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Highlights
  • Results-oriented
  • Operations management
  • Excel in Costumer satisfaction
  • Team management
  • Bilingual 
  • Direct sales

Experience
Club Lounge Coordinator / Guest Relations Representative Jan 2016 to Current
Intercontinental Hotel Miami, FL
  • Developed rapport with the VIP clientele by handling difficult issues with professionalism.  
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the team.
  • Monitors the daily activities of Housekeeping, Room Service, Front Desk and Reservations departments to ensure successful VIP guest experience. 
Spa Manager Jun 2013 to Jun 2015
Barba Skin Clinic Miami, FL
  • Delivered a 40% increase of bookings and sales to the business.
  • Implemented a "Cold case recovery" program that required contacting inactive clients.
  • Guided customer service training to groups of 10-15 employees.
  • Participated in event planning and promotion. Created fliers, promotional gift sets and directed event's sales strategies.
  • Managed inventory, orders, employee hours, guest relations as well as daily and monthly reports.
Sales Assistant Mar 2012 to Feb 2013
Mahima For Life Essentials Miami, FL
  •  Successfully increased sales of brand by implementing an educational approach while presenting products.
  • Followed up with leads and future buyers establishing strong relationships.
  • Directed Shipping department and inventory.
Customer Service Manager/ Clinic Assistant/Sales Representative Apr 2011 to Feb 2013
Mahima For Life Wellness Center Miami, Florida
  • Assisted and guided health Ayurveda classes that incorporated nutrition and yoga as part of curriculum.
  •  Successfully increased sales of brand by implementing an educational approach while presenting products.
  • Followed up with leads and future buyers establishing strong relationships.Directed Shipping department and inventory.
Front Desk Agent / Concierge Assistant Apr 2008 to Feb 2010
Intercontinental Hotel Miami, FL
  • Developed the skills to provide excellent service to customers from different cultures, identifying reasons for travel and assertively guiding guests to different purchasing experiences.
  • Adopted a vital work ethic that celebrates difference.
Education
MBA, Hospitality Management 2021 Miami Dade College Miami, FL, USA
  • Bilingual Spanish/English
Massage Therapy 2009 Acupuncture & Massage College Miami, FL, USA
This resume is created in 7 minutes.
Professional Summary
Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.
Skills
  • Exceptional interpersonal communication
  • Customer Relationship Management Software (CRM)
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Exceptional telephone etiquette
  • Negotiation expert
  • Process improvement specialist
  • Adherence to high customer service standards
  • SAP and ERP system knowledge
  • Microsoft Outlook, Word and Excel
  • Inventory control
Work History
04/2012 to Current
Hair Care Shop Supervisor Navy Exchange Bethesda, Maryland
  • Ensure salon cleanliness and maintenance is in keeping with the company's general policy on services.
  • Responsible for taking business goals and developing a quarterly plan of action, with clear steps and measurements and consistently execute to deliver expected results.
  • Responsible for identifying the skill development needed for each salon professional and determining the right resource, including themselves, to develop the skill.
  • Secured 20% of new business through customer referrals.
08/2010 to 04/2012
Spa Manager Xsport Fitness Merryfield, Virginia
  • Responsible for the day-to-day operations of health or beauty spas within the company.
  • Managed the spa's finances, employees and services.
  • In addition to management duties, it was vital to meet sales quotas and customer service satisfaction.
05/2009 to 07/2010
Financial Aid Manager Apollo Group Reston, Virginia
  • Managed financial aid document preparation, processing, retention and archiving.
  • Maintained records of active and inactive students.
  • Responsible to see that all regulatory standards and procedures are met in compliance with federal and state laws.
07/2007 to 05/2009
Office Manager Vangent Falls Church, VA
  • Performed essential duties relevant to clerical, organizational, and executive office operations.
  • Daily sent out reports and data which explained daily production.
  • Assisted executives and management in their daily operational goals.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
10/2006 to 05/2007
Pharmacy Technician Eckerd Pharmacy Yorktown, Virginia
  • Received and filled prescription requests for patients.
  • Filled prescription requests from hospitals, physicians, nurses or directly from the patient.
  • Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
05/2004 to 05/2007
Bank Teller Wachovia Bank Yorktown, Virginia
  • Responsible for receiving and distributing money, receiving loan payments, exchanging foreign currency and others.
  • Looked after accounts payable and receivable.
  • Responsible for all financial transactions in the bank.
  • Responsible for maintaining good rapport with the customers.
Education
Current
Associate of Arts: Business Administration
Strayer University - Washington, DC
  • "Introduction to Call Center Technology" Web Seminar
  • Coursework in Business Administration, Finance and Marketing
June 2006
High School Diploma:
Woodside High School - Newport News, Virginia
Accomplishments
  • Drove record-high sales that elevated the store's ranking in the company from #25 to #7 at XSport Fitness. 
  • Successfully recruited and trained over 90 new customer service representatives.
Affiliations
  • International Customer Service Association

