Norm Birch
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Back Parts Counter
Premier Truck Group
03.2019 - Current
- Recommended additional items to customers before completing orders and advising patrons of monetary totals.
- Contributed to inventory management, accurately tracking stock levels and ensuring availability of popular items.
- Participated in regular team meetings to discuss improvements in counting processes.
- Played key role in year-end inventory counts, contributing to accurate financial reporting.
- Supported loss prevention efforts by accurately tracking merchandise.
- Managed high volumes of incoming calls while maintaining attention to detail at the counter during busy periods.
- Increased customer satisfaction by providing efficient and friendly service at the counter.
- Mentored new team members on best practices for exceptional counter service, promoting a culture of continuous improvement.
Parts Clerk
Toromont Material Handling
05.2017 - 02.2019
- Managed day to day parts ordering, purchase orders, back order and logistics of rental fleet of Fork Lifts
- Kept parts stock organized and inputted parts into inter branch inventory with cross reference numbers
- Shipping and receiving of parts across Ontario to remote technicians
- Point of Sale operations.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Provided exceptional customer service by answering questions knowledgeably, providing timely updates on orders, and resolving any issues promptly.
- Coordinated with technicians to identify needed parts quickly, minimizing downtime for repairs or maintenance work.
- Processed purchase orders and invoices with accuracy, contributing to the overall efficiency of the department''s financial management.
- Facilitated the disposal of obsolete items following company guidelines, ensuring a clutter-free working environment.
Assistant Store Manager
Walmart Canada
02.2013 - 05.2017
- Manage day to day business development of the automotive, sports, hardware, toys and furniture departments as well as directing the operations of the tire and lube express
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Department Manager
Walmart Canada
05.2012 - 02.2013
- All department duties as an electronics manager, setting sales and scheduling plus setting and promoting new products and working with buyers to markdown deleted items
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
Service Writer
Walmart Canada
11.2009 - 05.2012
- Work along service manager and department manager, controlling inventory and workflow, scheduling as well as promoting all new services and products
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
Owner/Manager
Celtic Blood Cycle and Automotive/MGG Properties
11.2004 - 12.2010
- Managed a busy dealer alternative repair facility for motorcycles, recreational, and automobiles
- Also overseen management duties of property management of multi until commercial and residential properties
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
Service Manager
Jacox Harley-Davidson
04.1997 - 11.2004
- Worked along with owner, general manager, sales and parts managers to have new and previous customers experience the lifestyle of the Harley-Davidson family, overlooked work flow of new vehicles and returning customers so that the constant workload flowed easily
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Resolved customer complaints in professional and timely manner.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
Education
Interprovincial Red Seal Mechanic in Technology -
Ontario Apprentice Centennial College
Scarborough, ON01.1997
Certificate in Technology - Motorcycle And Powersports Technology
Fairview College
Fairview, AB03-1996
OSSD in Technology -
Centennial Secondary
Belleville, ON01.1995
Skills
- Multitasking Abilities
- Adaptability and Flexibility
- Operational Efficiency
- Problem-solving aptitude
- Self Motivation
Certification
- Ontario Security Guard License, 07/01/13, 07/01/17
- Ontario interprovincial mechanics
Personal Information
Relocation: Anywhere
Timeline
Back Parts Counter
Premier Truck Group
03.2019 - Current
Parts Clerk
Toromont Material Handling
05.2017 - 02.2019
Assistant Store Manager
Walmart Canada
02.2013 - 05.2017
Department Manager
Walmart Canada
05.2012 - 02.2013
Service Writer
Walmart Canada
11.2009 - 05.2012
Owner/Manager
Celtic Blood Cycle and Automotive/MGG Properties
11.2004 - 12.2010
Service Manager
Jacox Harley-Davidson
04.1997 - 11.2004
OSSD in Technology -
Centennial Secondary
Interprovincial Red Seal Mechanic in Technology -
Ontario Apprentice Centennial College
Certificate in Technology - Motorcycle And Powersports Technology
Fairview College
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