Jeannie Sullivan-Wilson

Dynamic retail professional with extensive experience at Rona, excelling in customer service and operational efficiency. Proven track record in employee training and inventory management, enhancing team performance and driving sales growth. Adept at resolving issues and fostering a collaborative environment, ensuring exceptional customer experiences and loyalty.

• Coordinator, MS Bike Tour, Rona Sponsored
• Co-Author, Nomination of Kelowna Civic Awards, 1992

Customer Service / Intro to Banking, Okanagan University College, 01/01/95, Present

Provides full range of exceptional sales and customer service by acknowledging customer, assessing needs, recommending products, quoting rates, writing up sales orders, explaining payment/credit options, and offering installation and delivery services., Resolves customer concerns, issues and complaints using strong judgment skills by actively listening, establishing their issue, and reaching a desired resolution that is satisfactory to both the customer and the store., Developed a highly successful seniors day event monthly to attract and express appreciation; provide cookies and refreshments, and a gift to the first 300 customers, resulting in loyalty and community spirit, and increasing sales volume., Manage and follow up on internet orders, special orders and out-of-stock requests for products; communicate status to customers in a timely manner., Hire, train and supervise 10 supervisors and up to 50 front end staff; ensure compliance of policies, procedures and customer service, while maintaining optimum quality and productivity levels., Manage complex staff schedules while striving to accommodate part-time employees with other jobs, student availability, and parents with scheduling limitations., Manage labor-to-sales ratios by adjusting staff hours to maintain profitability level guidelines., Participate in a weekly management meeting to review effectiveness of sales flyer products, share issues and successes, and discuss strategies to maintain success in a competitive market., Document operational activities and regularly evaluate the effectiveness in order to improve efficiencies, decrease costs, and enhance level of success., Assume full responsibility as manager-on-duty for the largest retail store in the Okanagan (140K square feet) for opening store, transferring cash from vault to registers, delegating job responsibilities, stepping in wherever management or assistance is needed, administering first-aid, maintaining security, closing the store, and ensuring perimeter lock-down., Appointed as Train-the-Trainer for 40 staff in 3 regional stores to train and engage Cashiers in the WARMTH approach: Welcome, Air Miles, Ronadvantage (credit card), M..., Thank the Customer, H...., Provide ongoing training, coaching and mentoring of new and existing staff in store standards and procedures to minimize shrink and maintain data integrity., Conduct new hire Orientation Program for 1 to 10 staff as back-up to Office Payroll Clerk., Facilitate Team Building/Training Meetings to provide an opportunity to review, discuss and address operational policies and procedures, resulting in a consistent and unified approach., Oversee that mandatory staff online training programs are completed by required dates, such as WHMIS, customer service, cashier and fraud training; review staff requests for optional courses.