Experience

• 

  Indigo

  Jan 2002 - Jan 2008

  -Investigated and reversed accidental duplicate charges to the customer, liaising with retail channel, the credit card processing company, the finance department and the customer, to ensure prompt resolution to the issue.-Acted as SME for the department on retail procedures, POS and inventory systems-Provided first and second tier business and technical support for both store level and home office customers. -Created training documentation for internal service desk staff-Placed and co-ordinated service calls with outside vendors for store and home office users-Created and maintained the after hour on-call emergency pager scheduling Show less

  • Business Support Analyst

    Jan 2005 - Jan 2008

  • Customer Service Representative

    Jan 2002 - Jan 2005
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  Indigo

  Mar 2008 - Jan 2013

  Assistant category manager

  -Created the market share data analysis program using 3rd party industry sales data. Tracking sales trending and overall market performance of the book trade in Canada to maximise potential sales opportunities, while reducing cost to the company.-Reorganised, and collapsed the store level sub-categorisation for adult trade. Streamlining the layout to reduce store level labour and provide increased customer satisfaction in due to a simplified browsing experience.-Maintained and selected titles for the Indigo Bestseller list, based upon a variety of inventory and sales metrics to maximise profit and market share while reducing financial liabilities to the company.-Purchased new buys for the video game guides category using sales history and projected sales of electronic products.-Collaborated with the Social Media, E-mail and online merchandising teams for Non-Fiction to create online boutiques and marketing initiatives to drive traffic and sales to both the website and stores.-Provided sales and stock analysis to assist the allocation and assortment of Non-Fiction titles.-Acted as Procurement department's SME for the incident reporting and resolution software. Providing training to reduce reliance on the Service Desk and train based upon specific needs of the department.-Acted as SME for 3rd party sales aggregation website to provide training to multiple departments to keep training in-house and customise it to be specific to the company's needs. Show less