Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shann Augustine

Scarborough,Canada

Summary

Results-driven Department Manager with 3 years of experience delivering exceptional customer service in a fast-paced retail environment. Highly skilled in effectively managing routine needs and successfully overcoming challenges. Led the department to achieve the top market position with an e-comm NPS goal attainment of 120%. Graduated with High Honors in Business from Seneca College and obtained an Advanced Diploma in Business Administration - Management with a GPA of 3.91.

Overview

4
4
years of professional experience
1
1
Certification

Work History

E-Commerce Store Operations Department Manager

Walmart
Scarborough
01.2024 - Current
  • Consistently exceeded weekly metrics and spearheaded store's market-leading performance.
  • Formulated effective approaches to meet customer service goals and drive a 4% improvement in metrics within the store renovation timeframe.
  • Led and managed a team of 30 employees in the Department, ensuring that all tasks are completed efficiently and on time.

OMNI Department Manager

Walmart
Scarborough
09.2022 - 01.2024
  • Provided leadership, insight, and mentoring to newly hired employees to share knowledge of various company programs.
  • Optimized staff scheduling, maintaining operational efficiency within budget constraints.
  • Conducted regular performance reviews to monitor progress of individual employees.

Customer Experience Salesfloor Associate

Walmart
Scarborough
12.2021 - 09.2022
  • Was named Employee of the Month and was nominated for the Shining Star of the Year
  • Ensured financial accuracy by meticulously processing transactions and balancing drawers
  • Conducted customer surveys and utilized customer feedback to uncover customer needs and preferences, resulting in improved customer experience.

Peer Mentor

Seneca College
North York
01.2022 - 04.2022
  • Provided comprehensive orientation support to students, and offered insights into Seneca life and culture
  • Offered personalized mentoring to students, guided them on their future goals and aided them as they grew accustomed to student life at Seneca
  • Facilitated weekly group sessions that supported mentees in developing self-awareness, self-management, and self-advocacy skills.

OMNI Customer Experience Associate

Walmart
Scarborough
03.2021 - 12.2021
  • Reviewed files, recordings and other documents to obtain information to respond to requests
  • Answered incoming telephone calls to provide customers with products and services information
  • Played a significant role in increasing the overall CSAT rating of the OMNI department, which resulted in an increase of the Goal attainment of CSAT to 106%.

Store Standards Associate

Walmart
Scarborough
09.2020 - 03.2021
  • Cross-trained in other departments and assisted the departments during busy hours as well as contributed to the accomplishment of short-term projects in the store
  • Built and maintained relationships with peers and upper management to drive team success
  • Oversaw merchandise arrangement, focusing on optimal display and sales uplift.

Education

Canadian Securities Course (CSR) -

Canadian Securities Institute
Toronto
08-2024

Business - Diploma -

Seneca College
North York
09.2022

Business Administration - Management Advanced Diploma -

Seneca College
North York
12.2021

IT Certificate -

Pearson
07.2019

Skills

  • Telephone communication
  • Exceptional customer service
  • Problem Solving
  • Customer Relationship Management
  • Results-driven
  • Open and positive communicator
  • Leadership
  • Reviewing files

Certification

  • First Aid/CPR certified
  • Smart Serve certified
  • Ontario security guard license

Timeline

E-Commerce Store Operations Department Manager

Walmart
01.2024 - Current

OMNI Department Manager

Walmart
09.2022 - 01.2024

Peer Mentor

Seneca College
01.2022 - 04.2022

Customer Experience Salesfloor Associate

Walmart
12.2021 - 09.2022

OMNI Customer Experience Associate

Walmart
03.2021 - 12.2021

Store Standards Associate

Walmart
09.2020 - 03.2021

Canadian Securities Course (CSR) -

Canadian Securities Institute

Business - Diploma -

Seneca College

Business Administration - Management Advanced Diploma -

Seneca College

IT Certificate -

Pearson

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Shann Augustine