Susan Jorissen
Pitt Meadows,BC
Summary
Dynamic retail professional with a proven track record at LEGO Brand Retail, excelling in operational efficiency and customer satisfaction management. Recognized for fostering teamwork and mentoring staff, leading to improved performance and a loyal customer base. Skilled in analytical problem-solving and POS system management, consistently enhancing store operations and guest experiences.
Overview
26
26
years of professional experience
Work History
Assistant Store Manager/ Acting Store Manager
LEGO Brand Retail
10.2013 - 01.2025
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Lead by example, ensuring excellent customer service is provided by the team at all times. Protected Brand integrity.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Collaboration with the Store Manager to deliver results, prioritizing time and effort, going beyond goals set by others, and finding motivation in raising store performance to the maximum.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Maintained merchandising standards to meet and exceed planned sales and Key Performance Indicator
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Cultivated a positive team environment that promotes a safe and fun atmosphere
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Recruitment of new members, identify training needs, mentor and develop sales associates and supervisors to ensure a productive and collaborative teams.
- Team Safety Officer and trainer.
Assistant Store Manager
Gap Inc, Old Navy/Gap
09.2005 - 10.2013
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Trained and guided team members to maintain high productivity and performance metrics.
Lead Hand/Management Trainee
Staples
06.2004 - 09.2005
- Implemented quality control measures to ensure consistent product standards, and control over RTV products.
- Optimized workflows with effective communication among team members, resulting in higher quality output.
- Ensured a safe work environment by adhering to safety protocols and conducting regular inspections.
- Proactively identified areas for improvement in existing procedures leading initiatives aimed at optimizing workflow efficiency.
- Managed inventory control, reducing waste and improving resource allocation.
- Adapted quickly to changing priorities, ensuring seamless transitions between tasks without compromising deadlines or quality standards.
Entertainment Staff/ Children's Programming
Disney Cruise Lines
05.1999 - 06.2004
- Functioned as emcee for onboard events and venues, requiring microphone use and stage presence
- Trained and participated in all areas of shipboard personal and guest safety.
- Managed set-up/clean-up, facilitation and participation in all activities for an audience of children, adults and family activities
- Looked for Guest interactions while displaying boundless amounts of energy and enthusiasm
- Hosted activities, games and trivia contests during televised sporting events, and Youth Activities programs
- Supported recreational activities on Disney Castaway Cay/ Disney Lookout Cay as scheduled
- Help maintain appropriate Guest flow in all areas onboard, informing Guests of other onboard activities to ensure Guest participation; encourage program participation for all age groups
- Provide an emotionally and physically safe environment for Guests of all ages
- Conducted required sanitizing procedures based on USPH requirements when associated with appropriate programs and events
- Assisted with dispatch of Port Adventures – meet Guests at assigned debark venue, spiel important excursion information, collect tickets and waivers and escort Guests to meet their appropriate vendor; escort Guests as the Disney quality representative, as scheduled
Education
High School Diploma -
Mission Seconday
Mission, BCSkills
- Analytical Problem-Solving
- Service-Oriented Communication
- Customer Satisfaction Management
- Customer Service Excellence
- Relationship Management
- Operational Efficiency in Retail
- Effective Time Management
- POS System Management
- Employee Shift Management
- Recruitment and Development
- Coaching for Development
- Conflict Resolution
Timeline
Assistant Store Manager/ Acting Store Manager
LEGO Brand Retail
10.2013 - 01.2025
Assistant Store Manager
Gap Inc, Old Navy/Gap
09.2005 - 10.2013
Lead Hand/Management Trainee
Staples
06.2004 - 09.2005
Entertainment Staff/ Children's Programming
Disney Cruise Lines
05.1999 - 06.2004
High School Diploma -
Mission Seconday
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