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Professional Summary

Dependable District Manager bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills. Over 10 years experience in business building, sales, multi-unit and retail store operations.

Skills
  • Staff training and development
  • Leadership Development
  • Merchandising/Planogram Execution
  • Strategic vendor/partnership building
  • Staff motivation/engagement
  • P&L Management
  • Budgeting and Allocation
  • Logistics management
  • Risk management
  • Internet marketing
  • Consumer Loyalty
  • Marketing Campaign Management
  • Client Acquisition
  • Event Planning and Execution
Work History
General Manager, 11/2018 to Current
Ulta Beauty Inc.Oklahoma City, OK
  • Leads a team of 5 department managers, ultimately being responsible for all aspects of managing a single retail store, including a full service salon. 
  • Partners with store managers to interview, hire, train and develop team members to build and sustain high in-store performance.
  • Uphold and communicate store processes and visual standards to ensure quality,efficiency , safety and cleanliness.
  • Identify underperforming metrics and conclude strategies that leverage company tools and resources to improve and grow the business.
  • Consistently create environment of associate engagement and growth. Develop culture within the store of open communication and constant learning and customer loyalty to drive sales forward. 
  • Oversee and audit daily operations of retail store, including staffing and training, shrink compliance, inventory control and financial functions.
District Sales Leader, 05/2018 to 11/2018
The Beautiful GroupOklahoma City, Oklahoma
  • Responsible for the overall operations of the Oklahoma territory of stores including sales, team development, and customer experience.
  • Hired and led over 12  store managers and supervisors for the organization.
  • Maximized efficiency by coaching and mentoring management personnel on selling principles, industry practices, company procedures and personal development.
  • Travel to the stores in my district to lead and mentor my teams, also partnered with the Recruiting team to fill open positions in a timely manner.
  • Optimized in-store merchandising, brand presentation and inventory availability and focus.
  • Drove sales for 10-12 stores in the district, generating up to $10M in annual volume.
Retail Salon And Spa Manager, 07/2016 to 05/2018
The SALON by InStyle Inside JCPenneyPlano, TX
  • Managed complete store operations for $2M, 50+ employees, #1 beauty store in the district in Service Sales and 2nd in the country; direct all salon and spa service divisions.
  • Increased sales volume by 12%% in less than 1.5 years.
  • Hired, trained and evaluated personnel in sales and marketing.
  • Led execution of the planogram, merchandising, aisle displays and end caps.
  • Planned budgets and authorized payments and merchandise returns.
  • Scheduled and led meetings for all employees as well as one-on-one coaching sessions.
  • Increased profits and conversion through effective sales training and troubleshooting profit loss areas.
  • Trained and developed new associates on POS system and key sales tactics.
  • Analyze business utilizing performance scorecard metrics
  • Create goals and identify challenges and obstacles using KPI's
  • Established and maintained many vendor partnerships including many elite line brands.
  • Led recruiting initiatives to attract top caliber staff and leaders in the beauty industry.
  • Keen eye for developing staff with leadership potential via promoting and coaching for growth.
  • Resolved employment-related disputes through proactive communication.
  • Maintained internal control and processes for payroll, loss prevention and shrink.
  • Cultivated positive team culture and environment by conducting motivational exercises and creative coaching sessions.
Owner, 07/2009 to 08/2016
Sista Sista Salon & SpaDallas, TX

  • Analyzed industry trends and compiled market research data to inform planning and strategy.
  • Inventoried, ordered and stocked salon product line.
  • Anticipated spa and salon guest concerns and addressed them immediately.
  • Trained salon/spa staff in retail sales and business building; coordinated training for traditional and innovative service offerings.
  • Developed partnerships with local businesses to secure third party promotions.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Preserved brand integrity by monitoring the consistency and quality of marketing content, including social media content.
  • Directed the hiring, training and performance evaluations for salon/spa staff and supervised their daily activities.
  • Managed business finances, including paying vendors and suppliers for products services rendered.
  • Optimized the Sista Sista website and the business social media to boost traffic to the sites.
  • Monitored income expense sheets to track and adjust expenses.
  • Researched public perception and reviews of business and used information gathered to guide strategy development.
Education
Associate of Applied Science: Massage Therapy, 2010
Parker University of Chiropractic - Dallas, TX
  • Coursework in Massage Therapy
  • ​Coursework in Anatomy and Physiology
  • Emphasis in Medical Massage Therapy

