Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Vauna Lafond

Mapleridge,BC

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

18
18
years of professional experience

Work History

Team Lead Charitable Lottery

MNP LLP
01.2020 - Current
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Maintained database systems to track and analyze operational data.

Call Center Supervisor

MNP LLP
01.2020 - Current
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

Call Center Representative

MNP LLP
01.2020 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

District Manager

Aldo Groupe - Aldo Shoes
01.2006 - 01.2019
  • Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
  • Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
  • Streamlined operations by establishing efficient processes and communication channels between stores, leading to reduced costs and increased productivity.
  • Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations.
  • Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
  • Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
  • Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
  • Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
  • Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
  • Managed budget development process for the district, allocating resources effectively to drive growth while remaining fiscally responsible.
  • Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
  • Created robust succession plans for key positions within each location, ensuring seamless transitions and continued excellence in operations during personnel changes.
  • Supervised 19 locations (Vancouver and Vancouver Island) to enforce high-quality standards of operation.
  • Exceeded sales targets with well-developed sales strategy and empowering team coaching.
  • Generated financial and operational reports to assist management with business strategy.
  • Held meetings with director to identify techniques to overcome sales obstacles.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

Store Manager

Aldo Group
01.2006 - 01.2019
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Stores Managed were: Nanaimo, Victoria, Metrotown and Robson Street locations.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.

Education

Customer Service And Sales Training - Monthly

In House Training Aldo
01.2019

Criminology

Vancouver Island University
Nanaimo, BC
01.2006

Skills

  • Performance Monitoring
  • Schedule Management
  • Operations Management
  • Key Performance Indicators
  • Talent Acquisition
  • Human Resources Management
  • Complaint Resolution
  • Employee Evaluation
  • Coaching and Mentoring
  • Decision making
  • Relationship building

Accomplishments

    Won "Outstanding commitment for superior Customer Service" 2011 and 2018

    Won " Best Customer Service, Best Sales and Best Productivity" 2010

    Making "Customer Service a priority" annual 1% top performers trip as a manager in 2010 and District Manager in 2017

Timeline

Team Lead Charitable Lottery

MNP LLP
01.2020 - Current

Call Center Supervisor

MNP LLP
01.2020 - Current

Call Center Representative

MNP LLP
01.2020 - Current

District Manager

Aldo Groupe - Aldo Shoes
01.2006 - 01.2019

Store Manager

Aldo Group
01.2006 - 01.2019

Customer Service And Sales Training - Monthly

In House Training Aldo

Criminology

Vancouver Island University

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Vauna Lafond