Andrew Conway Email & Phone Number

Calgary, Ab, Ca

As part of the Sport Chek Operations team, my team directly oversees:-Store communication strategies and tactics-Talent development and people processes for all retail employees-Learning and Development programs and customer experience framework -Employee Experience Programs supporting attraction and retention strategies-Retail Call Center Team

Calgary, Alberta, Canada

Working on the Sport Chek and Atmosphere Retail Operations team to improve customer experience programs throughout the customer journey, through multiple channels, while supporting the development of 10,000+ employees.Overseeing the design, delivery, and execution of our customer experience, product knowledge, and operations training programs for multi-banner retail teams. In addition, I am responsible for the instructional design and e-learning course production.Being on the… Show more Working on the Sport Chek and Atmosphere Retail Operations team to improve customer experience programs throughout the customer journey, through multiple channels, while supporting the development of 10,000+ employees.Overseeing the design, delivery, and execution of our customer experience, product knowledge, and operations training programs for multi-banner retail teams. In addition, I am responsible for the instructional design and e-learning course production.Being on the Central Operations team with broader responsibilities, I have additionally:-Managed cross-banner initiatives in operational efficiencies, -Led customer friction removal initiatives for eComm and retail locations-Supported our call center operations with improved reporting capabilities and processes-Led the initiatives for developing in-store technology for our Service Shops (electronic work order system)-Led voice of customer workstreams and programs to support our understanding of our customers Show less

Calgary, Canada Area

Reporting to the Manager of Retail Leadership Development, I am responsible for assistant in a number of training projects for all banners under FGL Sports. My primary focus is developing systems and processes that influence a LEARNING culture within stores. The inevitable goal is creating an environment that encompasses customer service and a customer first mentality. In the dynamic world of retail, the expectations for how advisers engage with customers is constantly changing and I am proud… Show more Reporting to the Manager of Retail Leadership Development, I am responsible for assistant in a number of training projects for all banners under FGL Sports. My primary focus is developing systems and processes that influence a LEARNING culture within stores. The inevitable goal is creating an environment that encompasses customer service and a customer first mentality. In the dynamic world of retail, the expectations for how advisers engage with customers is constantly changing and I am proud to be a part of the team that is shaping this. Notable Work:-Developed a dynamic customer service model with a distinct execution plan to focus on setting expectations, coaching & developing employees, then measuring success and holding employees accountable for those expectations. -As one of the key experts at FGL on NPS, I have integrated the VOC program across multiple banners in the corporate office and field to introduce all levels to the insights from our customers.-Managing the customer experience software and voice of customer program across multiple banners by managing our post-purchase survey and working directly with the vendor to continuously improve the quality and quantity of our feedback. -Organizing presentations and working with key stakeholders to align the content and presentations to support the overall strategy and vision for our annual Store Manager Conference.-Support in developing learning pathways for front-line management and create training content to support this. -Solely create and manage the onboarding program for all field employees across multiple banners.-Facilitate, organize, and present at management development camps on various topics including: Omni-Channel, People Development, Customer Experience, Effective Planning, Retail Mathematics and Analysis, etc. Show less

As a Regional Trainer of Service Shops, I am responsible for training, supporting and developing 16 shops. This role exposes me to a higher level of retail management. My goal is to implement change and foster an encouraging environment that continues to grow and change everyday. Along with managing these store, I also play a crucial role in developing the training systems that are implemented in every Sport Chek Service Shop across the country. To adequately develop these systems, I have… Show more As a Regional Trainer of Service Shops, I am responsible for training, supporting and developing 16 shops. This role exposes me to a higher level of retail management. My goal is to implement change and foster an encouraging environment that continues to grow and change everyday. Along with managing these store, I also play a crucial role in developing the training systems that are implemented in every Sport Chek Service Shop across the country. To adequately develop these systems, I have focused on gaining a complete understanding of the Service Shop business and built my systems based on simplicity and consistency.Providing support in finding and training Regional Service Shop Trainer for each district while communicating our strategical vision for Service Shops. A major aspect of my role is communicating this vision to all stores and implementing systematical changes in our stores to reduce inefficiencies and align the goals of every location. I work with a small group to create a strategic goal for our Service Shops that are aimed at further establishing our Service Shop business and our entire brand. This is done with consultation from all aspects of the business to leverage our dominance in the sporting industry and provide world class servicing at every location. We continue to strive towards our goals while inspiring Canadians to live a healthy active lifestyle. Show less

Calgary, Alberta, Canada

As a leader in the retail world, FGL Sports has pushed the envelope on whats possible in a retail store to enhance customer service unlike any other. I am proud to be apart of such a quickly growing industry and company. We work hard to provide our customers with the highest level of customer service and attention to detail. Working in the service shop as the Head Technician is a job that I am extremely proud of. It gives me the opportunity to learn about operations as a large company, yet run… Show more As a leader in the retail world, FGL Sports has pushed the envelope on whats possible in a retail store to enhance customer service unlike any other. I am proud to be apart of such a quickly growing industry and company. We work hard to provide our customers with the highest level of customer service and attention to detail. Working in the service shop as the Head Technician is a job that I am extremely proud of. It gives me the opportunity to learn about operations as a large company, yet run a small department independently. The service shop allows me to plan schedules, track sales, enhance training programs and support other stores. Though this position is not at corporate level, I am actively involved in assisting other stores, providing advice and helping develop the training platforms across the country.Through my guidance and leadership, I have turned my shop into the most profitable in the country and been able to enhance and grow a platform of returning customers. Show less

Founded with a passion for cycling, we believe that bicycles can help change the world. Our goal is to offer a convenient Premium Mobile Bike Shop experience that gives you more time to do what you love…RIDE!Velofix is a mobile bike shop that brings the servicing right to your door. We drive the van to you and provide all of the servicing on the spot. The van has all the tools required to service just about anything on a bike.

I worked with operations department to manage in-store orders and fulfillment of those orders. My focus was to ensure inventory of in-store products and gift-cards where being sustained and managed, while tracking the orders that stores had placed for those products. I worked vigorously to improve the systems we had in place and to reduce the wait times for stores. This gave me insights into procurement, expense management and communicating between various levels of stakeholders.

Master Of Business Administration - Mba

Bachelor Of Business Administration - Bba, Marketing Minor, Finance Minor & Innovation And Entrepreneurship Minor