Vincent Pullen
Richmond,BC
Summary
Driven, people focused leader with a 30+ year track record of making teams unstoppable and delivering results that stick. From leading multi-million-dollar retail districts to optimizing transportation operations at Canada Post and delivering top-tier service with Westjet, I've consistently turned goals into wins. Proud recipient of multiple national and regional "Manager of the Year" awards and industry-best loss prevention results. Known for creating high-energy, collaborative workplaces where customer experience and performance go hand in hand. Seasoned transportation professional with strong background in route management and timely deliveries. Known for reliability, adaptability, and collaborative approach to achieving results. Skilled in vehicle maintenance and compliance with transportation regulations.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Agent
WestJet Airlines
03.2017 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
High Lift Transport Driver
Skycafe
03.2022 - Current
- Operated with safety and skill to avoid accidents and delays.
- Maintained high customer satisfaction by working quickly and accurately.
- Navigated challenging road conditions to deliver goods securely in various weather situations.
- Maintained a clean driving record, adhering to all traffic laws and safety regulations.
- Trained new transport drivers, focusing on safe driving habits and company policies adherence.
- Communicated with dispatch to convey delays and adjust delivery plans.
Transportation Supervisor
Canada Post
11.2013 - 05.2018
- Managed routing, driver supervision and DOT compliance.
- Coordinated schedules and routes for drivers to ensure timely deliveries and customer satisfaction.
- Ensured proper documentation was completed accurately for all transportation operations, including driver logs, vehicle inspection reports, and accident/incident reports.
- Addressed issues swiftly, resolving conflicts between drivers, customers, or other stakeholders effectively.
- Improved transportation efficiency by optimizing routes and implementing time-saving strategies.
- Improved working conditions for employees and fostered work environment that maximized employee morale and engagement.
Store Manager
Michael Hill Jewellers
09.2011 - 04.2013
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Hired, trained and developed new staff for my location as well as assisting with hiring, training and mentoring new staff members for the region.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
Store Manager/District Manager in Training
Footlocker
05.2003 - 09.2011
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed all hiring, training and mentoring new staff members at my location, assisted other store managers with their location plus hired new Store and assistant managers for the district.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed multiple store locations simultaneously, ensuring consistent execution of company policies and procedures across all sites.
- Provided ongoing coaching and mentorship to store managers, cultivating a culture of excellence in operations management and customer service.
- Implemented cost control measures to maximize profitability without compromising product quality or customer experience standards.
Store Manager
Athletes World
04.2000 - 05.2003
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
Education
Associate of Science - Physchology
Douglas College
New WestminsterSkills
- Leadership skills
- Training and coaching
- Recruiting and hiring
- Customer relations
- Leadership development
- Operations management
- Goal setting and performance metrics
- Transportation management
- Critical thinking
- Accident / incident reports
- Transportation regulations
- Route optimization
Accomplishments
- Achieved the top national retail store ranking within 2 years.
- Supervised 5+ teams at multiple store locations consisting of managers, assistant managers and store staff.
- Achieved top loss prevention results through effective customer experience training methods.
- Supervised a team of 90+ unionized delivery drivers.
- Helped design delivery routes based on efficiency and customer service.
Languages
English
Native or Bilingual
Certification
YVR Restricted Area Identity Card (RAIC)
YVR Airside Vehicle Operators Permit (AVOP)
Interests
- Outdoor Recreation
- Playing Sports
- Camping
- Enjoy hobbies that combine physical activity with outdoor exploration
- Acting and Theater
- Backpacking and Hiking
- Auto Repair/Restoration
Timeline
High Lift Transport Driver
Skycafe
03.2022 - Current
Customer Service Agent
WestJet Airlines
03.2017 - Current
Transportation Supervisor
Canada Post
11.2013 - 05.2018
Store Manager
Michael Hill Jewellers
09.2011 - 04.2013
Store Manager/District Manager in Training
Footlocker
05.2003 - 09.2011
Store Manager
Athletes World
04.2000 - 05.2003
Associate of Science - Physchology
Douglas College
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