Mackenzie Lough
Winnipeg
Summary
Highly motivated and results-driven retail management professional with 4+ years of experience leading teams and cultivating exceptional customer relationships. Proven ability to drive sales growth and enhance customer loyalty through a proactive, client-focused approach. Possesses a strong track record of exceeding expectations and consistently going the extra mile to achieve company objectives. Adaptable and resilient, with a passion for fostering positive and productive work environments.
Overview
7
7
years of professional experience
Work History
Store Manager
Indigenous Nations Apparel Company
06.2023 - Current
- Daily Operations:
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees. Managing store opening and closing procedures, and cash control.
- Sales & Revenue Generation:
- Achieved revenue targets through effective sales techniques and upselling strategies.
- Customer Service & Client Relationship Management:
- Provided exceptional customer experiences, fostering client retention and positive interactions. Regularly attending conferences to represent the company, build client relationships and generate sales.
- Visual Merchandising & Product Display:
- Created compelling store presentations and optimized product displays to drive sales.
- Merchandising & Inventory Management:
- Managed product quantities, optimized stock control, and ensured efficient order fulfillment.
- Social Media Marketing:
- Developed and implemented social media strategies to increase brand visibility, drive traffic, and promote products.
- Team Management & Development:
- Led and motivated teams, fostering a positive and safe work environment, providing effective feedback, and promoting employee growth.
- Marketing Strategy & Promotional Planning:
- Conducted market research, analyzed trends, and developed promotional marketing plans based on market insights.
- Staff Recruitment & Training:
- Managed the hiring process and provided training to new employees.
- Problem Solving & Feedback Resolution:
- Effectively addressed customer feedback and resolved issues.
- Point of Sale (POS) Systems & Reporting:
- Implemented and utilized POS systems, analyzed sales data, and generated reports.
- Store Operations & SOP Development:
- Developed and implemented store and POS standard operating procedures.
Store Associate
Lush Handmade Cosmetics
11.2021 - 06.2023
- Customer Engagement & Sales:
- Greeted and assisted customers, providing personalized service and fostering a welcoming environment.
- Implemented company sales strategies and techniques to generate and maximize sales.
- Engaged with customers throughout their shopping journey offering expert product recommendations and assistance in locating merchandise.
- Conducted product demonstrations, enabling customers to experience product features and tailoring presentations to individual needs.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Operational Excellence:
- Processed cash, debit, and credit transactions accurately and efficiently using POS and MPOS systems.
- Utilized FIFO inventory management to ensure product freshness and minimize waste.
- Provided detailed product information, including usage, ingredients, and storage best practices.
- Maintained visual merchandising standards by cleaning and rearranging displays.
- Executed opening and closing procedures, including cleaning, restocking, and merchandising.
- Managed inventory through accurate store counts and order receiving.
- Fulfilled online orders accurately and promptly, ensuring high customer satisfaction with in-store pickups.
- Knowledge & Training:
- Maintained comprehensive knowledge of sales, promotions, and company policies.
- Participated in regular product knowledge and staff training to enhance skills and deliver exceptional customer experiences.
Client Specialist
Cash Money
12.2019 - 12.2020
- Financial Transaction Management:
- Processed a high volume of financial transactions, including payday loans, installment loans, cheque cashing, money orders, bill payments, and Western Union transfers.
- Executed accurate and efficient processing of returns, payments, account adjustments, and extensions.
- Adhered to strict cash handling procedures, ensuring accuracy and security.
- Customer Service & Communication:
- Provided comprehensive customer service by addressing inquiries and resolving concerns via in-person and over the phone.
- Proactively contacted customers regarding payment reminders and account updates.
- Maintained in depth product knowledge, and utilized that knowledge to meet sales goals.
- Compliance & Accuracy:
- Ensured compliance with PCI, WHMIS, and Western Union regulations through rigorous adherence to established training protocols.
- Conducted daily audits of paperwork, co-worker transactions, and customer files to maintain accuracy and identify discrepancies.
- Maintained a clean and organized work environment throughout the work day.
Supervisor
Bulk Barn
02.2018 - 12.2018
- Customer Service & Sales Leadership:
- Greeted and engaged customers, ensuring a positive and welcoming shopping experience.
- Provided expert product knowledge and answered customer inquiries, both in-person and via phone.
- Managed sales transactions, processing cash and credit card payments, as well as returns and exchanges.
- Successfully closed sales and executed end-of-day procedures, including cash reconciliation, sales data entry, and store security.
- Operational Management:
- Oversaw inventory management, including restocking shelves and organizing merchandise displays to maintain visual standards.
- Maintained a clean and organized store environment, ensuring shelves were clean and merchandise was properly displayed.
- Served as a key holder, responsible for opening and closing the store and ensuring security protocols were followed.
- Implemented loss prevention strategies by monitoring for security risks and theft, and adhering to established procedures.
- Team Leadership:
- Supervised and directed a team of 2-3 employees, providing guidance and support.
- Maintained comprehensive knowledge of store products, sales promotions, and company policies, ensuring consistent team adherence.
Education
High School Diploma -
Grant Park High School
Winnipeg, MB06-2018
Skills
- Customer Engagement
- Problem-solving
- Customer relations
- Multitasking and organization
- Team leadership and coaching
- Retail inventory management
- Recruitment and hiring
- POS systems
Timeline
Store Manager
Indigenous Nations Apparel Company
06.2023 - Current
Store Associate
Lush Handmade Cosmetics
11.2021 - 06.2023
Client Specialist
Cash Money
12.2019 - 12.2020
Supervisor
Bulk Barn
02.2018 - 12.2018
High School Diploma -
Grant Park High School
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