Kerry-Ann Mercury
Etobicoke,ON
Summary
Store Manager -
Profile: Performance-driven and knowledgeable, with a track record of driving business profits by skillfully overseeing all aspects of retail operations and ensuring skilled and motivated sales representatives.
Adept in sales management, banking, inventory management, merchandising, staff recruitment, training, supervision, and opening and closing procedures.
Proven ability to motivate and lead individuals and teams to achieve excellence; well-recognized for producing top-performing, sales-savvy, customer-service-oriented teams. Organized and detail-oriented, with excellent planning and time management skills; delivers high quality while strategically managing fast-paced demands and shifting priorities under high pressure.
Strong administrative skills and technical proficiency, overseeing multiple tasks, and managing employees successfully.
Hardworking professional, committed to providing outstanding customer service and assistance.
Overview
19
19
years of professional experience
Work History
Operations Project Manager
Old Navy
Mississauga, ON
11.2024 - Current
- Coordinated logistics for large-scale operations projects, ensuring timely procurement of resources and smooth transitions between phases.
- Improved customer satisfaction by addressing concerns promptly and implementing feedback-driven improvements.
- Enhanced communication between departments to facilitate seamless project handovers and minimize delays.
- Streamlined operational processes by identifying inefficiencies and implementing effective solutions.
- Managed cross-functional teams, fostering collaboration and ensuring timely project delivery.
- Monitored project progress closely, adjusting strategies as needed to ensure all objectives were met within deadlines.
- Collaborated with upper management on strategic initiatives, aligning operations projects with overall business goals.
- Planned, designed, and scheduled phases for large projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Reported regularly to managers on project budget, progress, and technical problems.
Store Manager
YMINC- Urban Behavior
Etobicoke, ON
02.2023 - 11.2024
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assistant Manager of Operations
YMINC- Urban Behaviour
Bramalea City Centre
01.2023 - 11.2024
- Taught employees how to collaborate on daily job tasks, and achieve service targets.
- Coordinated with the General Manager on different operational issues and promotional activities.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Communicated with customers to assess satisfaction with the products and services received.
- Monitored employee productivity, and optimized procedures to reduce costs.
- Supervised the operations team to support operational excellence and excellent customer service.
- Stayed up to date with industry trends and best practices to improve skills and organizational operations.
- Developed and maintained operational guidelines for staff.
- Assisted in recruiting, hiring, and training team members.
- Handled problematic customers and clients to assist lower-level employees, and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage, and drive-offs.
- Reported issues to higher management with great detail.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing, and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increased revenue, and effectively targeted new markets.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Certified Dental Assistant/ Treatment Coordinator
WoodbineFamilyDental
Etobicoke, ON
07.2022 - 02.2023
- Explained treatment procedures and instructed patients on home care guidelines.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Sterilized rooms and prepped equipment and instruments for many procedures daily.
- Assisted dentist in management of medical or dental emergencies with prompt patient scheduling and surgical support.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Took dental images following strict patient protection rules by mentioning risks during pregnancy.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Educated patients by giving oral hygiene, plaque control, and postoperative instructions.
- Booked patient appointments and managed treatment details using MS Excel and industry-standard registration software.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Prepared patient x-rays and images for dentist review.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Supported dentists during procedures, assisting dental fillings, permanent, and temporary crowns and sealants.
Co- Store Manager
Urban Planet
Mississauga, ON
12.2018 - 01.2023
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Completed point of sale opening and closing procedures.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained new employees on proper protocols and customer service standards.
- Reported issues to higher management with great detail.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed inventory control, cash control, and store opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Developed and implemented successful staff incentive programs to motivate employees.
- Assisted in recruiting, hiring and training of team members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Approved regular payroll submissions for employees.
- Supervised guests at front counter, answering questions regarding products.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Interacted well with customers to build connections and nurture relationships.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Store Manager
Plato's Closet
08.2016 - 11.2017
- Expertly oversaw all aspects of retail operations to ensure maximum profitability, and received recognition for bringing an innovative leadership style and developing strong-performing teams.
- Exercised responsibility for recruiting, training, and developing team members; provided coaching on all aspects of performance, including customer service, sales, store policies and procedures, merchandising, etc.
- Delivered exceptional support to customers.
