Ingo Abresch
Kelowna,BC
Summary
Motivated professional with a commitment to top-tier performance. Strong leadership and coaching skills in addition to a focus on customer satisfaction. Maximize quality assurance through compliance with regulatory guidelines and training initiatives. Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Retail Experience Manager
Mission Hill Family Estate Winery
04.2022 - 08.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reviewed financial statements, sales reports, and other performance data to measure productivity.
- Created environment of open communication between departments that improved collaboration among teams.
- Attained number one spot of things to do in Kelowna (TripAdvisor) and increased overall rating to consistently 4.5+.
- Achieved record results of $900K in premium wines sales for August and September 2022.
- Increased and maintained AOV between $130 and $150 during peak months.
- Exceeded Wine Club sign ups by over 30% through training and incentivizing team.
- Oversaw installation and implementation of new POS system.
Guest Experience Assistant Manager
Mission Hill Family Estate Winery
05.2019 - 04.2022
- Managed and motivated 25 - 30 employees to be productive and engaged in work.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Onboarded 100+ new employees with training and new hire documentation.
Manager
Crowfoot Wine & Spirits, Aspen Wine & Spirits
10.2015 - 08.2018
- Managed and motivated employees to be productive and engaged in work.
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Assistant Manager Chrysler Club / Dutton's Club
Scotiabank Saddledome
01.2014 - 10.2015
- Responsible for day to day operations of restaurant and lounge during hockey games, concerts, and Calgary Stampede
Manager
ZYN - The Wine Market
07.2011 - 10.2013
- Oversaw construction of new outlet store from concept, permits, construction, managing trades to completion and opening.
Fine Wines Sales - On Premise and Boutiques
Authentic Wine & Spirits Merchants
04.2010 - 06.2011
- Established contact relations with key restaurants and boutiques in the Calgary area and mountain properties and increased sales by 75%
- Maintained positive relationships with customers to promote continued business opportunities.
General Manager/Owner
Wine Cellar South
01.1999 - 01.2010
- Managed day-to-day business operations.
- Total sales in store of $2.95 million.
- Focus on high end wines from US, Italy and France.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Education
WSET Level 3 -
University of Calgary
Calgary, ABStrategic Sales -
University of Calgary
Calgary, ABInterior Design
Mount Royal University
Calgary, ABBC Wine History
Okanagan College
Kelowna, BC2022
Skills
- Story telling
- Customer Experience
- Experience Development
- Building Brand Awareness
- Luxury Experience Management
- Customer Loyalty
- Driving Business Growth
- Hiring and Coaching
- Budgeting and Cost Control
- Inventory Tracking and Management
- Client Account Management
Certification
- Licensed - Serve It Right - February 2019-2024
Timeline
Retail Experience Manager
Mission Hill Family Estate Winery
04.2022 - 08.2023
Guest Experience Assistant Manager
Mission Hill Family Estate Winery
05.2019 - 04.2022
Manager
Crowfoot Wine & Spirits, Aspen Wine & Spirits
10.2015 - 08.2018
Assistant Manager Chrysler Club / Dutton's Club
Scotiabank Saddledome
01.2014 - 10.2015
Manager
ZYN - The Wine Market
07.2011 - 10.2013
Fine Wines Sales - On Premise and Boutiques
Authentic Wine & Spirits Merchants
04.2010 - 06.2011
General Manager/Owner
Wine Cellar South
01.1999 - 01.2010
WSET Level 3 -
University of Calgary
Strategic Sales -
University of Calgary
Interior Design
Mount Royal University
BC Wine History
Okanagan College
- Licensed - Serve It Right - February 2019-2024
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