Mark De Guzman
North York,ON
Summary
Dynamic team leader with expertise in designing training programs and developing SOPs. Proven ability to standardize operational processes and enhance customer relationships, driving performance improvements and team cohesion.
Overview
9
9
years of professional experience
Work History
Team Lead
Clutch Technologies
Markham, Ontario
05.2025 - Current
- Designed and co-authored the Retail Operations Handbook, serving as a centralized training and reference guide for Field Specialists and Team Leads across locations.
- Developed standardized SOPs and work instructions adopted across Inbound Retail Operations, including STC, Retail Operations, Tesla Ownership Transfer, Site Responsibilities, and Winter Operations.
- Built modular training materials (slides, job aids, talking points) to support onboarding and continuous skill development.
- Created a three-tier Field Specialist competency and assessment framework (Core Competency, Proficiency, Mastery) to measure readiness, progression, and knowledge retention.
- Designed a metrics and KPI tracking system to monitor performance, pacing, and execution quality.
- Developed a Train-the-Trainer style coaching model, supporting Team Leads and senior specialists in delivering consistent on-the-floor training.
- Created scalable new-location readiness checklists and organizational systems to support operational expansion.
- Launched a Production & Customer Day learning program, enabling cross-functional exposure and internal mobility.
- Led daily workforce scheduling, shift execution, coaching, and real-time issue escalation.
Sales Advisor
Tesla
Etobicoke, Ontario
11.2024 - 01.2025
- Driving Tesla's sales strategy, fostering client relationships, and consistently surpassing targets. Implementing innovative approaches to showcase electric vehicles.
- Optimizing sales processes, resulting in increased conversion rates. Collaborating with cross-functional teams to enhance customer experience, and boost sales performance.
Assistant Store Manager
Away Travel ULC
North York, Ontario
07.2020 - 11.2024
- Contributed to the development of Standard Operating Procedures (SOPs) for various aspects of the business, including inventory management, payroll, scheduling, budgeting, program incentives, B2B connections, and sales, and performance tracking.
- Played a key role in growing the brand's sole store into a $1 million business after its first year by implementing effective merchandising strategies, clienteling, enhancing customer interactions, and fostering strong team cohesion.
- Key role in establishing a retail store with a team retention rate of 1.5 years by enhancing team experiences, promoting professional growth, and fostering strong unity among staff.
- Demonstrated expertise in maintaining high inventory accuracy using ERP systems, consistently achieving over 95% accuracy over a span of four years.
- Oversaw the scheduling of approximately 20 team members, including standard work shifts and personal leave, while managing budgeted labor hours and payroll for the Canadian team.
- Proactively identify growth opportunities, developing strategies to expand B2B relationships, and enhance the store's market position within the travel retail sector.
Assistant Store Manager
Tommy Bahama
Vaughan, Ontario
01.2017 - 07.2020
- Led a team of 20, enhancing skills, and resolving conflicts for improved performance.
- Managed inventory strategies, optimizing stock levels to meet customer demand.
- Conducted audits, ensuring compliance, and implementing corrective measures.
- Developed sales strategies, boosted revenue, and increased store foot traffic.
- Led store operations, boosted sales, and enhanced customer satisfaction.
- Implemented efficient inventory management, resulting in reduced costs and improved profitability.
Education
Associate of Science - Biotechnology
Seneca College
Toronto, ON03-2013
Skills
- Designing training materials
- Standard operating procedures
- Team leadership
- KPI tracking systems
- Competency assessment
- Customer relationship management
- Training program design and architecture
- Instructional design and content development
- SOP & work instruction development
- Train the trainer enablement
- Onboarding and role-based training programs
- Competency and assessment frameworks
- Performance metrics and KPI design
- Operational process standardization
- Coaching and adult learning principles
Timeline
Team Lead
Clutch Technologies
05.2025 - Current
Sales Advisor
Tesla
11.2024 - 01.2025
Assistant Store Manager
Away Travel ULC
07.2020 - 11.2024
Assistant Store Manager
Tommy Bahama
01.2017 - 07.2020
Associate of Science - Biotechnology
Seneca College