AVA BURCH
MANKATO,UNITED STATES
Summary
I am a skilled worker and analytical problem-solver with talents for team building, leading, and motivating. Utilizing my customer service experience I have developed quality customer relations skills and the ability to build relationships. I work to positively impact company success through training, monitoring, and morale-building abilities. By using creative experiences and engaging communication, I hope to assist businesses in forging deeper bonds with their customers. I want to use my expertise and talents in an exciting new role.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Merchology
09.2022 - Current
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to the correct team.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Prestige Beauty Advisor
Ulta Beauty Company
06.2021 - Current
- Received promotion 3 months after starting-
- The prestige beauty advisor position is elevated above the lead cashier and beauty advisor
- As the prestige beauty advisor, I am responsible for the store hitting daily sales goals and keeping prestige sales penetration above 50%
- Assist customers with specific needs, including hair care, skin care, and cosmetic application along with instructional information customized to each customer’s needs
- I was expected to train new employees on prestige products and the process of tailoring baskets for each customer, since my promotion I have trained roughly 10 employees
- I also had extra training sessions with brand ambassadors and used this training to host events to sell new products to reach a sales goal, I have hosted three events in the past 10 months, and each event reached the sales goal.
Beauty Advisor
Ulta Beauty Company
03.2021 - 06.2021
- While I was in the regular BA position my main task was helping customers at the cash wrap, assisting them with any questions they had about products, and processing their returns or exchanges
- I put through online orders for customers, where we find the items in our online store and fill out the online order forms for them
- On an average day, I would assist over 120 customers and complete 15 online orders
- All employees have loyalty and credit card sign-up goals to make for the store to reach its overall goal, I was consistently in the top category for both
- In my first three months, I had the highest Credit Card applications per transaction percentage at 2.35 applications per 50 transactions, which was also the highest in our district
- We used daily micro-training videos to advance our knowledge of products or brands, I completed 25 training courses monthly
- Ulta also provided online training courses for employees, I understand how to navigate Kronos workforce training systems as well as LinkedIn training courses to further my knowledge to better help customers and my coworkers.
Barista, Starbucks Corporation, Twin Cities
11.2016 - 01.2021
- Minimized drawer errors by accurately inputting orders and processing payments
- Helped support company goals by assisting with cleaning tasks, customers’ needs, and supply support
- I was expected to memorize over 50 drinks recipes and be able to customize them for each customer, on a daily average I made over 240 drinks, the majority of those drinks are customized
- I was active in my training courses to learn about Starbucks as a business and how to efficiently help customers while keeping up standards
- Over the course of my time at Starbucks, I have trained over 40 employees, and completely my own training to become a Master Barista, a position Starbucks no longer offers
- I welcomed guests with a positive and friendly attitude, I answered questions about products and the customization process
- I would use my training to educate customers about Starbucks’s coffee process and the different bean options available
- Cleaned and sanitized work areas, pitchers, and equipment, as well as common areas like lobbies, bathrooms, and atrium.
Education
Bachelor of Science - Marketing
Minnesota State University - Mankato
Mankato, MN05.2022
Marketing - Social Media Marketing
Minnesota State University
Mankato, MN05.2022
Consumer Behavior - Business Poilcy and Strategy
Minnesota State University
Marketing Management
Minnesota State University
International Marketing
Minnesota State University
Bachelor of Science -
Professional Selling
Mankato, MNBachelor of Science - Professional Selling
Mankato State University
Mankato, MN05.2022
Skills
- Customer Relationship Management
- User Experience
- Business Development Strategies
- Multitasking Skills
- Database Management
- Excellent Communication Skills
- Project Management Skills
- Self Motivated
- Strong Leadership Skills
- Customer Service and Assistance
Timeline
Customer Service Specialist
Merchology
09.2022 - Current
Prestige Beauty Advisor
Ulta Beauty Company
06.2021 - Current
Beauty Advisor
Ulta Beauty Company
03.2021 - 06.2021
Barista, Starbucks Corporation, Twin Cities
11.2016 - 01.2021
Bachelor of Science - Marketing
Minnesota State University - Mankato
Marketing - Social Media Marketing
Minnesota State University
Consumer Behavior - Business Poilcy and Strategy
Minnesota State University
Marketing Management
Minnesota State University
International Marketing
Minnesota State University
Bachelor of Science -
Professional Selling
Bachelor of Science - Professional Selling
Mankato State University
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