Natural leader experienced in driving successes by coaching and motivating team members to increase profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, leverages cross-functional personnel, technology, and metrics to improve customer experiences and contribute to company success.
Skills
Client Relationships
Customer service
Sales
Team management
Business processes
Program development
CRM
Written and verbal communication
Performance management
Conflict resolution
Education
James Madison UniversityHarrisonburg, VAExpected in 05/2009 – –BBA:Marketing - GPA:
Awarded Dean's List Honors
Member of Phi Chi Theta (PCT) National Business Fraternity
Elected to Executive VP for PCT for 2008-2009
Attended the University of Antwerp, Spring 2008
Employment History
Markel Corporation - Director of Client Services Plano, TX, 05/2018 - Current
Directs and manages over 50+ domestic and international employees.
Decreased customer service claims by 50% within 6 months.
Organized daily workflow and assessed appropriate staffing to provide optimal service.
Handled customer complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Organized and hosted an annual client gala which, through sales at the event, generated $642,000 in revenue.
Created and staffed a Miami-based customer service department.
Successfully rolled out a new CRM platform, Salesforce.
Set and achieved departmental benchmarks and budgets through team management, mentoring, and consistent development.
Perform customer service training, domestically and internationally, to improve customer service at all points of customer interaction, including at the point of sale, and fostering cohesive customer service policies and procedures throughout the retail stores and corporate offices.
Continuously analyzing and improving upon customer service workflow and operations, and reducing the average lead-time of claim resolution.
Collaborate with other departments, such as marketing, legal, finance, and business development, on various projects.
Facilitate the expansion of the company's industry presence and reputation by working closely with external organizations such as the Better Business Bureau (BBB), the Jewelry Vigilance Committee (JVC), and various media companies.
Publicis Groupe - Flagship Store Manager- Womens West Chicago, IL, 10/2016 - 05/2018
In charge of Women’s RTW, Runway, Children’s, and Shoes.
Oversaw and managed the highest contributing department driving 48% of annual revenue.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Owned recruitment, onboarding, training, and development as well as formal performance management.
Chosen to join a team of 15 to implement and curate client development trainings for North America.
Grew the women's business by 22% YOY through cross functional communication and business analysis.
Jockey International, Inc. - Client Development Manager Oshkosh, WI, 11/2014 - 10/2016
Created and improved client development tools, such as client tier tracker, new client growth program, and a lapsed client initiative, and spreadsheets to streamline business processes across the entire retail channel.
Coached a tenured staff of 15 full-time Wardrobe Specialists on sales techniques.
Increased revenue by $1 million in 2015 with decreased foot traffic of almost 18%.
Grew revenue generated by appointments by 18% through client development initiatives over 2 years.
Generated and followed up on leads by making contact with prospects and creating interest in the company.
Increased number of active clients by 662 in 2016 through prospective events and concierge programs.
Assisted the General Manager in the development of the “Host on Duty” program.
Grew the number of million-dollar sellers or “books” by 21% and assisted the companies first two-million-dollar book achieve target in 2015.
Implemented and enhanced the client development program known as the “St. John Experience”, and subsequently trained store managers throughout the region on how to implement the program in their location.
Represented company at various industry events, meetings, and conferences to solidify existing and new client relationships with partners such as the Lincoln Center Corporate Fund, Crain's New York Magazine, and the Samuel Waxman Cancer Research Foundation.
Michael Kors - Associate Store Manager City, STATE, 09/2010 - 10/2014
Managed the daily operations of the Madison Avenue Global Flagship with $8 million dollars in annual sales.
Increased revenue by 13% YOY through people development of a staff of 22+.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Trained store management and sales teams for new regional store openings.
Implemented operational standards as outlined by the company audit and partnered with various corporate departments to develop and enhance new systems including a “back of house” guide.
Affiliations
Association to Benefit Children (ABC School), Volunteer, 2017-Present
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