Experience

WorkBC Victoria

• Canada
• Staffing and Recruiting
• 1 - 100 Employee

• WorkBC Service Specialist (Case Manager)

  • Oct 2023 - Present

• Labour Market Resource Specialist

  • Feb 2023 - Oct 2023

• Employment services administrator

  • Feb 2022 - Feb 2023



TJX Canada – Winners, Marshalls, HomeSense

• Canada
• Retail
• 700 & Above Employee

• Operation and Customer Service Manager

  • Sep 2015 - Feb 2022

  Fully responsible for store customer satisfaction, store recruitment and Associate training and development. Leading on company core values on a day to day basis to create a safe and professional work environment for fellow Associates. To lead with the team to achieve company goals by always putting customer service first to meet their needs. Work within budget restraints to make sure store operates efficiently on a daily basis. Created a positive environment that fosters open and continuous communication and information sharing among all Associates. Embraced the company culture and supported the team to create excellent customer service satisfaction through effective scheduling, providing honest direct feedback and directing Associates to alignment with company values. Worked independently as manager-on-duty. Have a full understanding and knowledge of operational standards, and continuously monitor store’s actual performance and execution, against these standards. Lead and conduct daily huddles in conjunction with the store team to discuss operational opportunities and achievements. Show less



Forever 21

• United States
• Retail Apparel and Fashion
• 700 & Above Employee

• Stock Manager

  • Dec 2012 - Aug 2015

  Have excellent interpersonal skills to act with integrity and business maturity to ensure all business is conducted fairly with the right manners. Proficient to manage productivity environments including both front and back of store. Delivery of personalized, specific, and solutions-oriented customer service experience that is friendly and professional. As for the back end, maintain standards to sufficiently enable Associates with resources needed for success. Skilled in leadership, coaching, training, communication, conflict resolution, time management and proficient in retail software. Proven skills to discern the hiring of quality Associates and to oversee their training for best performance. Well versed in training, coaching as well as Associate retention and recognition. Coach teams to follow best practices as they relate to sales floor replenishing, markdown strategy and presentation standards. Carries out quality assurance tasks on shipments by cataloging and processing defective and or damaged inventory based on company standards. Well versed with administrative tasks in retail operations including: monitoring of payroll planner, opening the store, schedule adjustment and register audits. Insightful to develop strategic solutions for Loss Prevention initiatives to the Logistics Manager, communicating opportunities and successes. Show less



Starbucks

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Sep 2009 - Apr 2011

  Two years as an Assistant Store Manager, working for an internationally based food and beverage company, carrying out daily managerial duties and providing store solutions in Victoria’s Oak Bay store and serving other stores as well. Modeled a “customer comes first” attitude, and delivered excellent service. Supervised partners to ensure they delivered excellent customer service. Coached and provided direction to shift team. Conducted hiring procedures including interviewing, reference checking and new staff training. Constantly monitored new staff to measure performance and provided support and further direction when necessary. Reviewed store environment and key business indicators to identify and help solve problems. Maintained a calm exterior presence during periods of high volume / unusual events. Supported store manager in implementing company programs. Worked with shift team to execute action plans. Communicated clearly, concisely, and accurately to ensure effective store operations. Engaged in conversation to understand customer and community needs. Provided direction to staff on using tools to achieve operational excellence. Carried out administrative procedures for staff members. Created weekly shift schedules, and checked whether punch-in and punch-out procedures were followed. Provided performance reviews at a quarterly basis and made recommendations for staff promotions. Created positive team environment and developed relationships with partners to understand needs and address partner morale issues with store manager. Show less



Queen Victoria hotel - Victoria, Canada

• Victoria, BC, Canada

• Guest Service / Reservation Agent

  • Sep 2008 - Aug 2009

  Placed in-person, phone, and internet room reservations. Up-sold rooms, services & local attractions ensuring for positive experience. Placed in-person, phone, and internet room reservations. Up-sold rooms, services & local attractions ensuring for positive experience.



Starwood Hotels & Resorts Worldwide, Inc.

• Hospitality
• 700 & Above Employee

• Manager Trainee

  • Jul 2007 - Jul 2008

  Coordinated outside catering with sales team, hotel security and software engineers for corporate functions including conferences and product shows. Optimized food and beverage front-of-house operations. Managed staff training and scheduling, replenished supplies and carried out promotions. Intentionally sought out customer feedback on services to obtain quality control and forecasted future demand. Made business calls to sell services. Coordinated outside catering with sales team, hotel security and software engineers for corporate functions including conferences and product shows. Optimized food and beverage front-of-house operations. Managed staff training and scheduling, replenished supplies and carried out promotions. Intentionally sought out customer feedback on services to obtain quality control and forecasted future demand. Made business calls to sell services.



Pui Ying College

• Vancouver, BC, Canada

• Administrator/ events coordinator

  • Feb 2006 - May 2007

  Oversaw and coordinated anniversary celebration with overseas delegates. Arranged for accommodations and lined up must-see attractions. Organized and promoted student exchange program. Oversaw and coordinated anniversary celebration with overseas delegates. Arranged for accommodations and lined up must-see attractions. Organized and promoted student exchange program.