and SOP daily take reportings.

Automotive Service Advisor

• Nov 2013 - May 2014

Sales Associate

• Mar 2012 - Nov 2013

Server/Bartender

• Nov 2011 - Feb 2012

Returned to my previous role to see out the winter 2011/2012 season in Jasper. Returned to my previous role to see out the winter 2011/2012 season in Jasper.

Team member

• Jun 2011 - Feb 2012

Worked as a team member at a small and well established cafe in the Jasper community. POS handling, full service espresso, cooking, food prep, inventory management and safe food practices (checking fridge temps, negate cross contamination etc.) Worked as a team member at a small and well established cafe in the Jasper community. POS handling, full service espresso, cooking, food prep, inventory management and safe food practices (checking fridge temps, negate cross contamination etc.)

Bartender

• Aug 2011 - Oct 2011

Rental/Retail assosciate

• May 2011 - Aug 2011

This was my first job in the sports industry at Jaspers oldest bike and ski/snowboard store and propelled my passion for outdoor pursuits. I was a retail and rental associate where i began to learn about bike technologies and how to repair them drawing on my technical proficiency from my time as an automotive mechanic. This was my first job in the sports industry at Jaspers oldest bike and ski/snowboard store and propelled my passion for outdoor pursuits. I was a retail and rental associate where i began to learn about bike technologies and how to repair them drawing on my technical proficiency from my time as an automotive mechanic.

Bartender/Server

• May 2010 - May 2011

Here i began living and working abroad at the Lobstick lodge in Beautiful Jasper, Canada. Working in the Hospitality department in a full service restaurant (approx 120 seats) and lounge (either casual service or dedicated events with capacity of up to 350 pax.) In this role i drew on my experience of customer service interaction, POS and cash handling, safe food and alcohol practices but also began with event planning and management, inter department relationships and team supervision. I began stepping into a leadership role somewhat at this time and started to learn about training and coaching new staff, identifying strengths and weaknesses and supervising shifts. Show less

Mechanic

• Jan 2006 - Dec 2009

Completed an apprenticeship in light vehicle automotive repair. Here i gained technical repair skills working on any light vehicle from a 3 door hatchback to full size pickup trucks and vans. Steering/Suspension, Braking system, Engine, Transmission, Drivetrain and more were parts of a vehicle i would regularly service or diagnose and repair. During my last year i performed technical repairs including remove and reinstall of cylinder heads on a quad overhead camshaft v8 engine. Replacing the engine block in a van. Remove and re instal of rear differential in an independent rear suspension car and replacement of hydraulic shift components in cab over engine vans. I also spent time here as a service advisor learning to sell services, generate invoices, manage job flow and oversee technician supervision. Show less

Catering department team member

• Feb 2008 - Nov 2009

I worked here as a second job while completing my Automotive Apprenticeship. I was a team member in the catering department that operated a 250+ seat bistro restaurant, an approx 80 seat contemporary dining establishment, a full service espresso bar, a function hall that could host anything from a live concert with 500+ guests to large banquets or sporting events and dedicated function rooms that would regularly host events (such as wedding receptions or birthday parties) with over 200 guests. Here again there was lots of safe food handling, cash and POS management and also Responsible service of Alcohol. I really began to grow my Customer service in this role and was regularly challenged to multi task in a high paced environment while maintaining a high level of presentation and safety. Show less

Team member

• Jan 2004 - Dec 2005

This was my first job while i was still in high school. I started as a cook exercising safe food handling practices and inventory management then later also learning the customer service role learning to operate a POS for the first time and cash handling. This was my first job while i was still in high school. I started as a cook exercising safe food handling practices and inventory management then later also learning the customer service role learning to operate a POS for the first time and cash handling.