Jordan Ilagan Email and Phone Number

• Conducting document and information management using LiveLink and SharePoint• Creating business requirements for the implementation of a new Customer Relationship Management System and strategy• Working on creating Quick Reference Guides, process templates, process manuals and presentation templates

• One year co-op work term with Mount Royal University• Assisted with the review and submission of provincial and federal reports, along with being the point of contact for two KPMG regulatory audits.• Aided in the optimization of the regulatory process by creating a Legal Register which housed all relevant regulations and their related tasks. • Worked to create communications for a Project Hopper Process which included creating a communications plan, a graphic, a process manual, a SharePoint site and training material. Through the execution of these items, the launch of the process was successful.

• Developed and assigned tasks to staff members, oversaw completion of tasks in order to create and maintain an efficient workplace. • Resolved customer issues and complaints by providing excellent customer service and problem solving skills, ensuring that guests were satisfied with their experience. • Directly supervised and supported a team of up to 25 staff members, making certain that the restaurant was running in a smooth manner.

• Worked in a fast-paced environment and was tasked with providing service to sections of up to 15 tables. Was able to use time-management skills to oversee the needs of tables, resulting in multiple compliments from guests for excellent service. • Consistently achieved and exceeded a sales goal of $30 per guest, with an average tip of 18.5% per check by using sales skills to upsell and interpersonal skills to create a connection with guests.• Heavy focus on having a genuine experience with guests resulted in the ability to establish a relationship with guests, resulting in many repeating customers.

• Summer Internship going towards a degree in Marketing from Mount Royal University• Helped to create, edit, review and send letters and invites to guests and sponsors for four different tournaments, along with taking RSVP's and sending accreditation.• Assisted in correspondence, planning, and hosting sponsors and other VIP guests at major events.

• Tasked with making genuine connection with customers, rather than focusing on a sales goal. This led to making genuine conversation with customers, ultimately developing strong communication and interpersonal skills. • In a busy environment where there would be up to 20 customers at a time, was able to multitask, providing personal and informative service to numerous customers at a time. • Received recognition for customer service skills and taking responsibility in the workplace.

• Learned selling skills that attributed to reaching a sales goal, ranging from 1000 to 2000 dollars a month. Was able to consistently reach this goal by connecting with customers and learning how to upsell product.• Was able to meet sales goals that were assessed every month, ensuring that 25% of sales were multiple pairs of shoes, 10% were accessories and 2% were sock sales.

• Consistently met and exceeded sales goals from 200 to 1000 dollars that were given every shift, contributing to achieving a goal of 20% conversion rate.• Recognized for success in the fitting rooms, being able to manage and provide excellent service to 12 rooms at a time. • Was given multiple tasks per shift, which included cleaning, promoting product and providing customer service. Being able to complete these tasks with a positive attitude led to being awarded “Employee of the Week”.