Ashley Lynch
Ashburn,Va
Summary
Driven and meticulous leader bringing 10 years' experience in the beauty industry with 7 years of leadership, Hr and training development. Expertise includes managing department goals and team development. Resourceful leader remaining calm under pressure and promoting superior time management and conflict resolution skills. Energetic Recruiter who is self-motivated and results-driven with strong communication, analytical, problem solving and reasoning skills. Devoted to the highest level of customer service through efficient team and customer account management. Committed to meeting big-picture goals by implementing day-to-day improvements while working closely with coworkers to uphold spa and customer service standards of excellence. Great problem-solver and goal-oriented manager.
Overview
12
12
years of professional experience
Work History
Operations Manager
Meridian Massage Spa
04.2023 - Current
- Implemented new inventory management system to optimize stock levels and reduce waste.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Championed organizational health initiatives promoting overall well-being of staff members which resulted in heightened morale and productivity.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Optimized website content for improved search engine rankings and increased web traffic.
- Created and managed social media campaigns to increase brand engagement.
Operations Manager
The Now Ashburn
01.2022 - 04.2023
- Coordinated sales reports, reconciled accounts and made bank deposits
- Created Hr procedures, introduced scheduling system
- Complete oversite of the Hiring and Firing of all staff
- Creation of Monthly/ Weekly/ Daily goal matrixes
- Controlled P&L through scheduling, proper staffing and scheduling
- Insured the spa is always fully equipped with proper sanitation and service needs
- Resolved customer problems by investigating issues, answering questions and building rapport
- Created and delivered weekly schedule assignments to staff members in a timely manner
- Trained staff to deliver outstanding customer service
- Insured all company/ state service laws were instituted and being follow by the staff and guests
- Strengthened work flow productivity by hiring, managing and developing top talent through coaching and improvement plans
- Created fun team building events and challenges.
General Manager
Massage Envy Tenleytown
02.2020 - 12.2021
- Insured all company/ state/ federal service laws were instituted and being follow by the staff and guest
- Resolved customer problems by investigating issues, answering questions and building rapport
- Trained staff to deliver outstanding customer service
- Coaching, staff improvement plans
- Created a re-opening plans/ new safety Covid precautions/upgrades when re-opening during the current pandemic
- Addressed customer inquiries and resolved complaints
- Hiring and Firing of staff.
Spa Manager
Hand and Stone Reston
- Coordinated sales reports, reconciled accounts and made bank deposits
- Resolved customer problems by investigating issues, answering questions and building rapport
- Oversaw all store operations while generating up to $100,000 in monthly sales
- Created and delivered weekly schedule assignments to staff members in a timely manner
- Trained staff to deliver outstanding customer service
- Insured all company/ state service laws were instituted and being follow by the staff and guests
- Strengthened work flow productivity by hiring, managing and developing top talent through coaching and improvement plans.
Store Manager
Aveda Corporation
06.2017 - 03.2019
- Coordinated sales reports, reconciled accounts and made bank deposits
- Resolved customer problems by investigating issues, answering questions and building rapport
- Oversaw all store operations while generating up to $80,000 in monthly sales
- Created and delivered weekly schedule assignments to staff members in a timely manner
- Trained staff to deliver outstanding customer service
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Addressed customer inquiries and resolved complaints
- Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives
- Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action
- Coached and mentor associates to achieve 2 employee promotions
- Supervised and trained a team of 6 while improving store
- Worked with corporate HR for any and all issues, following company/state and federal guidelines
- Strengthened work flow productivity by hiring, managing and developing top talent.
Assistant Store Manager
Aveda Corporation
04.2016 - 06.2017
- Mentored the team on effective upselling and cross-selling techniques
- Handled all scheduling for store shifts to ensure proper staffing at all times
- Assisted in the overall day-to-day operations of the store including continuous development of effective store associates to achieve desired sales and results
- Coached and developed store associates through formal and informal interactions
- Addressed customer issues to ensure swift and successful resolution
- Processed shipments and maintained organized stock shelves
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
- Offered direction and gave constructive feedback to motivate team members
- Educated customers on product and service offerings
- Held each team member accountable for achieving brand and performance goals.
Mentor
Mark Pardo Aveda Institute of New Mexico
11.2014 - 04.2016
- Observed and documented behaviors and actions
- Tracked class attendance and student progress
- Mentored students on Aveda product knowledge and service cycle
- Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to the team
- Addressed customer issues to ensure swift and successful resolution
- Assisted in the overall day-to-day operations of the store including continuous development of effective store associates to achieve desired sales and results
- Collaborated with department heads to identify opportunities, develop timely solutions and create action plans
- Handled all scheduling for store shifts to ensure proper staffing at all times
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
- Responded to the needs and requests of the spa director
- Worked a flexible schedule to accommodate salon needs.
Beauty Advisor
Macy's
09.2011 - 09.2014
- Built and deepened productive and positive customer relationships with high-quality service and a focus on gaining loyalty
- Capitalized on upselling opportunities for additional products and services to increase sales numbers
- Addressed all guest complaints and referred any escalated situations to management.
Education
African history, Classical European history & Media Arts -
University of New Mexico
Skills
- Exceptional leader
- MS Office proficient
- Team-oriented
- Store opening and closing procedures
- Store operations
- Team leadership
- HR
- Hiring/ firing of staff
- Customer service
- Reliable
- Employee training
- Flexible schedule
- Outstanding communication skills
- Event planning
- Marketing
- Customer Feedback Analysis
- POS System Operation
- Budget Administration
- Onboarding, Training, and Development
- Records Management
- Exit Interviews
- Risk Management
- Coaching and Mentoring
- Onboarding and Orientation
- Health and Safety Programs
- Performance Management
- Staff Management
- Organizational Development
- Executive Recruiting
- Human Resources Department Processes
- Retention Strategies
- Diversity and Inclusion
- New Employee Orientation
- Conflict Resolution
- Hiring and Onboarding
- Performance Assessment
- Confidential Document Control
- Problem-Solving
- Employee Development
- Company organization
- Career Development
- Performance Appraisal
- System implementation
- Sales Quota Achievement
- POS Systems and Ordering Platforms
- Up-selling capabilities
- Data Entry
- Decision-Making
- Brand Management
- Performance Tracking and Evaluation
- Human Resources Management
- Vendor relationships
- Expense Control
- Data review
- Cost Assessments
Timeline
Operations Manager
Meridian Massage Spa
04.2023 - Current
Operations Manager
The Now Ashburn
01.2022 - 04.2023
General Manager
Massage Envy Tenleytown
02.2020 - 12.2021
Store Manager
Aveda Corporation
06.2017 - 03.2019
Assistant Store Manager
Aveda Corporation
04.2016 - 06.2017
Mentor
Mark Pardo Aveda Institute of New Mexico
11.2014 - 04.2016
Beauty Advisor
Macy's
09.2011 - 09.2014
Spa Manager
Hand and Stone Reston
African history, Classical European history & Media Arts -
University of New Mexico
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