Victoria WANG

Delivering extraordinary client experiences and operational excellence at one of the most critical touchpoints in the boutique—Aritzia’s Service Counter.

Key Responsibilities:

• Client Experience: Delivered world-class service through Right Servicing and Right Selling at the Service Counter, reinforcing Everyday Luxury by wrapping and packaging client purchases with precision, personalization, and care.
• Transactions & Fulfillment: Processed all types of transactions including purchases, returns, order pickups, gift card sales, and exchanges while maintaining a smooth and welcoming checkout experience.
• Client Matching & Order Management: Managed the Client Matching system through OneNote and the FIL Tool, staging and logging client packages and ensuring they were matched with the correct associate and register.
• Service Counter Operations: Actively supported key Service Counter roles—Prepper, Operator, Wrapper, Host, Facilitator, and Client Service Advisor—during peak hours to ensure seamless workflow.
• Inventory & Supply Oversight: Audited inventory levels, flagged shortages, placed replenishment orders from the Distribution Centre (DC), managed order fulfillment, returns processing, tagging, steaming, folding, and rerouting product.
• Facilities & Supplies: Maintained Service Counter cleanliness and organization by sweeping, wiping down surfaces, emptying trash bins, and restocking POS supplies, packaging, hangers, pins, domes, and admin tools.
• Escalations & Concierge Communication: Handled escalated service cases and repairs, proactively communicated with Aritzia Concierge to resolve client concerns, track service requests, and ensure timely follow-up.

Leadership & Culture:

• Participated in a 30-60-90 development plan to master the Service Advisor role and contribute to a high-performance boutique culture.
• Trained and coached peers using Quickstart guides and real-time feedback loops.
• Led with Aritzia’s How We Lead values: accountability, empathy, ownership, continuous improvement, and team collaboration.

Performance Metrics:

• 70 TPH (Transactions Per Hour)
• 96% Client Capture Rate (CPM data collected at POS)

• Maintained inventory cleanliness and created curated seasonal product displays.
• Assisted over 100 customers daily with sizing, styling, and product selection.
• Operated the POS system, handling all forms of payment and ensuring transaction accuracy.
• Registered clients for rewards programs and communicated sales promotions.
• Counted and processed daily deposits and managed clock-in/out compliance.
• Collaborated with 25 team members to drive conversions, UPT, and celebrate collective wins.