Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Awards
Generic

Katherine Lantz

Edmonton

Summary

Experienced retail management professional skilled in optimizing store operations and providing top-notch customer service. Proven track record of leading teams, adjusting to evolving business demands, boosting sales, and fostering a collaborative work environment to meet business objectives consistently. Strong problem-solving skills, a proactive mindset, and exceptional communication abilities. Eager to contribute to team success, tackle new challenges, and drive organizational goals with dedication and enthusiasm.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Assistant Store Manager

Goodwill Industries of Alberta
10.2022 - 07.2024
  • Assisted in supervising a staff of 85+ employees in an orderly and professional manner.
  • Assisted in performing all necessary personnel functions as determined by company policies and procedures including record keeping, scheduling, payroll management, monthly budget, disciplinary functions, evaluations, safe handling procedures and training.
  • Supervised daily store operations, ensuring optimal customer service, efficient workflow and maximum security and protection of donated merchandise.
  • Maintained accurate records of store sales, production and donations, as well as expenditures of supplies and utilities.
  • Spearheaded interviewing and hiring of new staff members and led them through onboarding of their assigned position.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Coached and empowered employees and volunteers with disabilities, to help them develop skills and find meaningful employment.
  • Analyzed inventory levels, implementing stock management practices to reduce waste.
  • Coordinated team schedules, optimizing staffing levels during peak hours, adjusting scheduling during slow times or when sales and donations are low.
  • Evaluated staff performance regularly, providing constructive feedback for continuous improvement.
  • Managed cash registers efficiently, ensuring accurate transactions, providing refunds and exchanges, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Analyzed sales data to identify trends and make informed decisions for improving overall store performance, in order to hit daily, monthly, and yearly targets and budgets.
  • Attended and participated in monthly meetings with the other store managers and board members to track sales, production, goals and strategize on how to achieve continuous growth and success.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Created and maintained a safe and secure work environment for employees.
  • Calmly and fairly resolved employee conflict or concerns- fostering a safe and trustworthy place for all team members.
  • Timely and accurate processed incident reports for HR, Safety, WC, and Loss Prevention, closing reports, production reports, employee logs and all other necessary reports.
  • Assisted in overseeing banking functions related to the store including making bank deposits, maintaining and ordering store change funds, keeping legible and accurate paperwork on all monetary transactions.
  • Responded to customer concerns, suggestions, and feedback to raise customer satisfaction and build strong relationships within the community.
  • Resolved escalating customer issues in a calm, professional, and effective manner- leading to improved customer satisfaction rates.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Maintained a calm and professional demeanor during a fast paced, ever-changing, working environment where conflicts arose frequently and and multi-tasking is imperative and required.
  • Assisted in performing and supervising housekeeping duties.
  • Reported and document safety hazards, potentially hazardous conditions, and unsafe practices and procedures so that they may be addressed appropriately throughout the organization.
  • Delegated tasks to lower level management (Supervisors and Leaders) when needed.
  • Actively helped out in any department (retail, production, donations) when needed in the event of being short staffed or during peak hours to keep the business running smoothly.

Operations Manager

Escape City
07.2015 - 01.2022
  • Management of Operations
  • Oversee 10-20 employees, provide leadership, and address employee relations as required.
  • Train and develop a team of employees dedicated to delivering quality customer service, and an exceptional customer experience.
  • Develop training materials as required.
  • Maintaining a corporate culture that is fun and focused.
  • Creating and updating weekly schedules to align with established staffing requirements.
  • Hour tracking, managing staffing costs, and budgets to ensure profitability.
  • Working with the social media coordinator to provide social content for Instagram, Facebook, and Twitter.
  • Managing the booking system, Resova.
  • Maintaining Escape City brand standards.
  • Customer Relations
  • Address and troubleshoot customer complaints or reviews in a professional manner.
  • Facility Maintenance
  • Ensure the facility is clean and maintained.
  • Troubleshoot and perform minor repairs as required.
  • Liaise with the regional manager on any major repairs or technology issues.
  • Ensure props are all in working order. Replace props if necessary.
  • Order and stock canteen.
  • Keep all inventory of alcohol, apparel, board games etc. Order more as needed.
  • Be the primary point of contact for the landlord and contractor repairs.
  • Managing Special Events
  • Responding to all email and phone inquiries within.
  • Ensure large group bookings such as corporate events, team building, team sports, and school groups are properly staffed.
  • Organizing catering when needed.
  • Reaching out to local businesses to drive large group bookings, such as corporate events and holiday parties.
  • Providing donations to local events and charities.

Administrative Assistant/ Office Manager

Chiropractic Clinic
01.2009 - 01.2017
  • Responsibilities and Competencies
  • Greeting patients & putting them in the proper treatment rooms
  • Making/returning telephone calls, booking appointments, managing patient flow.
  • Managing patient files and ensuring correct filing.
  • Coordinating day to day operations of the front desk while providing support to the chiropractor and massage therapist.
  • Excellent time management skills and the ability to perform expected tasks with minimal supervision.
  • Strong attention to detail.
  • Taking payments.
  • Direct billing to insurance companies and WCB.
  • Maintaining a clean and sanitized work environment, throughout the whole office.
  • Strong communication, multitasking, and prioritization skills.

Dining Room Server

Canterbury Foundation
09.2006 - 01.2014
  • Dining Room Preparation
  • Set tables according to seating plan and meal requirements.
  • Clear tables after each meal and lay fresh table linens as required.
  • Floor is free of debris, vacuumed and washed.
  • Place settings are set according to requirements (glass ware; tea/coffee cup; napkin; cutlery and preferred beverage).
  • Serving Meals
  • Prepare and serve resident beverages in accordance with resident's preference.
  • Take meal orders from residents at their table; place orders at servery; bring completed orders to residents.
  • Deliver and retrieve food trays to/from resident rooms when required.
  • Positive and patient interaction with seniors while attending to their individual needs.

Education

Bachelor of Arts (B.A.) - Psychology

Grant MacEwan University
Edmonton, AB
04.2018

Skills

  • Analytical problem-solving
  • Attention to detail
  • Active listener
  • Effective communicator
  • Time management
  • Multi-tasking
  • Customer service and engagement
  • Team leadership
  • Trustworthy
  • Hard working

Languages

English
Full Professional
French
Limited Working

Certification

  • Proserve
  • WHMIS Training
  • CPR/First Aid

Timeline

Assistant Store Manager

Goodwill Industries of Alberta
10.2022 - 07.2024

Operations Manager

Escape City
07.2015 - 01.2022

Administrative Assistant/ Office Manager

Chiropractic Clinic
01.2009 - 01.2017

Dining Room Server

Canterbury Foundation
09.2006 - 01.2014

Bachelor of Arts (B.A.) - Psychology

Grant MacEwan University

Awards

2003 Voice of the Future Award- Canadian Breast Cancer Association

Similar Profiles

CREATE PROFILE
Katherine Lantz