Victoria Bourbonnais
Edmonton,AB
Summary
Experienced retail professional with over a decade of leadership in optimizing operations and driving business growth. Skilled in strategic planning, inventory management, and delivering exceptional customer service. Proven track record in team management, problem-solving, and decision-making. Effective communicator with strong adaptability and time management abilities. Proficient in technology and meticulous attention to detail. Ready to leverage expertise to excel in a dynamic retail operations role.
Overview
19
19
years of professional experience
Work History
MERCHANDISING SUPERVISOR
TNG
EDMONTON, AB
07.2010 - 11.2020
- A Territory Manager in the Retail Division for more than 10 years.
- Responsible for training, managing, and developing a team consisting of 15 merchandisers in the Northern Alberta territory.
- Conducted regular store visits to ensure adherence to merchandising standards.
- Made regular sales calls to off-premises customers to cultivate customer relations and satisfaction with service provided.
- Analyze, plan, establish and maintain an efficient and productive daily call pattern in assigned territory.
- Continuously ensured that daily operations were being executed, while achieving and exceeding expectations.
- Forecasted and planned weekly schedules and completed payroll reports.
- Placed orders for inventory, and managed inventory levels.
DEPARTMENT MANAGER
LOBLAWS
EDMONTON, AB
11.2007 - 07.2010
- Supervised 20+ part-time employees
- Followed all safety protocols and company processes and procedures
- Performed closing duties as part of management team
- Worked with inventory control software
- Handled overstock, restocking and inventory control
- Coached, trained and mentored new team members
- Delegated work to staff, setting priorities and goals
- Created schedules and submitted payroll reports.
CUTOMER SERVICE REPRESENTATIVE
DIRECT ENERGY
EDMONTON, AB
05.2007 - 09.2007
- Assisted approximately 60+ customers each day with service questions
- Evaluated customer account information to assess current issues and determine potential solutions
- Upheld privacy and security requirements
- Consulted with customers to determine best methods to resolve service and billing issues
- Documented conversations with customers to track requests, problems and solutions
- Answered calls in call center environment
- Called customers to address payment issues.
CUTOMER SERVICE REPRESENTATIVE
STARTEK
Cornwall, ON
10.2001 - 02.2007
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Answered calls in call center environment
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services
- Evaluated customer account information to assess current issues and determine potential solutions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Documented conversations with customers to track requests, problems and solutions
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Education
Certificate - Financial Assistant
Academy of Learning College
Cornwall, ONSkills
- Leadership
- Strategic Planning
- Inventory Management
- Customer Service Excellence
- Communication
- Problem Solving
- Team Development
- Decision Making
- Adaptability
- Time Management
- Technology Proficiency
- Attention to Detail
Timeline
MERCHANDISING SUPERVISOR
TNG
07.2010 - 11.2020
DEPARTMENT MANAGER
LOBLAWS
11.2007 - 07.2010
CUTOMER SERVICE REPRESENTATIVE
DIRECT ENERGY
05.2007 - 09.2007
CUTOMER SERVICE REPRESENTATIVE
STARTEK
10.2001 - 02.2007
Certificate - Financial Assistant
Academy of Learning College
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