Craig Allan Email and Phone Number

Responsible for all aspects of day to day operations including customer experience, sales, vehicle maintenance, hiring and staff rettainment. Helped to grow both the business volume and market share as well as convert the location to a dual brand. The location consistently led the country in customer experience scores.

Responsible for all facets of store operations Reorganized store to organizational standards for inventory control and other areasMentored and managed existing team to higher levels of Customer Service and other competencies using Situational Leadership and progressive disciplineLearned and maintained a superior knowledge of multiple carrier systems, offers, policies and hardware.Actively pursued and implemented improvements to the stores merchandising and branding, through head office channels and personal initiativeWorked with other Victoria managers to improve best practices in our market

Responsible for all facets of store operations in a fast paced, highly competitive, ever changing retail environmentConsistently grew the Bay Centre store year over year for 6 years from $1.2 million to $1.6 million in gross salesManaged the two retail locations in Victoria simultaneously (February 2009 - July 2010)Hired, trained and mentored staff including Sales Consultants, Assistant Managers and other Store ManagersAchieved consistent personal sales results in addition to managerial responsibilitiesLead the store team to multiple sales goals and budget achievementsExceptionally proficient in the use of the POS systems, SAP Inventory Management and Sales Reporting System, Customer Record Management database, and various other web based applications Provided and developed an outstanding customer service culture within the store which lead to multiple "Mystery Shopping Awards" from SonyDemonstrated excellent communication skills to both internal and external customers as well as to colegues and upper management through all available channelsPerformed troubleshooting for and provided instruction in the use of equipment for clientsManaged multiple situations, demands and deadlines to meet the needs of customers, staff and the companyControlled store operational costs where applicable to maximize efficiency and minimize cost to the companyPlanned and executed multiple local marketing events including partnering with the Victoria Dragonboat Festival, the Victoria Film Festival, Mayfair Mall, the Bay Centre and FETTU in partnership with the National Astronomical Society of CanadaMaintained a vast product knowledge base, including technical specifications, product lines, models, connectivity and compatibility for all available Sony consumer products and also non-Sony products carried in storeAdapted and executed merchandising plans to maintain national store standards in unique store environments

answered customer inquiries and provided detailed information on policies, rules, regulations, schedules & fares for all ferry routesmade reservations and collected payment for all reservable routes in the ferry systemhandled a high volume of calls in an efficient and effective manner including customer concerns and complaints

responsible for all aspects of the front desk operation, scheduling, and proceduresmanaged all group reservations (tours, sports teams, etc.)managed the computer systems including the Inn Control Hotel System, the Lodgenet Pay Per View movie system, the Ving card keyless lock system and the network operating systemsmanager on call for all emergencies in absence of the General Managerperformed all the duties of a front desk clerk while on duty

Held a variety of positions within the company including Assistant Front Office Manager and Restaurant / Beverage Manager.; scheduled, supervised, trained, and hired front end staff of over 20 peoplebooked and organized banquets and special eventsmanaged all aspects of the beverage service including developing the bar and wine lists and ordering of all productsproduced menus and other promotional materialworked with the chef on issues of food production, presentation and qualityprogrammed the POS systemdeveloped procedures regarding all aspects of the operationordered products and suppliesmaintained a good relationship with all suppliersperformed daily closing and reconciliation of the restaurant and loungedealt with customer complaints and inquiriessupervised and trained all front desk clerksdeveloped front office and audit procedures including the operation and management of the Inn Control hotel operating systembooked hotel reservations including group reservations and special eventsperformed nightly hotel audit proceduresmaintained the front office including the ordering of suppliesorganized the housekeeping staff, including assigning room shifts and working with the housekeeping supervisor and the maintenance department on special projectsserved as concierge while on duty; developed organizational skills to handle large and small group functions from 10-300