Bina Njovu-Adams
Los Angeles,CA
Summary
Diplomatic, high-energy, and focused intrapreneur. Experience in customer service, consultative sales management, customer retention and customer base growth.
Driven to improve process, internal & external client communication, build strong team relationships, boost company revenue and market share.
Overview
11
11
years of professional experience
Work History
Keyholder
Goop
05.2022 - Current
- Currently managing daily opening and closing operations for the high-traffic retail store Goop Brentwood Country Mart, Santa Monica
- Accurately handling cash registers and securing financial deposits.
- Providing personalized customer assistance by analyzing needs and staying updated on personal luxury lifestyle with focus on Fashion, Fine Jewelry, Skin Care, Beauty & Home Design market trends, contributing to an increase in repeat business by 22%.
- Currently driving fashion sales with a value of $11K - $27K per month.
- Maintaining inventory management, ensuring optimal stock levels through efficient unpacking and restocking.
- Conducting meticulous cash drawer audits.
- Maintaining an immaculate and organized store environment, enhancing customer experience and receiving positive feedback on store audits every first Thursday of the month.
- Monitoring and analyzing key sales performance metrics, delivering brief and comprehensive reports that contribute to data-driven decision-making.
- In-store team leader serving on a cross-functional team of 4 members, driving sales goals between 12% - 25% YTD, collaborating with team members and communicating relevant information key to performance.
- Engineered a lucrative partnership between our lead buyer and a premier local jeweler, catalyzing a high-end event that contributed positively to weekly, monthly and quarterly KPIs - ADT, DPT, SPH.
- In-store event management, managing personal invites for client attendance, social media invites and driving event sales.
- Training team members "How To Style" using pieces in store.
- Dynamic intrapreneur with a proven track record in customer-centric roles. Excels in consultative sales management, increasing customer retention and contributing to customer base growth. Passionate about streamlining processes and bolstering communication both internally and externally. Adept at forging strong team relationships, and driving company revenue and market share.
Stylist Sales Associate
MCM
07.2019 - 05.2020
- Connected and engaged with customers to understand styling needs.
- Fostered inclusive environment to make customers feel welcomed.
- Handled special requests from VIP clients, liaising with personal assistants and private buyers.
- Exhibited exceptional product knowledge of traditional and recent trends in fashion, continuously exceeding quarterly corporate performance metrics.
- Supported sales floor, cash wrap and back of house to catalyze daily operations.
- Leveraged associate education tools to build product and styling knowledge.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Achieved 87% of annual goal of $237K for 2019 (Hired in July)
- Managed efficient cash register operations.
Public Relations & Personal Assistant
TakeOver Entertainment Record Label
11.2015 - 04.2020
- Artistic Creative Energy Representative
- Public Relations and communications - one sheet, press releases, media outlets, social media
- Developed original content for blog posts and website articles.
- Helped plan and execute private client events.
- Prepared social media posts and videos with eye for viral content strategies.
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
- Oversaw professional social media messaging through content development, follower engagement, social listening, trend analysis and by leveraging competitor research.
Assistant Manager
Brilliant Earth
11.2018 - 04.2019
- Management of in person interviews and reinforcing transitional location based training
- Management of three direct reports and team lead to 8-person team
- Management of $3-4M quarterly targets
- Achieved $18M target for 2018
- Team incentive management and building exercises
- Brand management - Instagram Influencer in person meetings and introduction to Brilliant Earth brand
- Customer in person consultations and relationship development - education of diamonds, gem stones, precious metals, company mission, order process, delivery date management and social platform business reviews i.e. yelp and bizrate
- Customer conflict resolution management
- Maintenance of team schedule to provide coverage for all necessary/ forecasted duties and appointments.
- Collaboration across departments on special projects in order management, inventory, merchandising, and fraud prevention.
- Communication with sales, production, and fulfillment teams regarding customer timelines (SLAs)
- Formulation and implementation of policies and procedures to ensure smooth business operations - best practice luxury customer experience; best practice pipeline and consultative sales management.
