Rachel Tong

Customer service and operations leader with 15+ years of progressive experience leading high-performing teams, developing managers, improving service and sales performance, and executing operational standards across premium and luxury environments. Extensive experience across the employee lifecycle, including hiring, onboarding, coaching, performance management, succession, talent development, workforce planning, scheduling, and coverage management using WFM software. Known for remaining composed in fast-paced, high-stakes environments, translating business priorities into clear team actions, using performance data to identify trends, and partnering cross-functionally to improve processes, customer outcomes, and operational consistency.

• adaptability
• Attention to detail
• Budgeting
• Cash handling
• Client Onboarding
• Client Relationship Management
• Coaching
• Communication
• Compliance
• Conflict Resolution
• Critical Thinking
• CRM Management
• Cross-Functional Collaboration
• Customer service
• Decision Making
• Employee scheduling
• Financial analysis
• Forecasting
• Google Workspace
• Guest Experience
• Inventory management
• KPI Management
• Leadership
• Logistics
• Microsoft Excel
• Microsoft Outlook
• Microsoft Teams
• Multitasking
• Negotiation
• Onboarding
• Operational Efficiency
• Operations Management
• Organization
• Payroll
• Performance Monitoring
• Point-of-sale systems
• policy implementation
• Power BI
• Prioritization
• Problem solving
• Process Improvement
• Product Knowledge
• Recruitment
• Relationship Building
• Reporting
• Retail operations
• Safety Compliance
• Sales
• Salesforce CRM
• Sales Growth

1. Store Manager

   Canada Goose

   Jan 2020 to Jan 2025

   Ottawa, ON

   • Led customer service, people, and operational performance for a high-profile luxury retail business, setting clear expectations and coaching teams against service, sales, and operational KPIs. • Managed the employee lifecycle including hiring, onboarding, ongoing coaching, performance conversations, talent development, succession planning, scheduling, and day-to-day people leadership. • Used WFM software to plan schedules, staffing levels, and coverage against business volume, adapting resources to peak periods, changing demand, absences, and operational priorities. • Onboarded, trained, and coached Store Managers and Assistant Managers across multiple locations, strengthening leadership capability, accountability, and consistent execution. • Acted as a senior escalation point for complex customer, operational, and loss-prevention situations, balancing customer experience, brand standards, business risk, and timely resolution. • Used Power BI, sales results, customer trends, and operational reporting to identify performance opportunities, adjust priorities, and drive stronger team execution. • Partnered with corporate teams to develop SOPs and reporting processes spanning POS, loss prevention, and Power BI, improving process consistency and performance visibility. • Led teams through changing business requirements and operational priorities, translating broader company direction into clear expectations, training, and day-to-day execution. • Built a strong client-focused service culture, including pioneering the company's first in-store client event program and achieving 32% of sales through clienteling.

2. General Manager

   SMCP (Sandro, Maje, Claudie Pierlot)

   Jan 2019 to Jan 2020

   Vancouver, BC

   • Managed customer experience, staffing, talent, sales, and daily operations across luxury retail environments within Nordstrom, partnering closely with internal stakeholders and store leadership. • Coached teams on service, performance expectations, and operational standards while maintaining a strong talent pipeline and supporting effective workforce coverage. • Planned and executed customer engagement initiatives and collaborated with leadership teams to improve operational consistency and business performance.

3. Boutique Manager

   David Yurman

   Jan 2017 to Jan 2019

   Vancouver, BC

   • Led and developed a high-performing luxury team through individualized coaching, clear performance expectations, feedback, and relationship-focused service. • Coached one associate to more than $1M in annual sales while strengthening customer retention through personalized relationship management and digital outreach.

4. General Manager / District Trainer

   Tory Burch

   Jan 2015 to Jan 2017

   Vancouver, BC

   • Selected as district trainer for new managers, delivering onboarding, leadership coaching, operational training, and best-practice guidance. • Managed team performance, staffing, and customer experience while mentoring associates into leadership roles and supporting succession planning.

5. District Training Manager

   True Religion Brand Jeans

   Jan 2012 to Jan 2015

   Burnaby, BC

   • Led multi-location training and performance initiatives, coaching managers and teams on customer engagement, operational standards, and performance improvement. • Supported managers with corrective action, execution consistency, and field-level training across the district while achieving top regional client sales performance.

6. District Training Manager

   BCBG Max Azria

   Jan 2011 to Jan 2012

   Burnaby, BC

   • Supported district-wide onboarding, training, performance standards, and operational consistency across multiple retail locations.