Maria Theresa Lorenzo-Ilaw
Port Coquitlam,BC
Summary
With a proven track record from the companies i have worked I excel in enhancing customer satisfaction and streamlining operations. My expertise in inventory management and my ability to foster team collaboration have significantly boosted sales and efficiency. Skilled in problem-solving and leadership, I consistently achieve and surpass performance targets, driving growth and operational excellence.
Overview
7
7
years of professional experience
Work History
Assistant Store Manager
Shoppers Drug Mart
02.2022 - Current
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
Support Manager
Walmart Canada
01.2021 - 02.2022
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Prepared employee schedules for maximum coverage during key hours.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Created, prepared, and delivered reports to various departments.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
- Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
Department Manager
Walmart Canada
10.2019 - 01.2021
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
- Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Enhanced team productivity by implementing streamlined workflow processes.
- Implemented customer feedback mechanisms, leading to significant improvements in product offerings and service quality.
Merchandiser
Walmart Canada
10.2018 - 10.2019
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
- Verified products appeared at correct locations in proper quantities.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Assisted customers in locating desired items or suggesting suitable alternatives when necessary, contributing to an elevated shopping experience.
- Trained new team members in merchandising best practices, ensuring a cohesive approach across the store.
- Boosted sales by implementing effective merchandising strategies and visually appealing displays.
- Maximized floor space utilization by rearranging fixtures according to changing business needs and customer traffic patterns.
- Contributed to a safe and welcoming shopping environment by adhering to store policies, addressing potential hazards, and maintaining clean, orderly merchandise displays.
- Reduced out-of-stock instances by conducting regular audits, adjusting inventory counts, and communicating discrepancies to management.
Personal Shopper
Save-On-Foods
10.2017 - 09.2018
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Worked productively with customers to meet order requirements and service expectations.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality.
- Mentored new Personal Shoppers by sharing industry knowledge and best practices, fostering a supportive team atmosphere that encouraged professional growth.
- Greeted clients entering store to provide welcoming environment and friendly customer service.
Education
Office Management - Business Administration And Management
EMITS Philippines
Philippines03.2002
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Retail operations
- Inventory control
- Store organization
- Time management
- Team building and leadership
- Customer service management
- Staff supervision
- Store operations
- Stock management
- operations
- Employee scheduling
- Hiring and training
- Pricing and markdowns
- Work Planning and Prioritization
- Display setup
- Loss prevention
- Relationship building and management
- Sales growth
- Issue resolution
- Staff scheduling
- Transaction processing
- Stock rotations
- Order management
- Inventory counting
- Strategic merchandising
- Records management
- Incident reports
- Assignment delegation
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
- Problem-solving
Languages
English
Professional Working
Timeline
Assistant Store Manager
Shoppers Drug Mart
02.2022 - Current
Support Manager
Walmart Canada
01.2021 - 02.2022
Department Manager
Walmart Canada
10.2019 - 01.2021
Merchandiser
Walmart Canada
10.2018 - 10.2019
Personal Shopper
Save-On-Foods
10.2017 - 09.2018
Office Management - Business Administration And Management
EMITS Philippines
Similar Profiles
Isabella Mc DonaldIsabella Mc Donald
Cashier at Shoppers Drug MartCashier at Shoppers Drug Mart
SARAH PELSHEASARAH PELSHEA
Pharmacy Assistant at Shoppers Drug MartPharmacy Assistant at Shoppers Drug Mart
Sarah PerciballiSarah Perciballi
Pharmacy Assistant at Shoppers Drug MartPharmacy Assistant at Shoppers Drug Mart
Evan CappuccioEvan Cappuccio
Cashier/Merchandiser at Shoppers Drug MartCashier/Merchandiser at Shoppers Drug Mart
Michael WeingandMichael Weingand
Warehouse Worker at Westcoast CylindersWarehouse Worker at Westcoast Cylinders