Shabrina Gallagher
Burnaby
Summary
Dedicated and detail-oriented professional with a robust background in customer service, office administration, scheduling, team leadership, and data entry. Proven experience in leading teams to surpass performance targets. Proficient in data entry and analysis, contributing to informed decision-making. Committed to maintaining high standards of work ethic, adaptability, and a customer-centric approach in any professional setting. Let's connect!
Overview
12
12
years of professional experience
Work History
Style Advisor
Aritzia
Vancouver
02.2022 - 01.2025
- Responsible for inbound calls, emails and live chat inquiries from new and existing customers, and retail locations
- Demonstrate a strong understanding of the products or services offered, and actively engage customers to drive sales
- Process transactions accurately and securely over the phone as per the company policy
- Identify opportunities to suggest additional products or services to enhance the customer's shopping experience
Business Management Lead
Aritzia
Vancouver
10.2022 - 07.2023
- Responsible for managing real time planning, monitoring, and tracking of the Concierge workforce so that it can fully be adjusted to the needs of the business
- Track and analyze metrics of inbound queues from Live Chats, Phones, and Emails white setting and achieving performance goals to enhance the overall customer experience as well as the employees'
- Identify opportunities for process improvement within the Concierge Department to enhance efficiency and effectiveness
- Be adaptable to varying tasks and responsibilities, including assisting in other teams of the Concierge department to ensure business goals are achieved daily
Seasonal Floor Manager
Aritzia
Vancouver
11.2020 - 12.2020
- Responsible for managing live channels as well as grading services done by sales associates
- Lead and inspire a team of customer service representatives to deliver exceptional service in line with the brand's values
- Handle escalated customer issues and complaints with professionalism, finding effective resolutions to ensure customer satisfaction
Style Associate at Concierge
Aritzia
Vancouver
05.2019 - 11.2020
- Responsible for inbound calls, emails and live chat inquiries from new and existing customers, and retail locations
- Demonstrate a strong understanding of the products or services offered, and actively engage customers to drive sales
- Process transactions accurately and securely over the phone as per the company policy
- Identify opportunities to suggest additional products or services to enhance the customer's shopping experience
- Maintain top 20% company-wide for sales, inquiries resolved per hour, and customer satisfaction
Boutique Associate
Aritzia
Vancouver
09.2018 - 05.2019
- Responsible for actively engaging with customers to promote and sell products, meet sales targets, and contribute to the overall store revenue
- Possess a thorough understanding of the products or services offered, including features, benefits, and specifications
- Process sales transactions accurately, handle cash, credit cards, and other forms of payment, and maintain a balanced cash drawer
- Operate the POS system efficiently to process transactions, returns, and exchanges
Customer Service Representative
Canada Drives
Vancouver
12.2017 - 07.2018
- Responsible for processing personal loan applications over phone, text and email
- Maintain industry professional training in phone sales, customer service, lead management and financial underwriting
- Implement and oversee quality in all submitted documents to maintain high standards of service and accuracy to attain approval from the Underwriting Team
Visual Merchandiser
Victoria's Secret
09.2016 - 12.2017
- Develop visually appealing and creative displays to showcase merchandise in-store, attracting and engaging customers
- Collaborate with store management to plan and execute the overall store layout, ensuring an aesthetically pleasing and customer-friendly environment
- Assist in managing inventory levels by coordinating with the sales and management teams to ensure products are displayed appropriately
- Execute regular changeovers and refreshes of displays to keep the store visually dynamic and encourage repeat visits
Senior Sales Associate
ZARA USA
Vancouver
04.2013 - 05.2015
- Responsible for maintaining the sales store environment, attending to customer requests, and cash handling for opening and closing of the registers
- Assist in training and mentoring junior sales associates, sharing product knowledge, sales techniques, and customer service best practices
- Collaborate with management to monitor and manage inventory levels, ensuring products are well-stocked and presented effectively
- Contribute to the development and implementation of sales strategies to drive revenue growth and meet or exceed sales goals
Education
Diploma - Global Fashion Marketing
Blanche Macdonald Centre
British Columbia01.2019
Diploma - International Business Management
British Columbia Institute of Technology
British Columbia01.2013
Skills
- Point of Sale (POS) Systems
- Microsoft Office Expertise
- Product Knowledge
- Customer Relationship Management
- Quality Assurance
- Information Security
- Paperwork Processing
- Live Channel Support (Phone/Email/Live CHat)
- Data Entry, Analysis, & Recordkeeping
- 60WPM Typing Speed
Languages
English
Native/ Bilingual
Indonesian
Native/ Bilingual
Timeline
Business Management Lead
Aritzia
10.2022 - 07.2023
Style Advisor
Aritzia
02.2022 - 01.2025
Seasonal Floor Manager
Aritzia
11.2020 - 12.2020
Style Associate at Concierge
Aritzia
05.2019 - 11.2020
Boutique Associate
Aritzia
09.2018 - 05.2019
Customer Service Representative
Canada Drives
12.2017 - 07.2018
Visual Merchandiser
Victoria's Secret
09.2016 - 12.2017
Senior Sales Associate
ZARA USA
04.2013 - 05.2015
Diploma - Global Fashion Marketing
Blanche Macdonald Centre
Diploma - International Business Management
British Columbia Institute of Technology