Customer Team Lead
Brilliant Earth
07.2018 - 04.2019
- Opening and closing of business
- Team Leader for sales and customer service of a 9-person team
- Mentor and recruitment lead
- Providing offsite and onsite sales and customer service training
- Creation of business to customer email templates
- Working on company culture improvement and staff retention program
- Construction and feedback of 1:1 weekly team appraisal meetings
- Bi-weekly mentoring and sales strategy meetings
- Oversight for Team weekly and quarterly goals
- Construction of weekly team incentives
- 100% customer conflict resolution status
- 20-50% close for first time buyers i.e. first appointment sales close
- 98% customer retention status i.e. returning customers not first time buyers
- Achieved $3Million revenue year to date Jan 2017 - September 2018 (personal achievement)
- Achieved $2.7m for Q3 Team Goal
Customer Experience Associate
Brilliant Earth
01.2017 - 07.2018
- Provided effective demonstration of alarm systems for business and representative protection
- 1 hour customer consultations i.e. scheduling and taking upwards of 23-25 client meetings per week since March 2017
- Empowering customers with skills of website usage, diamond, metal and gem stone knowledge
- Monitoring post sale customer service needs
- Coordinating and communicating with the order management, customer service support, gemology, fraud, production and shipping departments to deliver customer orders by designated delivery dates
- Spearheaded the streamlining of the order management system to reduce manual administrative duties by creating macros that carry out the work automatically i.e. email templates; reducing admin by 3-5%
- Boosted sales conversation rates to 33.33% on location
- Increased use of payment options such as the use of layaway and financing options by 15%
- 2017 annual revenue of $1.2M
- Maintaining relationships with existing and returning customers
- Maintaining relationships with existing and returning customers
- Maintaining relationships with existing and returning customers
Campaigns' Account Manager
Virgin Media Business
04.2013 - 04.2015
- Developed new business accounts $1.82m year-end 2014 and finished 2015 first quarter above target with base of $2.80m for new campaigns
- Virgin Media Business award and recognition for increased sales of 59.1% percentage first quarter 2014
- Self generated 92% of new business and retained 89% of existing customers
- Interim Team Leader - directed, mentored and trained up to 22 new Small to Medium Business team members
- Inbound and outbound Business to Business (B2B) consultative sales with 30% overall increase in sales pipeline from 2013 to 2015
- Personal and company marketing to reinforce brand awareness for new and existing customer bases via email, telephone, and face to face in social and business environments led to 22% increase in positive interaction with customers based on customer surveys
- Advocated streamlining business operations involving communication, pricing, order confirmation and process
- Reviewed customer profiles and business accounts to identify customer needs for business technological transformation, consolidation and enhancement
- Salesforce.com use and knowledge
- Raised over 1,000GBP for Children In Need as a fundraising manager
Education
Bachelor of Arts - Business Economics Honors
Manchester Metropolitan University
Manchester2010
Skills
- Outlook
- Microsoft office - word, excel, publisher & powerpoint
- Netsuite
- Salesforce
- Stock management
- Time Management
- Sales Development
- Good communication skills
- Brand Promotion
- Customer Service Management
- Team training and development
- Cash Handling
- Loss Prevention
- Bank Deposits
- Store maintenance
- Daily Reporting
Affiliations
04/2005 - 04/2008 Volunteered at Southwold Nursing Home for the Elderly
Reading and creative activities
06/2002 - 04/2004 Peer Mediation and anti-bullying campaign at Whalley Range Business College
Timeline
Keyholder
Goop
05.2022 - Current
Stylist Sales Associate
MCM
07.2019 - 05.2020
Assistant Manager
Brilliant Earth
11.2018 - 04.2019
Customer Team Lead
Brilliant Earth
07.2018 - 04.2019
Customer Experience Associate
Brilliant Earth
01.2017 - 07.2018
Public Relations & Personal Assistant
TakeOver Entertainment Record Label
11.2015 - 04.2020
Campaigns' Account Manager
Virgin Media Business
04.2013 - 04.2015
Bachelor of Arts - Business Economics Honors
Manchester Metropolitan University
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