professional with 5+ years of experience in customer service and 2+ years in
Client-focused, self-motivated and driven
individual who has a proven record of exceeding sales targets and handling
daily operations effectively by engaging presentation and negotiation skills.
In-depth knowledge of principles and processes
of customer needs assessment,
meeting quality standards for services, and
evaluation of customer satisfaction.
Exceptional organizational skills and adaptability
Analytical thinking geared towards problem solving.
Ability to find conflict resolution without losing self composure.
Excellent communicator both written and verbal.
Efficient under pressure
Recognized for superior
performance as “Wellness Advisor” of the year in 2015.
Rapidly promoted from initial front desk associate
Closed at 40% in membership
sales in 2015.
01/2015 to Current
Assistant General ManagerMassage Envy － Fairfax, VA
Manage daily operations of the
clinic generating thousands in daily revenue.
Oversee a staff of 6-8
wellness consultants, 16 licensed massage therapists, and 3 licensed estheticians.
Hire and train staff in sales/customer
service, create schedules, and handle discipline issues.
Conduct quarterly and annual performance
Direct sales strategies,
individual goal setting and incentives.
Execute clinic wide
goals using the “Four Disciplines of Execution” by making weekly commitments
and tracking progress with each goal and lead measure.
Participate in weekly phone
conferences to represent the clinic among the organization.
Communicate with guests, members, staff, and upper management by phone
and email in a positive and respectful manner consistently.
Provide high quality and professional customer care to members and
Respond to promoter and detractor
customer experience surveys within a timely manner.
Maintain inventory of retail
and supplies required for use in the clinic.
Oversee the process of
membership sales and coach when necessary.
Sell memberships by building rapport with guests and pitching the
various benefits of holding a membership.
Schedule appointments, file charts,
maintain organization and cleanliness of the office, front desk, lobby, members
lounge and therapy rooms.
Resolve member issues and make adjustments on their accounts including
billing, transfer requests, and renewing memberships.
05/2014 to 04/2015
Tanning ConsultantPalm Beach Tan － Falls Church, VA
customer experience by providing a warm environment with impeccable customer
Sold memberships and packages to customers to best suit their skin type.
Enlightened guests on the various benefits of holding a membership and using a daily skin care
Served as the manager on duty and maintained high standards of cleanliness of
tanning equipment, rooms, and general areas of the salon.
Responsible for retail sales operations as shift leader and thorough
open/close procedures. Including bank deposits, accounting for products in a
daily inventory, and generating reports to track discrepancies.
Set sales driven goals daily for the salon with a focus on increasing
memberships and retail products sold by each tanning consultant.
Stocked shelves and tested tanning equipment to ensure safety and effective
10/2010 to 04/2014
Shipping Books International － Dulles, VA
proper wrapping and packaging of materials by following established protocol
for securing items.
Processed, secured, and shipped electronic, mailed, and phoned orders via
FedEx, UPS, and other means of pick-ups.
Managed return orders and processing of paperwork for reimbursement of funds.
Kept an organized filing system for orders shipped and those needing shipment
Maintained cleanliness and organization of shipping area.
06/2010 to 10/2010
Customer Service RepresentativeCVS/pharmacy － Manassas, VA
customer with a friendly smile and assisted in their shopping experience both
on the floor and during check-out.