Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gordana Lac

Etobicoke,ON

Summary

Customer-focused professional with successful 32-year career in Customer Service sector. Dynamic successful applying customer service and maintenance up keep in busy business environment.

I am a collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.I am an Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Enthusiastic manager/co-worker eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of maintenance and training in maintenance duties. Motivated to learn, grow and excel in this industry. I'm seeking to maintain full-time position or any for position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
16
years of professional experience

Work History

Bulk Foods Manager

Fortinos Supermarket
Etobicoke, ON
08.2009 - Current
  • Kept work area and self-service areas clean, stocked and in accordance with health codes and regulations.
  • Organized and set up special events on or off-site.
  • Took inventory and maintained other pertinent records.
  • Enforced company policies as established for company, store and department.
  • Supervised, scheduled and trained department employees and participated in employee performance appraisals and hiring
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Managed overstocking, restocking and inventory control procedures during bulk shift.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Recruited and developed employees for bulk department.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Encouraged departmental employees to present positive, exemplary image to customers.

Joe Fresh Acting Manager/Supervisor

Fortinos Supermarket
Etobicoke, ON
07.2012 - 09.2012
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
  • Worked with management team to implement proper division of responsibilities.
  • Organized contests and established goals to optimize productivity and improve employee morale.
  • Set overall vision and provided team leadership.
  • Delegated high volumes of work to empower team, build trust and assist with professional development.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Achieved results by working with staff to meet established targets.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Monitored workflow to improve employee time management and increase productivity.

Housekeeper

Hallmark Housekeeping Services
Etobicoke, ON
09.2002 - 06.2005
  • Worked on cleaning team to service offices and other commercial buildings.
  • Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
  • Used chemicals by following safety protocols and procedures to avoid burns or injuries
  • Vacuumed rugs and carpeted areas in offices, lobbies and corridors.

Education

Accounting & Business Management -

Humber College
Toronto, ON

High School Diploma -

MARIAN Academy Secondary School
1760 Martingrove Rd.
06.1993

Skills

  • Managing Operations and Efficiency
  • Performance Tracking and Evaluations
  • Administration and Reporting
  • Scheduling and Coordinating
  • Employee Coaching and Motivation
  • Cash Register Operations
  • Coding Guidelines
  • Credit Card Transaction Processing
  • Technical Proficiency
  • Team Management
  • Sales Goals
  • Store Merchandising
  • Customer Relations
  • Cycle Counts
  • Customer Satisfaction
  • Hiring and Training
  • Product Availability
  • Storage Consolidation
  • Team Goals
  • Merchandise Sales
  • Performance Goals
  • Negotiation and Conflict Resolution
  • Human Resource Management
  • Customer Experience
  • Operational Efficiency

Timeline

Joe Fresh Acting Manager/Supervisor

Fortinos Supermarket
07.2012 - 09.2012

Bulk Foods Manager

Fortinos Supermarket
08.2009 - Current

Housekeeper

Hallmark Housekeeping Services
09.2002 - 06.2005

Accounting & Business Management -

Humber College

High School Diploma -

MARIAN Academy Secondary School

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