- Handled operational and administrative duties, including banking, record keeping, inventory management, etc.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Conducted market research to better understand local consumer base, tailoring store offerings to meet their needs.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Store Manager
Once Upon a Child
06.2015 - 08.2016
- Performed all store manager duties for a busy, fast-paced retail environment offering gently used goods, goods purchasing, and trade opportunities
- Promoted exceptional sales performance and customer satisfaction by leading a team of service and sales savvy representatives and ensuring that all customers received exceptional quality support
- Leveraged strong negotiation and problem-solving skills to maximize revenue and maintain a loyal client base
- Identified and strategically responded to opportunities for services
Store Manager
Kind Exchange
01.2015 - 06.2016
- Coordinated and managed all day-to-day activities for the store, including scheduling and supervising employees
- Strategically ensured attainment of financial and business objectives; exercised responsibility for preparing an annual budget, scheduling expenditures, monitoring performance, analyzing any variances, and initiating corrective actions
- Developed a strong understanding of customer needs and incorporated this information into business planning and day-to-day operations; established strong rapport with customers to develop a clear understanding of service desires
- Fostered strong relationships with staff and provided ongoing training, coaching, monitoring, and counselling of staff and provided regular informal appraisals/feedback and period formal appraisals to maximize performance
- Ensured optimal merchandising by maintaining strong inventory management standards and forecasting demands; exercised responsibility for evaluating and approving business contracts to ensure that all business needs were met
- Formulated pricing policies to maximize revenue; studied sales trends, reviewed merchandising activities, and determined strategies to maximize sales; authorized promotions and clearance sales, where appropriate
Shift Leader, Assistant Manager, & Sales Cashier
Urban Behaviour
01.2013 - 01.2015
- Trusted to supervised staff to ensured that all work was completed and that all service standards were upheld
- Exercised responsibility for the opening and closing of the store to ensure optimal preparedness
- Performed money counts with cashiers and investigated any discrepancies of cash drawers
- Prepared bank deposits and corresponding paperwork; demonstrated strong attention to detail to ensure accuracy
- Delivered world-class service to all customers; interacted with all customers in a friendly manner, successfully marketed products, and seamlessly resolved customer complaints
- Analysed and resolved a range of work problems; assisted employees in solving problems and developed strategies to prevent reoccurrence of avoidable issues
- Trusted to ensure diligent adherence with all company policies and health and safety guidelines
Sales Representative & Merchandiser
Guess Canada
01.2006 - 01.2009
- Expertly promoted products, and maximized sales, by focusing on features and benefits in alignment with customers' needs, and utilizing proven sales strategies and techniques.
- Ensured each area of the store is stocked, rotated, clean, and looking its best.
- Managed stock availability from suppliers to the store.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced customer shopping experience with meticulous attention to product placement and accessibility.
- Optimized visual merchandising to create compelling product presentations that attracted and retained customers.
- Boosted sales through effective collaboration with marketing team on promotional displays.
- Collaborated with store managers to determine best placement for merchandise displays.
- Organized store merchandise racks by size, style, and color.
- Developed merchandising strategy to efficiently move overstock.
- Used props and lighting to enhance appearance and visibility of displays.
- Monitored store traffic and customer engagement to determine display effectiveness.
- Engaged with customers to gather feedback on product selection and store layout, incorporating insights into merchandising decisions.
Education
Aesthetic Certificate - Aesthetic - Skin/Nails
Everest College
Mississauga, ON06.2011
Hairstylist Certificate - Hair
Marca College
Mississauga, ON09.2012
CDA 1 - Dental Assistant- ChairSide Manner
Everest College
Toronto, ON02.2015
Skills
- Retail management
- Staff training and supervision
- Sales strategies
- Sales forecasting
- Leadership and team building
- Strategic problem solving
- Team collaboration
- Emergency dental care
- Restorative dentistry
- Treatment room preparation
- Electronic charting
- Strong writing and verbal skills
- X-ray processing
- Chairside assistance
- Oral health care
- Surgical extractions
- Complex problem-solving
- Sterilization techniques
- Dental office administration
- Insurance billing
- Critical thinking
- Postoperative care instructions
- Manage schedules
- Patient feedback surveys
- Oral hygiene techniques
- Taking medical and dental histories
- Patient care standards
- Payment collection
- Medical charting
- Health and safety practices
- Restorative materials
- Operational efficiency
- Scheduling and planning
- Business analysis
- Team collaboration
- Customer relations
- Work flow planning
- Staff management
Languages
English
Full Professional
Timeline
Operations Project Manager
Old Navy
11.2024 - Current
Store Manager
YMINC- Urban Behavior
02.2023 - 11.2024
Assistant Manager of Operations
YMINC- Urban Behaviour
01.2023 - 11.2024
Certified Dental Assistant/ Treatment Coordinator
WoodbineFamilyDental
07.2022 - 02.2023
Co- Store Manager
Urban Planet
12.2018 - 01.2023
Store Manager
Plato's Closet
08.2016 - 11.2017
Store Manager
Once Upon a Child
06.2015 - 08.2016
Store Manager
Kind Exchange
01.2015 - 06.2016
Shift Leader, Assistant Manager, & Sales Cashier
Urban Behaviour
01.2013 - 01.2015
Sales Representative & Merchandiser
Guess Canada
01.2006 - 01.2009
CDA 1 - Dental Assistant- ChairSide Manner
Everest College
Aesthetic Certificate - Aesthetic - Skin/Nails
Everest College
Hairstylist Certificate - Hair
Marca College