Lana Venn
Victoria,BC
Summary
Dynamic leader with a proven track record at Dollarama and Royal Bank of Canada, enhancing customer satisfaction and driving sales growth. Expert in customer relationship management and team leadership, achieving consistent sales increases. Skilled in leveraging adaptability and strategic decision-making to exceed business targets.
Overview
31
31
years of professional experience
Work History
Assistant Manager
Dollarama
10.2021 - 01.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Oversaw daily operations to maintain store cleanliness and organization.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Account Manger
Royal Bank of Canada, RBC
02.1994 - 10.2015
- Cultivated strong bonds with clients through outstanding customer service
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Leveraged industry knowledge to provide expert guidance on pricing, promotions, and product offerings for clients'' specific needs.
- Regularly updated sales forecasts based upon current pipeline status/anticipated deal closures, allowing for accurate resource allocation/planning within the organization
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Worked with customers to develop strategic business and account plans.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Set and achieved company defined sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Maintained current knowledge of evolving changes in marketplace
- Informed customers of promotions to increase sales productivity and volume.
Education
Belmont Secondary School
Langford,BCFinance
Institute of Canadian Bankers
Skills
- Money handling
- Team leadership
- Decision-making
- Customer relationship management (CRM)
- Sales growth
- Budgeting and finance
- Succession planning
- Team collaboration
- Adaptability and flexibility
- Product and service sales
- Customer service
Languages
English
Elementary
Timeline
Assistant Manager
Dollarama
10.2021 - 01.2025
Senior Account Manger
Royal Bank of Canada, RBC
02.1994 - 10.2015
Belmont Secondary School
Finance
Institute of Canadian Bankers
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