Katie Dorey
Toronto,ON
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
12
12
years of professional experience
Work History
Customer Experience Manager
Victoria's Secret & Victoria's Secret Pink
01.2024 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Developed new employees and on-going performance assessment of current employees.
- Analyzed sales trends to identify opportunities for upselling products, increasing revenue without sacrificing customer satisfaction.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- As of February 2025 I made a lateral move from Brands to Teams. This allowed me to focus even more on the customer and associate experience outside of visual merchandising.
Shop Manager
Smile Direct Club
06.2021 - 12.2023
- Maintained a clean, safe, and inviting shop environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed inventory control, helped with customer sign up for aligners, training and development of guides and managers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored and analyzed sales reports to identify opportunities for growth.
Assistant Store Leader of Operations and Visual
Kate Spade
07.2018 - 06.2021
- Assisted in daily operations, ensuring seamless store functioning.
- Improved team efficiency by streamlining communication processes.
- Organized special events that showcased new products, boosting brand awareness and sales performance.
- Adapted quickly to changing trends within the retail industry, embracing new methods when necessary while maintaining consistent results in sales performance metrics.
- Trained and mentored junior staff members on visual merchandising best practices, improving overall team performance.
- Developed strong working relationships with staff, fostering a positive work environment.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Visual Merchandising Manager
H&M
09.2013 - 07.2018
- Maintained strong knowledge of current fashion trends and consumer preferences, applying this insight to create visually appealing merchandise presentations.
- Managed merchandising standards and maintained consistency throughout all departments.
- Increased sales revenue by strategically placing high-demand products in visually prominent areas.
- Was involved in new store openings across Canada
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Diploma -
Ross Sheppard High School
Edmonton, AB06-2010
Skills
- Superior customer service
- Creative vision
- Training delivery
- Multitasking and organization
Languages
English
Native or Bilingual
Timeline
Customer Experience Manager
Victoria's Secret & Victoria's Secret Pink
01.2024 - Current
Shop Manager
Smile Direct Club
06.2021 - 12.2023
Assistant Store Leader of Operations and Visual
Kate Spade
07.2018 - 06.2021
Visual Merchandising Manager
H&M
09.2013 - 07.2018
Diploma -
Ross Sheppard High School