Nicole Gardiner
Guelph,Canada
Summary
Results-driven Store Manager with 20 years of experience in retail and customer service management. Experienced in cultivating client relationships and resolving daily customer complaints. Proven success in managing B2B accounts and leading teams to enhance operational efficiency and customer experience. Committed to streamlining processes and driving revenue growth through effective staff coaching and marketing strategies.
Overview
23
23
years of professional experience
1
1
Certification
Work History
B2B & B2C-Educator / Business Development Manager
Biophora Inc.
Ontario, Canada
05.2025 - Current
- Delivered comprehensive professional education and ongoing support to medical and aesthetic clients, enhancing client satisfaction.
- Cultivate trusted relationships with key decision-makers.
- Oversee account management and customer retention initiatives utilizing Salesforce CRM.
- Addressed customer inquiries and service requirements, consistently exceeding expectations and improving client retention.
- Mentored new educators, fostering professional growth and strengthening team capabilities.
- Attended professional development workshops and seminars to stay abreast of new trends in education.
B2B & B2C Retail Account Manager/National Trainer
Strauss Naturals Ltd.
12.2019 - 08.2024
- Established and directed the Education Department.
- Managed a portfolio of over 600 customer and key accounts.
- Managed retail accounts, enhancing customer satisfaction and loyalty.
- Facilitated support for B2B and B2C customers through comprehensive training and onboarding processes.
- Conducted regular training sessions for staff on product knowledge.
- Resolved over 50 customer complaints daily, boosting satisfaction by 65%.
- Developed strategic plans, improving product visibility and market reach.
- Analyzed sales data to identify trends and inform decision-making.
- Oversaw promotional campaigns, increasing brand awareness in stores.
- Conducted regular sales meetings to review performance and set goals.
- Generated leads for potential new business opportunities in the retail sector.
- Responded promptly to inquiries from retail customers regarding orders, products or services.
- Monitored inventory levels at stores to ensure adequate stock is available at all times.
- Ensured compliance with local laws and regulations related to retail operations.
- Assisted in the preparation of presentations for trade shows and industry events.
Business Owner / Operator
Balance Life Centre
London, Canada
01.2008 - 01.2024
- Founded and managed client-centric service business, enhancing customer experience.
- Fostered long-term client loyalty by delivering high-quality services.
- Directed scheduling, billing, and maintaining customer records to ensure efficient operations.
- Managed daily operations of wellness center and coordinated staff activities.
- Developed programs promoting physical and mental well-being for diverse clientele.
- Oversaw financial management, including budgeting and expense tracking for services.
- Trained and mentored staff in customer service and wellness techniques.
- Implemented marketing strategies to enhance community awareness of wellness offerings.
- Collaborated with local partners to expand service reach and client engagement.
- Ensured compliance with health regulations and safety standards at the center.
- Facilitated workshops and events to foster community involvement in health initiatives.
- Reviewed customer feedback and implemented changes to improve customer service.
- Maintained up-to-date knowledge of local laws regarding business licenses, permits, taxes.
- Evaluated financial data to make informed logistics decisions for company operations.
- Negotiated contracts with vendors and suppliers to reduce operating costs.
- Ensured that all safety protocols were followed in order to maintain a safe working environment.
- Monitored inventory levels, ordered supplies as needed, and maintained accurate records of purchases.
- Built strong vendor relationships by providing exceptional customer service throughout the supply chain process.
- Established relationships with banks and other funding sources to secure financing for operations.
- Interviewed, trained, and supervised employees.
- Managed operations budgeting, accounts payable, and accounts receivable and payroll.
- Analyzed financial statements and trends to manage cash flow and make business decisions.
- Resolved issues quickly through meticulous research and quick decision-making.
- Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Regional Sales Manager
Omega Alpha Pharmaceuticals Inc.
Southwestern Ontario, Canada
01.2013 - 12.2019
- Developed sales strategies for regional pharmaceutical markets.
- Led and coached a team of 5 sales representatives.
- Trained and mentored sales representatives to enhance performance.
- Administered 300+ B2B customer accounts to enhance client engagement and retention.
- Analyzed market trends to identify growth opportunities.
- Collaborated with marketing teams on promotional campaigns.
- Conducted product presentations for healthcare professionals and stakeholders.
- Implemented training programs to improve team knowledge of products.
Retail Department Manager Beauty Boutique
Shoppers Drug Mart
Woodstock, Canada
02.2017 - 02.2018
- Managed daily operations of retail department and ensured compliance with company policies.
- Trained and supervised team members on product knowledge and customer service techniques.
- Coordinated inventory management to maintain stock levels and minimize shrinkage.
- Resolved customer inquiries and complaints to maintain high satisfaction levels.
- Facilitated communication between departments to ensure seamless operations and service delivery.
- Managed day-to-day operations including cash handling procedures, merchandising displays and staff assignments.
