Briana Lerma
Pasadena,CA
Summary
Friendly and passionate about serving customers well while exceeding customer expectations and maintaining poise and sense of humor in demanding environments. Strong history of exceptional service in customer service establishments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Licensed Massage Therapist
Burke Williams
09.2021 - Current
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Enhanced client satisfaction by providing personalized and effective massage therapy sessions tailored to individual needs.
- Increased client retention by establishing strong rapport through attentive listening and empathetic communication.
Licensed Massage Therapist
Independent Massage Therapist
06.2020 - 09.2021
- Maintain flexible scheduling window in order to schedule appointments for clients around their needs
- Deliver a great customer experience, attending to their needs while building a relationship
- Suggest products and additional needs based on the individual customer profile
- Increased client retention by establishing strong rapport through attentive listening and empathetic communication.
Licensed Massage Therapist
Hand and Stone
01.2019 - 06.2020
- Consistently meet monthly goals for selling programs and memberships
- Massage clients in many styles of massage including Deep Tissue, Hot stone, Himalayan salt stone, Swedish and Sport massage
- Took continuing education workshops in order to provide the best and current experience
Dog Trainer, Pet care specialist, Reservation Sales Specialist
Elaine pet resort
02.2017 - 02.2019
- Build a customer friendly experience and connect with owners and their animals
- Execute daily routines from scheduled and flexible tasks
- Build customer relations and return business by developing a personal relationship with customers
- Received the most customer compliments and star awards
- Monitor employee behaviors and provide coaching
- Exceed reservation sales goal by over 10% during each evaluation cycle, number 1 sales in the office for add-on sales
- Reduced dog behavioral issues through consistent application of positive reinforcement techniques.
Bar Supervisor
Hard Hats Sports Bar
04.2013 - 02.2017
- Enhanced customer satisfaction by implementing efficient bar operations and service standards.
- Reduced waste and costs by optimizing inventory management and beverage ordering processes.
- Increased staff productivity through effective scheduling, task delegation, and performance monitoring.
- Improved team morale by providing ongoing support, training, and opportunities for professional growth.
Assistant dog trainer
Master Dog Training
02.2015 - 04.2016
- Read animal body language, Establish positive behaviors in training, teach and train customers
- Evaluate animals to determine their temperaments, abilities, or aptitude for training
- Accustom canines to human interaction, voice and hand commands
- Conduct training programs to develop or maintain customer desired animal behaviors for bodyguard, attack, companion and obedience training
- Feed, exercise animals and general care
- Observe animals' physical conditions to detect illness or unhealthy conditions requiring medical care
- Enhanced dog obedience by implementing positive reinforcement techniques and clear communication strategies.
Bartender
Friar Tucks Bar
03.2012 - 12.2013
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Certified Nursing Assistant
Claremont Care Center
01.2009 - 08.2012
- Care Planning, caregiver and patient assessment
- Responsible for basic health conditions of living quarters of all assigned patients
- Assist with daily exercise and health planning to ensure a positive and constructive stay
- Maintain a friendly and positive relationship with the patient and family at all times
- Lead for event planning and weekly activities coordination and agenda
Skills
- Flexible and dedicated Quickly learn and implement new ideas and processes Adjust to change to ensure success of company objectives Great organizational skills with the ability to multi-task
- Excellent written and verbal communication skills Work well with all levels of employees to include management staff
- Creates a fun and friendly atmosphere, very much a people person and comfortable in large groups, always able to make a connection with the customer
Certification
- LMT - Licensed Massage Therapist
- MLD-Manual lymphatic Drainage Certified
Timeline
Licensed Massage Therapist
Burke Williams
09.2021 - Current
Licensed Massage Therapist
Independent Massage Therapist
06.2020 - 09.2021
Licensed Massage Therapist
Hand and Stone
01.2019 - 06.2020
Dog Trainer, Pet care specialist, Reservation Sales Specialist
Elaine pet resort
02.2017 - 02.2019
Assistant dog trainer
Master Dog Training
02.2015 - 04.2016
Bar Supervisor
Hard Hats Sports Bar
04.2013 - 02.2017
Bartender
Friar Tucks Bar
03.2012 - 12.2013
Certified Nursing Assistant
Claremont Care Center
01.2009 - 08.2012
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