OLIVIA JONES
Merchant Assistant
Barrie,ON
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
19
19
years of professional experience
Work History
Assistant Merchant - D28
Home Depot
06.2021 - Current
- Supports the merchant and cross functional team to ensure business strategies and goals are executed.
- Interacts with vendors and internal colleagues to achieve departmental goals.
- Help to mentor team members in best practices for merchandising techniques, fostering a culture of continuous learning and development within the department.
- Partners with cross-functional teams to develop and execute seasonal merchandising plans, achieving higher sell-through rates.
- Spearheaded new product launches by closely coordinating with buying teams, ensuring seamless integration into existing assortments.
- Works closely with Brand Advocate teams to ensure vendor compliance in store/online
- Assists Brand Advocates and vendors with store execution/promotions/events
- Increased customer satisfaction through careful monitoring of customer feedback and adjusting merchandise selection accordingly.
- Maximized profitability with thoughtful negotiation of vendor contracts and terms.
- Built solid relationships with teammates and business unit leaders.
- Participated in vendor meetings and trade show events to maintain industry knowledge and identify new partnership opportunities.
- Collaborated with store operations teams to ensure proper execution of merchandising plans and address any in-store product issues promptly.
- Collaborated with marketing teams to create impactful promotional campaigns, driving increased store traffic and sales conversions.
- Utilizes HD communication/social platforms to help support business needs (promotions, company wide communications, etc. (My Apron, Yammer)
Assistant Store Manager
Home Depot
9 2011 - 05.2021
- Provided excellent customer service by utilizing the racetrack, and by coaching associates and department supervisors to proactively use FIRST+1 principles
- Handled escalations and difficult customer issues with professionalism, ensuring customer satisfaction and associate support
- Built strong relationships with district partners, various store leaders, the call centre, delivery agents, merchants, SSC partners, vendors, etc
- Developed associates through coaching, recognition, reporting, performance management, and individualized development plans
- Partnered with human resources to identify and proactively solve contentious situations as they arose
- Participated in full cycle recruitment by conducting interviews, presenting offers, and supporting successful associate onboarding
- Drove store engagement through VOA, and active participation in store committees
- Lead a team of specialty department supervisors, ensured they had the support they required to build and maintain strong teams
- Collaborated with store and district leadership teams to develop sales driving strategies, grow profitability and create productivity utilizing tools available such as my store tools reports, playbooks, marketing plans, and plan-o-grams.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
Department Supervisor
Home Depot
02.2006 - 09.2011
- Provided guidance, advice and training to Customer Service Associates
- Ensured schedules met business needs, delegated work assignments, and provided on the floor coaching as required to build and maintain an effective team within the department
- Collaborated with associates across the store to create cross selling opportunities
- Completed invoicing and processed payments while arranging time allotment for at-home delivery
- Utilized myStoreTools and other Home Depot systems to retrieve information required to complete customer transactions
- Reported achievements, and future to district partners using reporting through store walks
- Maintained an organized filing system to ensure customer information was kept private and available when required
- Reviewed department inventory to ensure in stock levels, adjusted presentation minimums, and bought into high selling products
- Implemented Home Depot policies and procedures using change management principles.
Education
Dental Assisting
George Brown College
Toronto, ON 05.2001 -
Skills
Strong analytical skills
Supply Chain Coordination
Trends awareness
Pricing strategy
E-commerce understanding
Performance Tracking
Promotional planning
Brand Awareness
Customer Assistance/Service
Time Management
Problem-solving abilities
Strong Communication and Interpersonal Skills
Team Leadership
Creative Thinking
Reliable and Responsible
Teamwork and Collaboration
Accomplishments
- Played an instrumental role in increasing customer satisfaction ratings index from 72% to 78% within 1 year as Customer Service Manager.
- Successfully grew business by 11% combined for 2015 fiscal year and 2 year comp of 16%.
- Mentored, developed and successfully promoted 8 supervisors and 2 ASM's within 5 years.
- Achieved 50%+ comps within various challenged classes and had highest results within 10 GTA stores.
- Researched marketing for 10km radius from store and average incomes/project costs to estimate goals for fiscal year/quarters with SM.
- Rolled out new Specialty processes/policies for 10 Stores in District
- Recognized for Entrepreneurial Spirit with award within 2 Districts
References
Available Upon Request
Timeline
Assistant Merchant - D28
Home Depot
06.2021 - Current
Department Supervisor
Home Depot
02.2006 - 09.2011
Dental Assisting
George Brown College
05.2001 -
Assistant Store Manager
Home Depot
9 2011 - 05.2021
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