- Provided training on product knowledge, POS systems operation and customer service techniques.
- Monitored store operations for compliance with safety regulations, health codes and security standards.
- Resolved customer complaints in a timely manner, documented issues in the CRM system.
- Ensured accuracy of all financial transactions including cash deposits, refunds and exchanges and gift card redemption.
- Reviewed weekly sales reports to identify improvement opportunities that enhanced profit margins.
- Assisted customers with selecting appropriate products based on their individual needs or preferences.
- Inspected merchandise regularly for quality control purposes prior to stocking shelves or racks.
- Conducted performance reviews, provided feedback and coached employees on ways to improve their skills.
- Created employee schedules that complied with labor laws and optimized productivity.
- Maintained accurate inventory records, monitored stock levels and placed orders as necessary.
- Collaborated with corporate headquarters on special projects related to store promotions or advertising initiatives.
- Organized promotional events, managed vendor relationships, and tracked results to ensure adherence to budget goals.
- Evaluated employee performance metrics such as average ticket size or total units sold per hour.
- Established relationships with key vendors to negotiate pricing discounts for merchandise purchases.
- Recruited qualified candidates for open positions within the department by conducting interviews or job fairs.
- Supervised a team of 15 retail associates, providing leadership and guidance while ensuring adherence to company policies.
- Implemented strategies designed to reduce shrinkage rates through improved loss prevention efforts.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Mediated employee conflicts and facilitated resolutions to maintain a positive work environment.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Implemented quality control measures to uphold company standards.
- Compiled detailed reports on project activities to support management decisions.
Retail Sales Store Manager
General Nutrition Centre
St Thomas, Canada
01.2003 - 04.2010
- Managed daily store operations, ensuring smooth workflow and customer satisfaction.
- Supervised staff schedules, optimizing coverage for peak service times.
- Trained new employees on product knowledge and customer service techniques.
- Coordinated inventory management to ensure optimal stock levels and visually appealing product displays.
- Implemented promotional plans that increased store visibility and maximized sales potential.
- Conducted regular staff meetings to communicate updates and address concerns.
- Developed relationships with customers, fostering loyalty and repeat business.
- Enforced company policies and procedures to maintain a safe shopping environment.
- Conducted recruitment and training of new employees to ensure proper onboarding.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Managed cash balancing and reconciled daily sales to ensure accurate financial records.
- Resolved customer complaints in a timely manner.
- Managed daily banking activities such as deposits and withdrawals.
- Prepared monthly reports on sales figures, expenses, profits.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Ensured compliance with safety regulations and company policies.
- Updated POS system with new products and promotional offers.
- Facilitated team goal achievement and resolved issues by sharing and applying customer service best practices.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Business Analyst -
Coursera
02.2026
Management & Team Lead training - Leadership training
Coursera
02.2026
Certified Holistic Practitioner - Nutrition
AMCC
Montreal, QC, Canada04.2016
Certified Advanced Aesthetician & Reflexologist - Aesthetics
Gina's School of Aesthetics
Waterloo, ON03.1990
Skills
- Customer Education
- Training
- Instructional Strategies
- Salesforce
- CRM Systems
- SaaS Platforms
- Account Management
- Customer Retention
- Customer Service
- Client Experience
- POS Systems
- Digital Learning Tools
- Issue Resolution
- Escalation Management
- Cross-Functional Collaboration
- Team leadership
- Clear communication
- Conflict resolution
- Time management
- Multitasker
- Efficient
- Organized
- Detail-oriented
- Customer-focused
- Calm under pressure
- Problem-solver
- Problem-solving
- Empathetic
- Compassionate
- Emotional intelligence
- Motivational Techniques
- Peer mentoring
- Peer evaluation
- Leadership development
- Empathy
- Problem-solving
- Emotional intelligence
Certification
- Business Analyst
- Leadership and Management
- Certified Holistic Practitioner
- Certified Advanced Aesthetician & Reflexologist
Languages
- English, Native
- French, Advanced
Accomplishments
Entrepreneurial Award
Timeline
B2B & B2C-Educator / Business Development Manager
Biophora Inc.
05.2025 - Current
B2B & B2C Retail Account Manager/National Trainer
Strauss Naturals Ltd.
12.2019 - 08.2024
Retail Department Manager Beauty Boutique
Shoppers Drug Mart
02.2017 - 02.2018
Regional Sales Manager
Omega Alpha Pharmaceuticals Inc.
01.2013 - 12.2019
Business Owner / Operator
Balance Life Centre
01.2008 - 01.2024
Retail Sales Store Manager
General Nutrition Centre
01.2003 - 04.2010
Business Analyst -
Coursera
Management & Team Lead training - Leadership training
Coursera
Certified Holistic Practitioner - Nutrition
AMCC
Certified Advanced Aesthetician & Reflexologist - Aesthetics
Gina's School of Aesthetics