Amber Carey
Albuquerque,NM
Summary
Organized leader specializing in project and administrative coordination, enhancing operational efficiency through meticulous attention to detail and compliance. Analytical manager with strong prioritization skills, fostering team collaboration to ensure accurate project tracking and successful outcomes.
Overview
1
1
year of post-secondary education
20
20
years of professional experience
Work History
Customer Loyalty Specialist
T-mobile
Albuquerque
07.2021 - Current
- Negotiated loyalty offers to retain customers facing cancellation, successfully preserving accounts
- Resolved T-Mobile customer retention calls through account review and plan options
- Re-established customer trust in company through tailored retention offers aligned with individual needs
- Promoted customer retention by using exceptional interpersonal skills.
- Handled complaints with clear communication and calm problem solving
- Resolved customer complaints related to their experience with the loyalty program.
- Guided customers through device upgrade choices and wireless plan adjustments
- Explained billing details and service changes using T-Mobile support systems
- Reviewed account history to identify service issues and renewal opportunities
- Coordinated with T-Mobile teams to support escalations and customer follow-up
- Documented customer interactions in CRM, ensuring accurate service notes for future reference
- Analyzed data on customer engagement and identified opportunities for further improvements.
- Worked closely with marketing team on promotional campaigns designed to encourage participation in the loyalty program.
- Conducted research into competitors' loyalty programs and recommended strategies for improving our own.
- Negotiated customer agreements that satisfied business needs and customer concerns.
General Manager
Lucky Brand
07.2020 - 07.2021
- Managing the store, both retail and company, inventory, including loss prevention through theft and breakage
- Created employee schedules, assigned responsibilities, and monitored execution to ensure operational efficiency in the store
- Trained new employees, provided ongoing education, and evaluated staff performance based on established metrics
- Trained new employees on store policies and procedures and provided ongoing education for employees and evaluated staff based on performance-based metrics
- Coordinated advertising campaigns to attract new customers and retain current customers, including in-store and external promotions
General Manager
Bare Minerals
07.2018 - 06.2020
- Oversaw daily operations of the boutique, ensuring efficiency and customer satisfaction.
- Recruited and trained management and staff to build a high-performing team.
- Managed payroll processing and employee scheduling
- Oversaw payroll administration and staff scheduling
- Established clear expectations for boutique operations and policies
- Coordinated and executed engaging in-store events
- Performed opening and closing tasks, including managing cash registers and ensuring store readiness.
- Coached management to foster team growth and development.
Prestige Beauty Manager
Ulta Beauty
05.2015 - 07.2018
- Educated myself and team members of all products throughout Prestige and the entire store.
- Coordinated various in-store events to engage customers and promote products.
- Educated myself and team members of all products throughout Prestige and the entire store.
- Coached associates on delivering exceptional customer experiences and achieving daily sales goals.
- Facilitated open communication with vendors to ensure timely stock replenishment and product availability.
- Conducted training sessions for team members on Prestige products and services.
- Responded to guests' inquiries and created positive solutions.
- Verified that Prestige products were fully stocked at the beginning of each shift to ensure availability.
- Performed opening and closing duties, which included managing cash registers and preparing the store for operation.
Color Specialist
Sephora
05.2011 - 05.2015
- Executed daily operations including sales goals, cash handling, inventory management, stocking, customer service, and client greetings.
- Educated customers on brands, ingredients, and new trends.
- Informed customers about brands, ingredients, and emerging trends to enhance their shopping experience.
- Achieved certification as a makeup artist after completing training at Sephora University.
- Developed a comprehensive client portfolio by actively engaging with new customers and understanding their needs.
Pink Beauty Category
Victoria's Secret
02.2007 - 05.2011
- Lead meetings and educate associates on new products.
- Performed opening and closing duties, including managing cash registers.
- Designed and implemented floor layouts for optimal product placement.
- Lead meetings and educate associates on new products.
- Trained associates on store standards, ensuring consistent execution across the team.
- Ensured team maintained clear vision on daily goals and sales targets to drive performance.
- Resolved customer concerns with effective solutions to enhance satisfaction.
- Maintained organized inventory levels within store to meet demand.
Education
Some College (No Degree) - BUSINESS
COMMUNITY COLLEGE OF CENTRAL NEW MEXICO
Denver, CO 08.2006 - 05.2007
Some College (No Degree) - BUSINESS
COLORADO CHRISTIAN
Denver, CO 08.2007 - 05.2008
Skills
- Customer Retention
- Retention negotiation strategies
- Customer management
- Account management
- Escalation handling
- Customer service
- Interpersonal Skills
- Communication Skills
- Problem solving
- Conflict resolution
- De-escalation
- Attention to detail
- Relationship building
- Brand Loyalty
- CRM software
- Training/Onboarding
- Employee Engagement
- Staff Development
- Management
- Work prioritization
- Time management
- Teamwork skills
- Call management
- Call performance metrics
- Inventory Control
- Order fulfillment
- Audits
- Financial Reporting
- Microsoft Office
- Accounting
- Remote office availability
- De-escalation
Personal Information
Title: MANAGER
Timeline
Customer Loyalty Specialist
T-mobile
07.2021 - Current
General Manager
Lucky Brand
07.2020 - 07.2021
General Manager
Bare Minerals
07.2018 - 06.2020
Prestige Beauty Manager
Ulta Beauty
05.2015 - 07.2018
Color Specialist
Sephora
05.2011 - 05.2015
Some College (No Degree) - BUSINESS
COLORADO CHRISTIAN
08.2007 - 05.2008
Pink Beauty Category
Victoria's Secret
02.2007 - 05.2011
Some College (No Degree) - BUSINESS
COMMUNITY COLLEGE OF CENTRAL NEW MEXICO
08.2006 - 05.2007