PROFESSIONAL PROFILE • Results Oriented: - 114% average growth rate per year over the past 6 years. • Strong Leadership Skills: - Achieve 90% average in Customer Service Index reviews. • Customer Service Skills: - Coached/Mentored Team to Store of the year. • Creative & Solution Oriented: - Researched and developed new business opportunities. • Driven Personality: - Failure is not an option, Play to Win! PROFESSIONAL EXPERIENCE Overwaitea Food Group General manager 1988-2014 General Manager Kelowna (January 2011-2014) • Managed acquisition of a privately owned company, executed rebranding. • Achieved 14% increase in 2014store sale, $40,000 per week, exceeded target by 100%. • Oversaw and managed $10M Flag ship Store renovation Jim Patison Corporation. • Created vision for store and engage managers and select Staff, Strategizing and identifying objectives in order to make vision reality in which staff could all share in Store success. • Formed working partnerships with local food producers, meeting community demand for local products and earn customer loyalty. • Introduced creative initiative within store increased market share 3%, “wine pairing” at Christmas and iron Chef competition, resulting in increased interest from the community and improving customer account by 20%. • Managed and mentored up to 10 department managers, representing in $550,000 annual revenue. • Established solid client relations through hands-on initiatives and personally connecting with customers on a daily basis • Organized 120 staff schedules, ensuring cost effective coverage. • Setting high customer service standards and ensuring standards were met or exceeded, resulting in 92% CSI reports. • Built external relationships within the community, attending community events, Trade shows, and food and wine pairing events, this increasing brand awareness and store profitability. I was passionate in getting the Urban Fare brand in the Okanagan. • Forecasted sales and analyzed reports on daily, quarterly, and annual basis, ensuring alignment with BP to achieve ROI. • Analyzed and managed P&L. probing for explanations and rational. • Implemented, evaluated and modified policies and procedures regarding customer service, inventory control and merchandising, improving stores average ROI by 6 %. • Frequently resolve major customer complaints ensuring client satisfaction, company ROI to achieve repeat business. Assistant manager Lead, coach and mentor employee’s and acted as resource to Operations Manager, Department Managers and team members. Fostered positive team environment focused on delivering customer first service. • Supported Store Manager with overall store operations, acting as a backup in all store related matters and helping achieve manager’s vision for store. • Reviewed and analyzed income statements and worked with management team, identifying opportunities to grow profit and holding operations managers and department managers accountable for developing and executing plans. • Guided management team on operational standards (Customer service, front and operations, scheduling, cash office, health and safety, cleanliness,) as well as recruitment, Conflict resolution, collector agreement administration, performance management, by ensuring team members received appropriate training and following up on areas where needed. • Supported management team by communicating key messages to Operations Managers, Department Managers, and /or team members, inspiring alignment with key business objectives. • Monitored and improved store’s performance by using business / HR metrics and dashboards. Previous positions with Overwaitea food group were Operations Manager, Senior Clerk and General Clerk. Professional development • Conflict resolution • Management 101/102 • Health and safety • Smart grid Behavioral awareness • Customer service/Selling • Growing in our future with our suppliers ACCOMPLISHMENTS • 2013: Achieved 24 years, having perfect attendance. • 2013: Received highest ranking in the company, for overall standards and operations. • 2012: Top 5 design for retail store in Canada. • 2011: Recognized for the largest sales on opening day, for any Urban Fare. • 2011-2013: Recognized for creating the New Urban Fare Culture. Received the Urban Elite award. • 2008- 2013 : 100% Employee engagement surveys. • 2004: Store of the year. • 2003: Recognized for community support, Okanagan Mountain Fire. INTERESTS & ACTIVITIES • Support worker, JDRF (Junior diabetes research foundation) • Support worker, run for the cure • International exchange student Host (Mexico, Germany, China) • Support worker, Coach- Motocross Racers.