Summary
Overview
Work History
Education
Skills
Timeline
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LAURA MULKERRINS

Vancouver,BC

Summary

Actively pursuing a dynamic career trajectory centered on customer engagement within SaaS industry. Customer service and leadership expert with a wealth of experience thriving in high-pressure settings. Proven ability to lead, train, and onboard teams in a District setting, driving exceptional customer experiences and consistent revenue growth. Skilled in resource coordination to meet business and customer demands, with a strong focus on sales and strategic planning. Recognized for outstanding interpersonal and communication skills.

Overview

7
7
years of professional experience

Work History

General Manager

Old Navy
Vancouver, BC
08.2024 - Current
  • Resolved customer complaints promptly while ensuring high service delivery standards.
  • Coordinated employee training activities to ensure compliance with company policies.
  • Developed operational strategies that improved efficiency, reduced costs, and maximized customer satisfaction.
  • Managed daily business operations encompassing budgeting, staffing, scheduling, inventory control, and customer service.

Store Manager

Tommy Bahama
Vancouver, Canada
05.2023 - 03.2024
  • Rejoined company at leadership's request to enhance operational effectiveness.
  • Onboarded and trained multiple new Store Managers across Canada.
  • Conducted store audits at various locations, ensuring compliance with company standards.
  • Trained and promoted internal employees to address hiring gaps, including own Store Manager role.
  • Declined promotion to District Manager of Canada due to relocation constraints.

District Manager

Acosta Mosaic
Vancouver, Canada
08.2022 - 05.2023
  • Strategized business operations and merchandising initiatives across 40 locations.
  • Prepared over 40 locations for audits by analyzing marketing and merchandising reports.
  • Cultivated strong rapport with associates and team leadership to enhance collaboration.
  • Planned training sessions to improve employee effectiveness and address weaknesses.
  • Conducted regular one-on-one meetings with 25 employees to review performance and align priorities.
  • Reviewed completed work to ensure consistency, quality, and adherence to standards.
  • Led a team of 25 across 40 Walmart locations and other client sites including Real Canadian Super Store and Shoppers Drug Mart.

Store Manager

Tommy Bahama
Vancouver, Canada
06.2018 - 08.2022
  • Monitored scheduling expenses to maintain monthly budget constraints.
  • Achieved profit increase of $500,000 in Q3 2021.
  • Controlled monthly operational costs to ensure positive financial outcomes.
  • Maximized sales and minimized shrinkage through superior customer service.
  • Reduced loss from 1.6% to 0.1% between 2019 and 2021.
  • Managed employees effectively in fast-paced environment through proactive communication.
  • Coached sales associates on product specifications and selling techniques, enhancing customer satisfaction ratings.
  • Performed statistical analyses to support operational and forecasting needs.

Education

CAPM

Project Management Institute
Online
10-2025

Conduct Wheel Loader -

Cailin Civil & Mining
WA
03.2024

White Card -

Paragon Corporate Training
WA
03.2024

Responsible Serving of Alcohol -

EOT
WA
03.2024

Introduction to CX Excellence -

CX University
Canada
11.2023

Managing And Mentoring -

Letterkenny
Donegal, Ireland
02.2017

Human Recourses -

The Open College
Dublin, Ireland
04.2014

Skills

  • Team leadership and management
  • Coaching and training
  • Relationship building and client engagement
  • Product management and development
  • Profitability maximization
  • Operational excellence
  • Strategic thinking
  • Attention to detail
  • Microsoft Office proficiency
  • Loss prevention strategies
  • Human resource management
  • P&L management
  • Physical fitness and adaptability
  • Resilience under pressure
  • Client relations
  • Analytical skills
  • Organizational restructure and change
  • Top talent recruiting, hiring, and retention
  • Schedule management
  • Customer retention
  • Multi-unit operation management

Timeline

General Manager

Old Navy
08.2024 - Current

Store Manager

Tommy Bahama
05.2023 - 03.2024

District Manager

Acosta Mosaic
08.2022 - 05.2023

Store Manager

Tommy Bahama
06.2018 - 08.2022

CAPM

Project Management Institute

Conduct Wheel Loader -

Cailin Civil & Mining

White Card -

Paragon Corporate Training

Responsible Serving of Alcohol -

EOT

Introduction to CX Excellence -

CX University

Managing And Mentoring -

Letterkenny

Human Recourses -

The Open College

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LAURA MULKERRINS