1. MICHELLE BROWN
Etobicoke, Ontario M9C 1R6 |416.559.4834 |browmich@outlook.com
http://www.linkedin.com/in/amichellebrown | http://indeed.com/me/amichellebrown
Communications | Planning & Organization | Relationship Management |Customer Advocate
Exceptional track record of achieving results by generating common focus, leading high performance
teams,organizationandteambuildinginahigh-volumeenvironment.Workswell across multiple levels
of an organization to create an environment of openness, trust and respect.
PROFESSIONAL SKILLS AND ACCOMPLISHMENTS
COMMUNICATIONS
 Actedas “gate keeper”forall fielddirectedcommunicationstoensure accuracyandrelevancyof
information tofacilitatein-store planning, activitiesandlogistics
 CreatednewHeadOffice tostore communicationtemplate tosimplifyprocessforcommunication
initiatorsandendusersresultingineasytoread,simple employeemessaging
 CoordinatedHumanResources,Operations,Marketing,Visual, DeploymentandAllocations
informationtopublishbi-weeklyStore OperationsPlanningCalendaronrolling6-monthbasisto
keepstore teamscurrenton companyinitiativesgivingthemthe abilitytoplanahead
 Developed companywidecommunicationspolicy inconjunctionwithHumanResourcespartners to
create cohesive andsimple messagingforinstore andHead Office employees
CUSTOMER SERVICE
 Addressedall customerenquiriesrelatedtoe-commerce and bricksandmortar locationswithin
established time framesto exceed customerexpectations andbusiness standards.Responsiblefor
issue resolutionandescalation
 Principal headoffice contactforfieldmanagementandstore teams toaddressOperations,
Marketingand Purchasingquestionsinanaccurate andtime sensitivemanner
STAFF MANAGEMENT
 Directsupervisionof 7supervisorsandindirectly70+employees inhighvolume retailbusiness
 Managed customerservice teamof 8 full andpart time customerservice employees
 Ledteam of 3 to translate consumerandemployeemessagingfromEnglishtoFrench,undertight
timelinestomeetprovincial regulations(E-blasts,in-store signage,brandguidelinesandplanograms,
trainingandpromotional materials)
RELATIONSHIP MANAGEMENT
 PrimaryOperationsandPurchasingdepartmentparticipantforcrossfunctional initiativestosmall
testgroupsand/or entire chain
 Workedwiththe Officequébécoisede la languefrançaise to ensure requirementsof the Quebec
FrenchLanguage Charter are met forQuebeclocations
 Deliveredcontexttointernal translationdepartmenttoensure accurate messagingforQuebec
locations
PROJECT MANAGEMENT
 Createdandmanageddepartment updatesof bestpractice manualstoreflectmostup-to-date
companypoliciesandproceduresprovidingclarityforall headoffice andfieldstaff
 Developed communicationmaterialsandin-store signageforlaunchof instore loyaltyprogram and
electronics andvideogameswarrantyprograms
 Introduced translationrequestsoftwaresystemtostreamline translationprocessandtoprovide
real-time,projectstatusupdates

2. Michelle Brown,Page 2 416.559.4834 |browmich@outlook.com
ADMINISTRATION
 Administeredschedulingof companyinitiativeswithdepartmentplannerstobalance workflowand
the demandsonstore teamsresultinginreducedstressandaffordedtimelycompletionof tasks
 Formalizedregularreportinganddocumentationrelatedtocustomerservice activitiestoensure
compliance reflectingestablishedbestpractices
 Developedinternalfraudinvestigationandpreventionprocessesworkingwithlaw enforcement and
financial institutionstoreduce onlinefraudriskandmeetP&Lexpectations
 Managed all administrationtasksfora large volume retail businessincluding:
o Cash office activities(i.e.deposits,change orders,Brinksprocesses,giftcertificate inventory)
o Staff scheduling,hiring andtraining
o Primarycontact for external businesspartnersincludinglosspreventionandcleaning
companies;consignmentinventoryandbill payments
EVENT EXECUTION
 Projectmanagedannual company conference anddepartmentmeetings for150+ attendees
o Coordinatedexternal vendorsandtechnical staff aswell asonsite contactsfor artistand
studioeventlogistics
o Primaryplannerof conference galaincludingnationalandinternational VIPattendees,film
studioandmusiccompanyexecutivesandcelebrities
o Executedfull industrytrade show includingfloorplan,attendeegifts,grouprotationand
logistics
 Coordinateddepartment social activitieswithinestablishedbudgetstocreate andmaintaina strong
teamenvironment
EMPLOYMENT HISTORY
CommunicationsManager La Senza Etobicoke,ON 2012 – 2014
CommunicationsCoordinator hmvCanada Etobicoke,ON 2003 – 2012
E-Commerce CustomerService Manager hmvCanada Etobicoke,ON 1999 – 2003
Superstore AdministrationManager hmvCanada Toronto,ON 1993 – 1999
CORE COMPETENCIES
Oral and Written Communication – Customer Orientation – Employee Engagement - Negotiation
Relationship Management - Training and Hiring – Performance Management
Microsoft Office - TRACK System - InDesign 6.1 – SharePoint – Dreamweaver
PROFESSIONAL DEVELOPMENT
Crucial Conversations - Effective Time Management - Behavioural Interviewing - Coaching
Leadership - Performance Management Process - Change Management - Conflict Management
Management through People
CERTIFICATIONS
AODA (2013) – WHMIS (2013)