Sandra Sandy Laughlin
Mission,Canada
Summary
Highly personable Customer Service Professional with over fifteen years of experience in Store and Department management, claims and sales processing, and Customer Service within the retail industries.
Overview
23
23
years of professional experience
Work History
Merchandiser
Rainbow Greenhouses
Fraser Valley
03.2013 - 06.2013
- I work as a vendor for Rainbow Greenhouses and go to stores and condense, clean and help the stores with sales for their greenhouses. This is just a seasonal job and I have learned to work with others to make their garden centers bring the customers in and leave with knowledge and plants.
Customer Service
Panago Call Center
Abbotsford, Canada
04.2013 - 05.2013
- I answer the phones at the call center and give excellent customer service-taking customers orders with a friendly personality. Enjoy having people smile and pleased with the service they have received.
Owner/Operator
BCLC Lotto Booth
Walnut Grove, Canada
02.2010 - 07.2012
- I owned a booth at Save-on Foods in Walnut Grove from Feb 1/10 July 3/11 and then was moved onto a larger booth at the Seven Oaks booth in Abbotsford. During my time with Lottery I did weekly orders, Monthly cash flow sheets, schedules, and improve sales.
Store Manager
7-Eleven
Sardis, Canada
09.2008 - 01.2010
- I am running the Sardis 7-Eleven store in Sardis; I have a staff of 8. I look over all the aspects of the orders and making any changes that are needed, work with the vendors to improve the products that they bring into the store. Attend month management meetings and have open discussions on in store issues and helpful improvement tips.
- Schedule the staff for a 24 hour business
- Keep records of shortages in cash, merchandise, lotto tickets, per employee
- Placing orders, and assigning employees to departments, and viewing their progress
- Customer service, bank deposits, dealing with vendors
- Viewing daily sales and making the choice to delete low margin merchandize and bringing in higher margin merchandise and clearing out poor selling merchandise
- Inventory control and loss prevention
Store Manager
OUTDOOR DEPOT
Langley, Canada
03.2006 - 09.2008
- Started in the Abbotsford Outdoor Depot and managed a crew of 15 employees, Transferred to run the largest store in the company with a crew of 25.
- The Langley store had very low morale and the sales were one of the lowest in the company of five stores. Within a month I brought the moral of the staff up and we became the number 1 store for the next three months. I received many customer comments that I was the best thing that has happened in the store and many of these customers had stopped coming to the store. When word got around that the store was under new management, they gave the store another chance.
- I stayed under budget in my last store, three of the five months and the other two I broke even
- Increased employee knowledge by assisting with development and implementation of product-awareness program.
- Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
- Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
- Customer follow-ups, daily orders to the warehouse and Weekly recap reports to Home Office
- Trained new employees on handling cash, customer service, merchandising, and stocking
- Daily cash deposits, day end, and month end
- I had great communication with other stores, warehouse and home office
- Helped setting up new stores, or reorganizing already opened stores
- Received Store Manager of the Year award
Dept. Manager
WAL-MART
Duncan, Canada
05.1997 - 03.2006
- In the Duncan store I started off as a cashier, ran the layaway department and then became a Customer Service Manager within three months with Wal-Mart. After a few years I went to work in the fashion departments and learned about merchandizing clothing. The last eight years in Duncan I became a Department Manager in Jewelry, Sports, Seasonal, Pets and then Automotive, I also helped in Hardware and Toy departments when the managers were away. I started to travel and go to new Wal-marts to train new employees and set the stores up, I also hired new staff.
- I always had a high customer service level and many customer would ask for me
- I was on my way to becoming an assistant manager trainee before I left the company
Owner/Operator
GAME TOWN
Lake Cowichan, Canada
03.1995 - 03.1996
- I started my own business of video games rental and sales, the idea was to try before you buy. Another company in town offered me a deal to buy me out in March of 2006.
- Ran all aspects of a video store
Customer Service
PAYLESS FUEL/COLUMBIA FUELS
Duncan, Canada
03.1990 - 11.1994
- Took calls for oil and dispatched the calls for all of Vancouver Island (a 6 line phone system), inputted the oil deliveries and printed off the month end bills for customers. I opened and closed the office and many hours I was unsupervised. I took over the service department and had a staff of 5; I handled their work schedules and inputted their service jobs into the computer for billing and payroll.
- Making sure the inventory was correct monthly
- Bank deposits
- Expertise in resolving escalated customer service issues
Education
Office Administration -
Malaspina College
Duncan, BCLake Cowichan Senior Secondary -
Lake Cowichan, BCSkills
- Visual merchandising
- Inventory management
Highest Level Of Education
Secondary School
Qualifications Summary
- Highly personable Customer Service Professional with over fifteen years of experience in Store and Department management, claims and sales processing, and Customer Service within the retail industries.
- Talent for helping the customer with their choices.
- Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
- Track record of increasing the sales in the store.
- Expertise in resolving escalated customer service issues.
- Was headhunted by a company in 2006, was offered to be manager position in their new store.
- Received the top store in the company for three months of the five months in my new store and throughout the 2007 year-in my first store with the company.
- Received Store Manager of the year award in 2007.
- Offered to manage their larger store in 2008 and out of six stores, my team and I had top sales of the company most weeks.
- Opened a new store and during the 8 months in a new store as manager my team and I were always over in sale profits then what the expected from 2014-15.
- Restocker in 2015.
Personal Information
Total Experience: 20
Timeline
Customer Service
Panago Call Center
04.2013 - 05.2013
Merchandiser
Rainbow Greenhouses
03.2013 - 06.2013
Owner/Operator
BCLC Lotto Booth
02.2010 - 07.2012
Store Manager
7-Eleven
09.2008 - 01.2010
Store Manager
OUTDOOR DEPOT
03.2006 - 09.2008
Dept. Manager
WAL-MART
05.1997 - 03.2006
Owner/Operator
GAME TOWN
03.1995 - 03.1996
Customer Service
PAYLESS FUEL/COLUMBIA FUELS
03.1990 - 11.1994
Office Administration -
Malaspina College