HEATHER BOND
Victoria,Canada
Summary
Dynamic leader with a proven track record, adept at boosting customer engagement and team performance. Excelled in streamlining operations and enhancing the customer experience, demonstrating exceptional adaptability and professional courtesy. Skilled in managing diverse teams and leveraging customer service expertise to achieve significant outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
La Vie En Rose
Victoria
12.2024 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
PCX Manager
Loblaw Companies Ltd
Victoria
07.2024 - 12.2024
- Directed a team of 30 colleagues, overseeing hiring and training processes.
- Successfully prioritized and managed simultaneous responsibilities, ensuring timely completion of orders.
- Maintained strict adherence to safety protocols for an optimal operational environment.
- Supported customers in resolving online platform issues efficiently.
- Resolved customer service issues and ensured satisfaction.
Assistant Store Manager
Carter’s Oshkosh
Langford, BC
04.2024 - 06.2024
- Ensure we are meeting metrics for sales and customer service
- Assist all areas of the store as needed
- Train new hires and develop current associates in their career growth
Support Manager
Walmart
Langford, BC
09.2023 - 04.2024
- Ensure we are meeting metrics for sales and customer service
- Assist all areas of the store as needed
- Train new hires and develop current associates in their career growth
- Attend weekly management meetings
E-Commerce Operations Department Manager
Walmart
Victoria, BC
04.2021 - 08.2023
- Organizing orders
- Assisting customers
- Picking orders
- Dispensing orders
- Dispatching door dash
- Availability report
- Truck manifest
- Safety logs
- Managing personal shopping team
- Achieving desired store metrics
CAP 1 Department Manager
Walmart
Victoria, BC
03.2022 - 04.2022
- Loading stock in the back room
- Completing price changes
- Stocking shelves
- Setting modulars
Customer Experience Salesfloor Department Manager
Walmart
Victoria, BC
10.2021 - 03.2022
- Manage customer experience team
- Assist customers with purchases and questions
- Stocking
- Section work
- Merchandising
- POS
OMNI Customer Experience Salesfloor
Walmart
Victoria, BC
04.2020 - 09.2021
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Answer customers' questions, and provide information on procedures or policies
- Stock shelves, and mark prices on shelves and items
- Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items
- Supervise others and provide on-the-job training
- Correspond with online customers via electronic mail, telephone, or other electronic messaging to address questions or complaints about products, policies, or shipping methods
- Cancel orders based on customer requests or inventory or delivery problems
- Assign employees to specific duties
- Transport packages to customers' vehicles
Office Administrator
Bond
Canada
07.2006 - 04.2020
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reconciled account files and produced monthly reports.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Optimized budget management by monitoring expenses, negotiating supplier contracts, and identifying cost-saving opportunities.
- Improved office efficiency by streamlining filing systems, ensuring documents were easily accessible.
- Managed executive travel arrangements, optimizing itineraries for cost-effectiveness and time management.
- Managed payroll processing for staff, ensuring accuracy and timely disbursement of salaries.
- Coordinated office maintenance and repairs, ensuring safe and pleasant working environment.
- Maintained confidentiality of sensitive information, adhering to strict data protection policies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Cashier/Paymaster
BCLC PLAYTIME GAMING LTD
Victoria, BC
05.2003 - 07.2006
- Resolve customer complaints regarding problems such as payout errors
- Remove suspected cheaters, such as card counters or other players who may have systems that shift the odds of winning to their favor
- Pay winnings or collect losing bets as established by the rules and procedures of a specific game
- Exchange paper currency for playing chips or coin money
- Inspect cards and equipment to be used in games to ensure that they are in good condition
- Open and close cash floats and game tables
- Answer questions about game rules and casino policies
Skills
Customer Engagement
Committed Team Member
Professional Courtesy
Adaptable Learner
Team Leader
Languages
English
Native or Bilingual
Certification
Serving it Right
Selling it Right
Food Safe level 1
Timeline
Assistant Store Manager
La Vie En Rose
12.2024 - Current
PCX Manager
Loblaw Companies Ltd
07.2024 - 12.2024
Assistant Store Manager
Carter’s Oshkosh
04.2024 - 06.2024
Support Manager
Walmart
09.2023 - 04.2024
CAP 1 Department Manager
Walmart
03.2022 - 04.2022
Customer Experience Salesfloor Department Manager
Walmart
10.2021 - 03.2022
E-Commerce Operations Department Manager
Walmart
04.2021 - 08.2023
OMNI Customer Experience Salesfloor
Walmart
04.2020 - 09.2021
Office Administrator
Bond
07.2006 - 04.2020
Cashier/Paymaster
BCLC PLAYTIME GAMING LTD
05.2003 - 07.2006
Serving it Right
Selling it Right
Food Safe level 1