Guneet Kaur
Calgary
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
REGIONAL ASSISSTANT MANAGER DONATION CENTRES
GOODWILL INDUSTRIES OF ALBERTA
12.2023 - Current
- Resolved customer complaints efficiently while maintaining excellent customer service
- Led budget planning to optimize resource allocation
- Assisted with training staff on all internal operational functions
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Enhanced team productivity by implementing strategic planning and efficient workflows
- Streamlined communication channels to improve information flow
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Ensuring that the site and equipment used are in sound working order; documenting and arranging for correction of any repair or deficiency
- Preparing budgets and projections for all the donation centers in the region
- Schedule and oversee 30+ donation center team members and manage the flow and quality of work to maximize efficiency and productivity
- Travelling frequently to all sites in the region as required to manage operation
- Demonstrating commitment to the establishment of accessible, healthy, and safe facilities by modelling protocol and participating in all existing program
TALENT DEVELOPMENT & CUSTOMER EXPERIENCE MANAGER
INDIGO BOOKS & MUSIC
10.2021 - 09.2022
- Ensure teams best-in-class employee engagement and net promoter scores
- Maintain optimal level of customer service and ensure optimal satisfaction & analyze all issues and provide effective resolution
- Evaluated store flow traffic for display target areas and determined inefficient use of retail space, which led to the rearranging and redesigning of visual displays for 20% increase in sales
- Execute and monitor asset protection, overseeing safety and operational reviews while ensuring compliance with company policies and procedures
- Manage Inventory tracking system to record deliveries, shipments, and stock levels
- Analyze daily product and supply levels to anticipate inventory problems and shortages
- Led operational excellence by using the weekly workflow planner ensuring execution of company's inbound & outbound processes
- Entered employee information to the system to generate payroll deposits
- Reviewed financial statements, sales reports, and other performance data to measure productivity
- Improved customer satisfaction by leading efforts to resolve escalated issues and ensuring timely follow-up
- Guided team in delivering exceptional service to build lasting relationships with customers
- Strengthened brand reputation by addressing customer concerns promptly and professionally
- Elevated team performance with clear communication of expectations and regular performance evaluations
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives
SALES DEPARTMENT MANAGER, AB
LOWES
04.2017 - 09.2021
- Managed sales team to consistently achieve growth and hit sales targets
- Train and develop associates on product knowledge, customer service, and store policies
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Develop and maintain relationships with vendors and suppliers
- Analyze sales data and trends to identify opportunities for improvement
- Handled customer relations issues, enabling quick resolution, and client satisfaction
- Performed daily department tasks including stocking, creating merchandise displays, remerchandising, pricing markdowns, transferring merchandise, inventory control, and processing transactions
- Coordinated closely with other departments to ensure smooth operations across the organization, while maintaining high levels of customer service
- Assisted customers with any inquiries or complaints they may have had regarding products or services
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Boosted team morale and motivation through recognition and reward systems
- Achieved sales targets consistently by leveraging industry knowledge and expertise
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
- Coordinated with marketing team to align promotional efforts with sales goals
CLIENT ADVISOR, BUSINESS SERVICES
ROYAL BANK OF CANADA
07.2011 - 06.2016
- Proactively engage with clients in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
- Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
- Ensured compliance with all relevant laws and regulations related to the provision of business services
- Demonstrated proficiency in problem solving by resolving customer inquiries quickly and efficiently
- Maintained up-to-date knowledge of industry developments, trends, regulations, and best practices
- Navigated multiple computer systems and applications and utilized search tools to find information
- Conferred with customers by telephone or in-person to provide product or service information
- Embraced new technology and remained up to date on industry changes to create open environment fostering idea generation and innovation
Education
Master of Arts -
KURUKSHETRA University
Bachelor of Arts -
Kurukshetra University
Skills
- Customer Service Management
- Leadership skills
- Work Planning and Prioritization
- Performance evaluation
- Team building
- Budget control
- Conflict resolution
- Process improvement
- Talent development
- Workflow optimization
- Complex Problem-solving
- Documentation and reporting
Languages
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
English
Native or Bilingual
Additional Information
Microsoft Word Level 1,2,3, Microsoft Access Level 1, Microsoft Excel Level 1, Microsoft Outlook Level 1, 55 WPM
Timeline
REGIONAL ASSISSTANT MANAGER DONATION CENTRES
GOODWILL INDUSTRIES OF ALBERTA
12.2023 - Current
TALENT DEVELOPMENT & CUSTOMER EXPERIENCE MANAGER
INDIGO BOOKS & MUSIC
10.2021 - 09.2022
SALES DEPARTMENT MANAGER, AB
LOWES
04.2017 - 09.2021
CLIENT ADVISOR, BUSINESS SERVICES
ROYAL BANK OF CANADA
07.2011 - 06.2016
Bachelor of Arts -
Kurukshetra University
Master of Arts -
KURUKSHETRA University
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