Having spent most of my working experience in the Hospitality industries. Retail was much different. Typically day would answer the telephones, over head page sales staff. Collect payment from customers.
Corporate Reception (Former Employee) – Edmonton Alberta – August 5, 2015
The Brick Warehouse Corporate office was my home away from home. Opened and closed office . Ensured security policies were followed. Answered all incoming calls on a multi line switchboard and directed to the appropriate departments. Handled shipping and receiving functions for corporate office which included Purolator , Fed Ex , Canada Post and Internal mail system. Was in charge of booking meeting rooms through internal calendar booking system. Ordered all stationary supplies for all departments. When office manager was away I was in charge of corporate office ensuring building was operational. Knowing who to call when issues arise such as plumbing and heating. Making decisions during emergencies as well. I was part of the Human Resources department , responsibilities included benefits , I was in charge of receiving and distributing all benefit cards for the company nation wide. Another responsibility was receiving nation wide performance appraisals, over 6000 were emailed to head office where I would go through to ensure filled out correctly then would print off and placed into personal files. This was the hardest part of my job . The most enjoyable is ensuring that customers receive the most satisfying experience which at times can be frustrating but rewarding once the customer is happy. With out the customers we wouldn't be a company.
Every day was different i learned to be more effective in closing sales, honed my skill on reading customers and being able to up sell, finding creative ways to problem solve and thinking on your feet, learned how to diffuse tense situations. I enjoyed sharing what i learned with my sales team making them one of the best in the organization.
Customer Service / Operations QA (Former Employee) – Mississauga, ON – January 28, 2014
• Created company’s first comprehensive database of documented test defects and procedures to enable accurate replication and ensure compliance with standards from the business testing cycle. • Documented software defects using bug tracking system and reported defects involving program functionality, output, online screen and content to the IT team. • Delivered thorough QA testing reports that determined product quality and release readiness from the operations view • Deal with high volume incoming calls • Help customer with and problem or situation they may have. • Run reports on the stores activities in sales • Deals with customer on the phone and in Person . The hardest part of the job, i would say at the time was trying to get the bugs fixed The most enjoyable part of the job was when a project was completed and see the results.
Operations Manager (Former Employee) – Calgary, AB – August 21, 2013
Typical day: customer complaints, ordering furniture for store and ensuring floor was decorated according to CORE, inventory management, training of staff, reviewing daily, weekly and monthly operations reports, budget management and P&L variance accountability, payroll, recruiting/job posting/interviews/training, disciplinary action and performance management.
Learned: I learned a lot about furniture (fabrics, materials, quality), store decoration, P&L variance explanations, inventory management.
Management: High turnover of management and staff. Succession planning almost non existent, not always the best people for the job were promoted (sometimes seniority was the key factor, not necessarily the skill set, several bad fits for the stores that resulted in higher turnover).
Co-workers: A mix of teenagers to middle age in various positions and several ethnic backgrounds. Communication was sometimes difficult due to language barriers, age and culture differences. I had to step in often to resolve conflicts with employees and customers.
Hardest part of job: high turnover due for the most part to low wages and hard physical work and customer complaints. It was sometimes difficult to keep my cool with screaming customers who were abusive and completely unreasonable in their demands.
Most enjoyable: Variety of responsibilities, from HR to inventory to store decoration, customer service, payroll, budget management. Every day was different. Also worked at all 4 Brick locations in Calgary. Opened brand new store in Beacon Hill.
worked at all locations, i was sent to stores with staff problems to help bring them back to par.
extremely long hours, no recognition whatsoever, low salary