Mandy Bains
Kitchener,ON
Summary
Results-driven and highly organized professional with extensive experience in project management and team leadership. Dedicated specialist with a proven track record of supporting co-op placements for aspiring students and newcomers seeking invaluable exposure to the dynamic realms of retail and fashion industries. Committed to fostering an environment that empowers individuals to achieve their goals and pursue rewarding career paths. Adept at cultivating strong client relationships and collaborating with cross-functional teams to achieve shared objectives. Seeking an opportunity to leverage these skills and expertise to contribute to the success of a dynamic organization.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
Faire
Kitchener, ON
01.2022 - Current
- Led a high-performing and customer-centric support team, ensuring the team consistently provided exceptional and personalized service to clients via email and chat based support.
- Worked closely with Customer Experience leadership to align operating processes and team performance with organizational goals.
- Partnered with CX manager for day-to-day operations of the front-line support team, including scheduling, training and one-on-ones.
- Implemented data analytics to establish clear goals and objectives for individuals and the team, driving accountability and achieving key performance metrics.
- Successfully improved client satisfaction ratings from 88% to 95% in less than 6 months through focused efforts on service excellence and continuous improvement initiatives.
Store Manager
Hennes & Maurtiz (H&M)
Toronto, ON
11.2011 - 12.2022
- Led and motivated a team of 6 commercial and operational managers and 40 associates, reporting directly to Regional Senior Management.
- Analyzed key performance indicators (KPIs) on a weekly and daily basis, enabling impactful decision-making and ensuring the store operated efficiently and profitably.
- Controlled sales per hour (SPH) to align with the store's budget and plan, successfully driving store efficiency and profitability.
- Managed profit and loss (P&L) performance, delivering valuable insights for monthly and quarterly sales, labor planning, and expense control, resulting in a 3-7% year-over-year cost reduction.
- Collaborated with the corporate merchandising team to optimize inventory levels, improve product flow, and allocate high-performing products effectively, leading to sales increases ranging from 10-15% between 2015 and 2019.
- Accountable for recruitment, onboarding, training, and development of 40+ staff, implementing succession goals to foster internal growth and enhancing training programs for better cohesiveness.
- Cultivated strong partnerships with educational institutions to facilitate successful co-op placements for students. Contributed to the growth and development of students' careers by offering a clear path to future employment within the organization.
- Delegated tasks and responsibilities, ensuring follow-up on action items, floor directives, and company initiatives, while ensuring timely execution with a sense of urgency.
- Focused on operational excellence by continuously monitoring best practices and leading new ideas for operational changes to enhance store performance.
- Successfully executed both independent and team-led projects, including directing special projects and facilitating new store openings and events.
- Developed over 5 managers into Store Manager positions through effective succession planning and promoted more than 20 part-time employees to management/supervisor roles.
- Practical experience also includes working closely with newcomers to Canada and new Canadians, demonstrating a keen understanding of cultural diversity. I have successfully fostered an inclusive environment that respects and celebrates different cultural backgrounds, ensuring a welcoming atmosphere for individuals.
- Achieved a -5.6% staff turnover in 2020 compared to 2019, while retaining 81% of employees within 0-6 months of employment.
- Supported an overview of all Employee Relations responsibilities in the store, resulting in a 92% great place to work rating in 2018 and 95% in the People Engagement Pulse survey in 2019.
Education
Bachelor of Arts - Business Management
De Montfort University
United Kingdom07.2009
Skills
- Exceptional leadership and communication skills
- Strong problem-solving and organizational abilities
- Conflict resolution and critical thinking capabilities
- Demonstrated diplomacy, tact, and professionalism
- Proficient in handling fast-paced environments
- Excellent client service skills and sensitivity to diverse client bases
Languages
Punjabi
Native/ Bilingual
English
Native/ Bilingual
Timeline
Customer Experience Specialist
Faire
01.2022 - Current
Store Manager
Hennes & Maurtiz (H&M)
11.2011 - 12.2022
Bachelor of Arts - Business Management
De Montfort University
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