Caterina Struc
Aurora
Summary
Experienced operations leader with 20+ years in customer service and business operations, including over a decade with the LCBO. Proven track record of building high-performing teams, driving store performance, and leading with integrity. Expert in retail operations, compliance, training, and health & safety. Known for delivering customer-first leadership while fostering community engagement and operational excellence.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Operations & Customer Service Leader (PFT)
LCBO #0671 - King City
04.2021 - Current
- Lead daily store operations: opening/closing, DOP management, and cash office processes
- Mentor and supervise staff with a focus on customer-first mindset and performance excellence
- Manage vendor deliveries, warehouse inventory, and merchandising standards
- Drive compliance with LCBO policies, including safety, Splan, and responsible retailing
- Create and review manager reports; identify improvements for operational KPIs
- Champion LCBO WOW programs and lead charitable initiatives
Customer Service Representative (Casual)
LCBO #0453 - Newmarket
09.2017 - 04.2021
- Supported all operational functions: cashiering, cycle counts, merchandising, store open/close
- Mentored new hires; recognized for leading store WOW efforts and community participation
Customer Service Representative (Fixed/Casual)
LCBO #0630 - Aurora
11.2012 - 09.2017
- Delivered top-tier customer service and operational support across warehouse and merchandising
- Led onboarding and training for seasonal staff, promoting LCBO service culture
National Accounts Service Rep
Decor Rest Furniture - Woodbridge
01.2001 - 01.2009
- Managed customer experience across 50+ retail stores nationwide
- Oversaw logistics, order fulfillment, quality assurance, and trade show operations
Accounting Clerk
Rite Chrome Furniture - North York
01.1994 - 01.2001
- Handled accounts payable/receivable, payroll support, and supplier relations
- Assisted in organizing trade show operations and logistics
Education
Business Management
York University
North York, Ontario01.1994
OAC Graduate - undefined
Father Henry Carr CHS
Etobicoke, Ontario01.1989
Skills
- Extensive experience in retail operations
- Leadership: 8 years as a Shift Leader, mentoring teams and driving engagement through LCBO WOW initiatives
- Operations: Cash office, inventory, vendor coordination, payroll, scheduling, banking
- Compliance & Safety: Health & Safety certified, Smart Serve, WSIB awareness, LCBO Splan enforcement
- Technology: Skilled in Microsoft Office, Workforce Management tools, intranet/web-based systems
- Community-Focused: Spearheaded charitable campaigns, local events, and store culture initiatives
Certification
- Smart Serve Certified | First Aid Certified | PLE Certified
- LCBO Product Knowledge Levels 1, 2, 3 | Service Knowledge
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
Timeline
Operations & Customer Service Leader (PFT)
LCBO #0671 - King City
04.2021 - Current
Customer Service Representative (Casual)
LCBO #0453 - Newmarket
09.2017 - 04.2021
Customer Service Representative (Fixed/Casual)
LCBO #0630 - Aurora
11.2012 - 09.2017
National Accounts Service Rep
Decor Rest Furniture - Woodbridge
01.2001 - 01.2009
Accounting Clerk
Rite Chrome Furniture - North York
01.1994 - 01.2001
OAC Graduate - undefined
Father Henry Carr CHS
Business Management
York University
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