Michelle McIntosh
Calgary,AB
Summary
Dynamic manager with extensive experience at Toys"R"Us, excelling in team leadership and customer service. Proven track record in staff training and development, enhancing team performance and achieving sales goals. Skilled in operations management and shift scheduling, fostering a collaborative environment that prioritizes customer satisfaction and operational efficiency.
Overview
19
19
years of professional experience
Work History
Manager
Toys"R"Us
Calgary, AB
09.2019 - 01.2026
- Provide direction and feedback to team members
- Develop and guide team members to achieve their potential
- Encourage others to problem solve
- Recognize successes, opportunities and challenges and look for ways to improve performance
- Support others to respond effectively to change
- Role model a customer-first mindset.
- Hold team members accountable to meet or exceed Company standards and goals. Take ownership for achieving team goals
- Plan, prioritize and direct team member time effectively. Instill a sense of urgency. Delegate tasks and follow up
- Seek new ways to anticipate customer and/or team member needs
- Build trusting, inclusive relationships. Get to know individual team members, their skills, and motivations
- Manage customer service issues and requests effectively and efficiently
- Apply teamwork and customer service behaviors and have fun at work to energize others
- Partner with the management team to achieve budgeted sales and payroll
- Complete Performance Reviews for all team members in area of responsibility
- Support team member recruitment, onboarding, and developmen, product knowledge, compliance, and all job-related training
- Lead organized, action-oriented pre-shift meetings that facilitate participation
- Manage all daily edits, timesheets, and authorizations
- Ensure compliance to Health & Safety, Human Resources and Loss Prevention regulations, policies, and procedures
- Complete other duties as required to ensure the store runs smoothly, efficiently and to expected standards
- Manages and is responsible for all accounting/cash reconciliation procedures, including daily cash reconciliation money counting, petty cash management, and safe management
- Creation of weekly schedule for team members
- Partner with the Store Manager daily to manage the budgeted payroll from a labour/hour allocation and to monitor and manage shrink
- Responsible for supporting all Order Management System (OMS) functions in an efficient and timely manner to ensure customer satisfaction (e.g., In Store Pickup, Ship from Store) and tracking OMS productivity and metrics /results using available reports
- Responsible for the efficient and effective operation of all fulfillment processes, including executing all fulfillment metric targets, e.g., inventory, shipping times.
- Provide the resources and working conditions for the Fulfillment team to process orders, quickly,
- professionally and accurately, so that customers have a positive and lasting impression of their experience.
- Implement and improve fulfillment procedures within the store to achieve higher efficiencies.
- Partner with the Store Manager daily to review fulfillment metrics.
- Tracking fulfillment productivity results, accuracy and metrics using available reports.
- Control all merchandise from fulfillment that is being allocated for Ship from Store and In-Store Pick Up
- Review all available reports to identify continued efficiency opportunities for the Fulfillment Centre team and create action plans.
- Manage inventory levels for fulfillment supplies
Supervisor
Toys"R"Us
Calgary, AB
09.2006 - 09.2019
- Communicated sales goals and individual responsibilities to team members. Supported team members in achieving individual and team objectives. Held team members accountable for their performance.
- Oversaw daily sales activities, providing strategic feedback and direction to enhance team performance.
- Promoted customer-first mindset among team members. Utilized daily insights and feedback to enhance service delivery. Aimed to provide exceptional customer experiences.
- Oversaw and optimized all order management system (OMS) functions to enhance operational efficiency.
- Oversaw efficient and effective execution of all fulfillment processes, ensuring adherence to operational standards.
- Facilitated resource allocation and optimized working conditions for fulfillment team to enhance order processing efficiency.
- Ensured professional and accurate service delivery to foster positive customer experiences.
- Optimized fulfillment procedures within store operations to enhance efficiency.
- Collaborated with store manager daily to analyze fulfillment metrics.
- Monitored fulfillment productivity, ensuring accuracy and metrics through comprehensive report analysis.
- Oversaw merchandise control for fulfillment, ensuring accurate allocation for ship-from-store and in-store pickup processes.
- Analyzed available reports to identify ongoing efficiency opportunities for fulfillment center operations.
- Oversaw inventory management for fulfillment supplies to ensure operational efficiency.
- Executed well-designed in-store corporate and community events to enhance brand awareness.
- Facilitated impactful coaching conversations with team members, focusing on performance check-ins to uphold performance standards.
- Oversaw floor stocking and merchandising to align with company standards.
- Oversaw store readiness for all promotional flyers and marketing initiatives.
- Demonstrated unwavering commitment to compliance with health and safety, human resources, and loss prevention regulations, policies, and procedures.
- Enforced accountability among team members to ensure adherence to company policies and procedures.
- Facilitated ongoing training initiatives to enhance store management effectiveness.
- Facilitated recruitment processes by conducting pre-screens and interviews for team member selection.
- Oversaw review and updates of breakroom communication board to ensure accurate information dissemination.
- 1. Executed store opening and closing operations by adhering to established procedures and checklists.
- Executed all relevant duties to ensure seamless and efficient store operations.
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Staff management
- Operations management
- Shift scheduling
Timeline
Manager
Toys"R"Us
09.2019 - 01.2026
Supervisor
Toys"R"Us
09.2006 - 09.2019