Cosmetologist: Instructor/Manicuring, 2003
Aveda Institute - New Orleans
  • Coursework in Manicuring
  • Emphasis in Instructor training
Bachelor of Arts: Marketing Southern University - New Orleans, LA
  • Coursework in Marketing
  • Emphasis in Business Administration
Certifications
  • Licensed Nail Technician
  • Licensed Massage Therapist
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Professional Summary:
To contribute to all aspects of your business.  I have the drive and motivation to invest myself in all areas of your practice and to exceed your expectations.  My professional goal is to provide a comprehensive assessment of the client's needs by offering safe, effective treatments.  I am certified in the use of the latest Laser and Light-based treatment modalities to provide comfortable, non-invasive cosmetic treatments in a safe and ethical environment in order to enhance cosmetic skin care.  I have great respect and passion for the industry and I am always looking for opportunities to learn and grow.
Treatment Experience:
  • Laser Hair Removal - Candela 755/1064
  • Laser Hair Removal - Quanta 1064 ND:YAG
  • IPL/BBL Photo Facial - Quanta Forte - acne, pigmentation, vascular irregularities
  • eMatrix/Halo - Sciton Joule
  • Tattoo Removal - Quanta Evo Q-Plus 
  • Cellulite Reduction - Syneron VelaShape 
  • Micro-needling - Eclipse MicroPen
  • Sublime - Candela eTwo
  • Ablative/Non-Ablative Skin Resurfacing 1064/1540
  • Vascular and Pigmented Lesions - Candela Gentle Max Pro
Employment History:
Executive Assistant, 09/2015 to 08/2016
Jack Link's Protein Snacks Minneapolis, MN
  • Managed daily calendars, high volume of emails and phone calls.
  • Organized all travel plans.
  • Maintained weekly expense reports, credit card audits, mileage reports and org charts.
Supervisor/Server/Hostess, 01/2013 to 08/2015
Lakeside Steak & Chop House Glenwood, MN
  • Hired, trained, evaluated and disciplined service staff.
  • Responsible for all service staff scheduling.
  • Obtained revenues, issued receipts, and accepted payments.
Business Team/Finance Coordinator, 05/2010 to 03/2013
Best Buy Corporate Richfield, MN
  • Administrative support to Vice President, 2 Directors, and team of several sales people.
  • Managed domestic and international travel, calendars, meetings and calls.
  • Created and refined all business processes for the Media Network.
  • Developed Proof of Performance documents for clients.
  • Owned relationships with merchants, vendors and agencies.
  • Prepared and submitted expense reports.
  • Coordinated new hire operations.
  • Organized sales strategy meetings to forecast and track projections.
  • Tracked incoming/outgoing dollars.
  • Generated and distributed invoices for monthly activity and cost.
  • Monitored dollars for collections.
Recruit Coordinator, 01/2006 to 04/2010
Foster Klima & Co Minneapolis, MN
  • Provided administrative support to Vice President and Director with personal practices and unit management.
  • Coordinated and managed workshops, education, training, speaking engagements, industry events and college career fairs.
  • Maintained weekly reports and meeting agendas.
  • Processed candidate applications and completed background checks.
  • Assisted with candidates becoming industry licensed.
  • Established vendor relations.
  • Assisted in continuing education filings with state insurance department and continuing educations vendors.
Spa Manager / Esthetician, 04/2003 to 02/2007
LifeSpa Savage, MN
  • Hired and trained new employees.
  • Assisted employees to set and achieve goals.
  • Coordinated schedules of 25 employees.
  • Processed paperwork for payroll.
  • Managed and maintained strict annual budget.
Education
Laser Technician : National Laser Institute - Scottsdale, AZ

Esthetician License / Massage Therapy License : Aveda Institite - Minneapolis, MN
Certifications

Microneedling Certificate

ProFractional Certificate 

Laser Safety Officer Training 

CPR Certified - May 2017