Summary
Overview
Work History
Education
Skills
Volunteer Experience
Languages
Hobbies
Timeline
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Keyanna Ritchie

Summary

Driven, organized, and passionate individual. Good interpersonal skills, an excellent team player and often looking for new challenges and developing new skills. Previously an experienced and results-oriented Store Manager with seven years of managerial experience in retail environments. Responsible for overall daily operations that include staff management, development, inventory management and customer service. Currently a committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice, and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with the best possible service. Hardworking employee enthusiastic about learning. Offering strong administrative, relationship-building and problem-solving aptitudes.

Overview

12
12
years of professional experience

Work History

Sr. Service Advisor

Tesla
04.2023 - Current
  • Working directly with Service Technicians, facilitating workload to each individual based on technician skill level and competencies.
  • Reviewing technician diagnosis and repairs, converting notes to customer facing notes that are easy for the customer to understand how we diagnosed their vehicle, steps took to resolve concern and how repairs were verified.
  • Collaborating with Service Manager to provide recognition and critical feedback to technicians.
  • Remotely diagnosing vehicles using Toolbox 3 to build work orders; reducing the amount of time technicians need to spend on site diagnosing vehicles.
  • Managing service scheduling tools to ensure accurate technician workload; also to ensure Tesla owners have repairs completed in an acceptable timeline.
  • Prepare work orders by describing symptoms, problems, causes, repairs, and services required while obtaining approvals and providing customer with accurate estimate time of completion.
  • Reviewing key metrics and sharing success and opportunities with the service team.
  • Co-pilot for the onboarding of new Service Advisors
  • Overseeing front of house Service Advisors, providing necessary training and coaching where needed to provide the highest level of Customer Service to Tesla owners.
  • Collaboration with 3rd Party Body Shops and Vendors, proving PO's in a timely manner.
  • AMVIC Licensed to sell and deliver vehicles

Tesla Advisor

Tesla
03.2022 - 04.2023
  • Engaged walk in guests promptly, personally and with the goal of opening the conversation and ensuring they feel welcome.
  • Actively contributed to the achievement of monthly sales and delivery targets by achieving and exceeding individual Sales and KPI targets by maintaining a healthy pipeline.
  • Prepare customer loan and DMV documents and collaborate with other employees to ensure successful delivery appointments.
  • In charge of delivering prestige vehicles (Model S/X)
    and creating a memorable delivery experience.
  • Manage expenses and execute keyholder responsibilities including opening/closing of store and conducting morning/evening huddles.
  • Leading the Tesla Advisor team, provided high level
    coaching, feedback and recognition.
  • Cross-Functional Leader between Sales, Service and Delivery; participating and sharing in leadership meetings on how to maintain the highest level of both customer and team experience.

Store Manager

Starbucks
08.2017 - 03.2022
  • Lead a team of 30 store partners to create the Starbucks Experience for all customers
  • Responsible for hiring, training, evaluating, developing, staffing, and scheduling partners
  • Managing the stores financial performance using P&L statements and key performance indicators
  • Drive the implementation of company programs by developing action plans and directly motivating the store team to implement them
  • Train new Assistant Managers and Store Managers
  • Developed 1 Partner to Assistant Store Manager
  • Developed 2 Partners to Store Manager
  • Leads Area initiative with Opportunity Youth and Refugee career placement
  • Running one of the highest volume locations in Western Canada.

Business Operations Manager

Old Navy (Gap Inc.)
10.2016 - 08.2017
  • Drive profitable sales growth through operational efficiencies and talent development of the store team
  • Creating effective schedules and ensuring the store is appropriately staffed
  • Responsible for hiring, training, evaluating, developing, staffing, and scheduling partners
  • Oversee the execution of company standard operating procedures, expense management and facilities management.

Store Manager

La Senza (LBrands)
06.2012 - 10.2016
  • Lead operational execution of the store to ensure exceptional customer experiences and drive profitable top-line sales growth
  • Drive personal and overall results by demonstrating and coaching to selling behaviors
  • Develop and train new Store Managers.

Education

High School Diploma -

Lord Beaverbrook High School
Calgary, AB

Skills

  • Business Analysis
  • Payroll
  • Loss Prevention
  • Scheduling
  • Inventory Management
  • Strategic Thinking
  • Time Management
  • Quality assurance
  • Multitasking capabilities
  • Cross-functional collaboration
  • Exceptional communication
  • Empathy and understanding
  • Technical knowledge
  • Conflict resolution
  • Training and development
  • Problem-solving abilities
  • Computer proficiency
  • Attention to detail

Volunteer Experience

Pawsitive Match - Feb 2015-Oct 2016

Animal Keeper


PALS- Pet Access League Society - Oct 2021 - Present

Volunteer providing Pet Therapy


Seasons Retirement Community - Sept 2023- Present

Volunteer providing Pet Therapy

Languages

English
Native or Bilingual

Hobbies

  • Strength Training
  • Yoga
  • Reading
  • Hiking
  • Camping
  • Photography


Timeline

Sr. Service Advisor

Tesla
04.2023 - Current

Tesla Advisor

Tesla
03.2022 - 04.2023

Store Manager

Starbucks
08.2017 - 03.2022

Business Operations Manager

Old Navy (Gap Inc.)
10.2016 - 08.2017

Store Manager

La Senza (LBrands)
06.2012 - 10.2016

High School Diploma -

Lord Beaverbrook High School

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Keyanna Ritchie