Ildiko Cosgrove
Victoria,BC
Summary
Dynamic, Hands-on Store Manager with extensive experience at Toys R Us Canada, excelling in customer service and team development. Proven track record in driving sales through innovative merchandising strategies and effective employee training. Skilled in loss prevention initiatives, ensuring a safe shopping environment while enhancing customer relations and operational efficiency.
My time at Toys R Us Canada started when we opened the first Victoria store in 1994. My journey began as a seasonal employee, quickly joining the ranks of the Team leaders, then onto Department Manager, Assistant Director, and finally Store Manager (formerly Store Director).
Overview
31
31
years of professional experience
Work History
Store Manager
Toys R Us Canada
10.1994 - 08.2025
- Led store operations, ensuring optimal customer experience and adherence to company policies.
- Laser Focused on Key KPIs and Loyalty programs
- Trained and mentored staff, fostering a high-performance team environment and maintaining first in class customer service.
- Implemented loss prevention strategies while maintaining a welcoming shopping atmosphere. Worked with other Store Managers in the region to successfully implement Loss Prevention Initiatives.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships.
- Managed store employees successfully in fast-paced environment through proactive communication.
- Conducted Performance evaluations
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions. Executed Spring, Fall and seasonal re-sets, bi-weekly ad sets and promotional displays.
- Maximized sales by creating innovative visual merchandising displays and store layouts of high margin items as well as seasonal and top trend items.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers. Promoted a safety culture. Manager Co-chair of the Joint Health and Safety Committee.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths. Utilized tools to forecast realistic sales and worked within the budget.
- Assisted Department Managers in recruiting, hiring and training of team members.
- 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.
- Developed and implemented effective merchandising strategies to enhance product visibility. Rotated promotional, seasonal and clearance merchandise.
- Assisted with corporate projects- assisted with store location grand openings/closures, creating floorplans (shop in shop) and support for over 20 Rooms and Spaces Stores, Lego loss prevention initiatives, Eastern Region Department Manager pre-screening, uploading and editing information on E-learning platform and was part of the Driving sales team.
Education
Pacific Design Academy
Victoria BCHigh School Diploma -
Oak Bay
Victoria, BC06-1990
Skills
- Customer service
- Problem-solving
- Customer relations
- Multitasking and organization
- Work Planning and Prioritization
- Recruiting and hiring
- Employee scheduling
- Culture development
- Store Merchandising, resets, displays
- Results-oriented KPI management
- Back of the house -includes practical use of walkie stacker/compactor/bailer/pallet jacks/unloading and loading of trailers
- Bank and safe deposits
- Omnichannel Order Management
- Loss prevention Initiatives
- Health and Safety (JHSC Manager Co-Chair)
Languages
Hungarian
Native or Bilingual
Affiliations
- I have been privileged to have worked with CFAX Santa's Anonymous and Lions Club
Timeline
Store Manager
Toys R Us Canada
10.1994 - 08.2025
Pacific Design Academy
High School Diploma -
Oak Bay