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Skills

  • Sales target achievement
  • Complaint resolution and de-escalation
  • Business operations
  • Bridal and special event coordination
  • Client relation management (CRM) software
  • Organization
  • Retail product strategy
  • Advanced hairstyling techniques
  • Team building and leadership
  • Project organization

Work Experiences

  • Boosted repeat business by 45%.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved 64% increase in sales.
  • Boosted client appointment bookings by 33%.
  • Oversaw the delivery of category project by metric team, which resulted in category.
  • Resolved customer complaints or problems to reduce escalation issues to corporate.
  • Kept up with business operations in order to keep departments and employees informed about important work-related changes.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Analyzed salon performance metrics.
  • Employees were assigned duties or work schedules to ensure adequate shift coverage.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved measured growth in revenue by 16%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Accomplished in negotiating supplier discounts.
  • 18 years of experience as a first-line supervisor in the personal service industry.
  • Clear understanding of cross-functional collaboration and vendor management as well as risk assessment training.
  • Assistant Salon Manager with hands-on experience.
  • Costs were consistently reduced while profits were increased.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Maintains communication with managers and supervisors in order to stay informed about changes that affect operations.

Accomplishments

  • Managed salon social media accounts, growing online engagement by 17% and boosting client bookings directly from digital platforms.
  • Was instrumental in increasing new client walk-ins by 61% by partnering with local businesses for cross-promotional opportunities.
  • Optimized the client feedback loop by introducing post-visit surveys, increasing the salon’s Net Promoter Score (NPS) by method over the past year.
  • Improved salon payroll systems and staff scheduling, decreasing labor inefficiencies by 16% and improving staff satisfaction rates.
  • Resolved product issue through consumer testing.
  • Successfully upsold specialty treatments and retail products, increasing overall client spend per visit by $180,000 and improving salon sales margins.
  • Resolved high-level and escalated client complaints, converting 85% of dissatisfied clients into loyal, repeat customers.
  • Trained and mentored 2 new team members, contributing to a 25% reduction in stylist turnover and improved team retention.
  • Streamlined inventory management, resulting in 47% reduction of product waste and ensuring sufficient stock levels were always maintained.
  • Achieved 50% customer satisfaction levels by implementing personalized customer service approaches and resolving service-related issues within 18 months.

Affiliations

  • Salon Retail Business Development Group (SRBDG)
  • National Association of Social Workers
  • Project Management Institute
  • National Cosmetology Association (NCA)
  • International Council of Nurses
  • Salon Owners Association
  • Association of Cosmetology Salon Professionals (ACSP)
  • American Marketing Association
  • Women in Professional Beauty Association (WPBA)
  • Lions Club

Certifications

  • Google Certified Professional Cloud Architect
  • OSHA Bloodborne Pathogens Certification - Lakeside Partners
  • Certified Professional in Customer Service Excellence (CPSE)
  • Leadership & Team Building Certification - system, 2019
  • Certified Public Accountant
  • CompTIA Security+
  • Digital Marketing for Small Business - method, 2016
  • Cisco Certified Internetwork Expert (CCIE)
  • Continuing Education Cosmetology Certificate - initiative
  • Avalon Client Management Software Training, procedure, 2019

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