Hayley Scanlan
Bath,ON
Summary
Experienced professional skilled in analyzing client information to provide recommendations for method, product, and service improvements. Offers short and long-term solutions to maintain client satisfaction, collaborates with all team members to meet business goals. Instrumental in process improvement and implementing creative solutions, showcasing strong organizational, time management, and prioritization abilities. Possesses analytical thinking, results-driven approach, proactive planning for deadlines, effective team collaboration, and independent productivity.
Adept at handling transactions, and providing exceptional customer service. Strong focus on teamwork and adapting to changing needs to achieve results. Reliable, efficient, and capable of building positive customer relationships.
Overview
19
19
years of professional experience
Work History
Employee Benefits Administrator
Benefits Consulting Plus
Kingston, ON
11.2024 - 04.2025
- Provided Benefits Administration support to clients, including employee enrolment, status changes, dependent and beneficiary changes, and termination of Employee Benefits
- Completed 8-12 Monthly Claims Experience Reports
- Provided Administrative support to Employee Benefits Consultants
Executive Assistant & Communications Administrator
Cataraqui Golf & Country Club
Kingston, ON
07.2018 - 09.2024
- Managed approximately 30 incoming phone calls and emails per day from Club members, suppliers, and internally.
- Managed executive calendars, scheduling meetings and appointments to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Enabled timely project completion by coordinating resources and timelines across multiple departments.
- Contributed to development of internal policies and procedures, enhancing organizational effectiveness and compliance.
- Enhanced efficiency of meeting outcomes by preparing detailed minutes and action items.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Took notes and dictation at meetings.
- Volunteered to help with special projects of varying degrees of complexity.
- Developed compelling press releases, newsletters, and articles that effectively communicated company news and events.
- Launched successful social media campaigns to grow online presence and foster customer interaction.
- Contributed toward a positive corporate reputation by actively participating in community outreach initiatives.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Coordinated with design and media teams to develop high-quality creative assets.
Client Development & Retention Advisor
Tire Wizard Inc.
Picton, ON
03.2015 - 05.2018
- Maintained up-to-date knowledge on company software, ensuring accurate training and advice was provided to clients at all times.
- Provided 3 to 6 online training sessions daily for clients across Canada and the USA.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Front Store Manager
Shoppers Drug Mart
Napanee, ON
07.2011 - 01.2015
- Improved customer satisfaction rates by providing exceptional service, addressing concerns, and resolving issues promptly.
- Streamlined front store operations by implementing efficient inventory management systems and staff scheduling.
- Implemented new planograms and planogram adjustments to increase customer purchases.
- Drove increased productivity among staff through motivational tactics such as recognition programs or incentive-based rewards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Ensured timely execution of store policies, processes, and procedures for a seamless and efficient workflow.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Conducted inventory and managed purchasing processes and replenishment activities to keep products stocked.
- Conducted regular audits of store policies and procedures to ensure compliance with company standards and local regulations.
- Maintained store quality standards to optimize customer experience, drive customer traffic and positively impact store profitability.
Acting Front Store Manager
Shoppers Drug Mart
Kingston, ON
01.2010 - 04.2011
- Managed a staff of 15 - 20 employees across Cosmetics, Merchandising, Receiving, and Cash
- Medium volume store
- Ensured timely execution of store policies, processes, and procedures for a seamless and efficient workflow.
- Managed labor scheduling to maximize productivity and maintain adequate staffing levels to effectively operate business.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Conducted inventory and managed purchasing processes and replenishment activities to keep products stocked.
- Maintained store quality standards to optimize customer experience, drive customer traffic and positively impact store profitability.
Front Store Manager Trainee
Shoppers Drug Mart
Brockville, ON
02.2010 - 04.2011
- Conducted inventory and managed purchasing processes and replenishment activities to keep products stocked.
- Conducted regular audits of store policies and procedures to ensure compliance with company standards and local regulations.
- Maintained store quality standards to optimize customer experience, drive customer traffic and positively impact store profitability.
Store Manager
Sears Outlet
Scarborough & Rexdale, ON
01.2008 - 01.2010
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Conducted regular performance reviews for Sales Team Leadership staff members, providing constructive feedback and opportunities for growth.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Created weekly marketing program and advertising
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Trained and guided team members to maintain high productivity and performance metrics.
Associate Store Manager
Brampton, Bramalea
Mississauga, ON
05.2006 - 03.2008
- Managed departments generating over $5M annually.
- Coached Fashion, Cosmetics, and Cash service teams to provide excellent customer service, promoting membership loyalty and increasing customer satisfaction rates
- Consistently met or exceeded monthly sales targets through effective team coaching, motivation, and recognition programs implementation. Developed motivational and recognition program to motivate Sales Leads and Cashiers for Sears Card acquisition program.
- Developed and mentored a high-performing team of associates, consistently exceeding performance goals and expectations. Achieved highest results over plan for region in Sears Credit Card Acquisition.
- Cultivated a culture of accountability and continuous improvement within the team by conducting regular performance evaluations and providing constructive feedback.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Education
Drama, German
Queen's University
KingstonSkills
- Service excellence and Client Relations Management
- Retail store operations management
- Cash Office Procedures and Reconciliation - balancing daily requisitions, preparing bank deposits, maintaining safe balance Month-end and year-end processes
- Processing Accounts receivable / accounts payable
- Maintaining content of various corporate websites and social media platforms
- Preparation of Committee and Board agendas, packages, and minutes
- Skilled in Microsoft Office and Canva
- Management of office supply inventory
- Data entry, reception, switchboard
- Employee relations and payroll
- Recruitment, Interviewing, Skills Assessment, Hiring and Delivering employee orientation programs
- Scheduling to needs of business, use of automated scheduling/time capture/ payroll systems to input schedules, verify hours worked, correct time coding, transmit payroll
- Attendance management
- Workplace safety compliance
- Staff supervision and asset security management
- Staff development and leadership development coaching
- Policies and procedures were in place and adhered to (Health and Safety, Employment standards) and, effective execution of corporate standards)
- Determine root causes of issues or concerns and find appropriate resolutions for customers, clients, members Negotiate and resolve conflict
- Effective verbal and written communication skills
- Digital periodical editing and production
- Marketing and Merchandising to boost sales and revenue
- Pricing & Purchasing (replenishment, promotional & seasonal sales stock
- Grew sales and reduced inventory overage Sustained inventory control by implementing daily inventory reconciliation processes
- Local business partnership development
- Event Planning and Execution Drove increased sales revenue through execution of events
Languages
English
German
French
Timeline
Employee Benefits Administrator
Benefits Consulting Plus
11.2024 - 04.2025
Executive Assistant & Communications Administrator
Cataraqui Golf & Country Club
07.2018 - 09.2024
Client Development & Retention Advisor
Tire Wizard Inc.
03.2015 - 05.2018
Front Store Manager
Shoppers Drug Mart
07.2011 - 01.2015
Front Store Manager Trainee
Shoppers Drug Mart
02.2010 - 04.2011
Acting Front Store Manager
Shoppers Drug Mart
01.2010 - 04.2011
Store Manager
Sears Outlet
01.2008 - 01.2010
Associate Store Manager
Brampton, Bramalea
05.2006 - 03.2008
Drama, German
Queen's University