BRIENNE OWENS

• Point person for all BDM and AE support. Troubleshoot challenges for BDMs and RSMs
• Process all opening order through AlumierMD back-end system (Solidus) and follow up with appropriate notes in

CRM system (Zendesk) to field team, update deals with appropriate stage and dollar value.
• Utilizing CRM system (Zendesk) for all communication involving accounts/partners with appropriate members.
• Communicate with field team on all requests submitted through supportusa email within 1 business day, with

continued follow-up until completion.
• Backorder and Delayed shipments: notify customers of any orders that fall under backorder or delays, as

instructed.
• Send sales reports to field teams: FOC, New door report. Weekly account rankings, total sales processed by COB,

total sales processed from the previous day, dollars to go to 105% for the months, 110% for the quarter, STG

ranking per BDM for the quarter, accounts that haven't ordered in the month/quarter, YTD reports.
• Account Closures: Maintain Monday board, Zendesk, 1:1 with RSMs for quarterly review.
• Trade show tracking and entering leads in ZD within 24 hours.
• Managing BAP: manage Monday board, tag all leads, monitor conversion rates and time stamps/follow up.
• Manage onboarding calendar: send invites, manage timeline/points of action, meet with DOS/RSMs to

determine hosts and relevant parties.
• ZD/Solidus maintenance: moving leads/contacts, territory/reporting line changes.

• Align Mix maintenance.

• Answer all incoming tickets within 1 business day with continued follow-up until completion (closed ticket).
• Answer all incoming phone calls and chats throughout business hours. Answer all questions to the best of ability

and follow up with email if necessary.
• Strive for 100% satisfaction rating on all incoming tickets into the business. If a negative rating is given, respond

within reason to turn the ticket into a positive rating.
• Once per quarter, look for improvements, update macros, review FAQs, and anything additional to help support

the customers and the business for easy accessibility to information.

• Primary support role for the vp of sales, sales and education

team, distributors and direct salon accounts in north America

and Europe

• Responsible for general sales
• Education admin
• Trade-marketing and accounts support in tandem with the

Sales & Operations EA and Accounts department
• Processes orders for direct accounts, web orders, distributor

orders, love direct business, team car stock, dsc/educator

samples and events
• Back support for International and North America accounts to

cover processing of orders when necessary
• Point of contact and support for the MAI warehouse
• Processing customer claims and reporting
• Maintenance of customer/staff contacts
• New Customer Setup & Rollout – ensuring customers are set

up, all departments perform their function in the process and

activities occur in timely manner
• Setup and manage the induction process
• Sales Staff Training – setup and ensure takes place effectively
• Trade-marketing asset activation
• General admin education support in tandem with education

Manager and head office
• Trouble-shooting for sales network

• Sales & Education Support

• Accounts & Customer Care
• General Assistant to the VP of Sales
• Distribution
• Direct Salon Business
• Sales & Operations

• Provide high-touch comprehensive customer service direct to a large luxury salon account base for the Kerastase & SHU Uemura brands
• Responsible for direct interaction with customer accounts and sales force to perform product inquiries, order entry processing and control Manage orders, research issues and bring resolution to complex situations using sound judgment and excellent follow through skills within established authority level
and guidelines for customer service policy and procedure
• Use strong customer service skills to provide luxury service in a timely and accurate manner to internal & external partners

• Responsible for all aspects of managing a single store
had complete operation liability to achieve sales, service, organization, customer satisfaction and profitability goals for the store in compliance with company standards
• Developed and executed short- and long-term plans to achieve goals that were in line with store goals
• Responsible for mapping and execution of floor sets
• Responsible for hiring and onboarding staff

• Dedicated to building relationships with other Pac Sun Store Managers and sharing best practices
• Mentored and developed team to set them up for success

• Ensured that all ad sets, markdowns, price changes, signage organization and execution, planograms and new product cut-ins are implemented and executed in a timely manner
• Addressed section audits, over/under reporting, inventory integrity, and damages and known thefts
• Facilitated and is responsible for daily store replenishment, merchandise flexing process, Key Corporate Communication execution, store cleanliness standards, physical inventory preparations and merchandising and visual standards
• Reported information related to product concerns, top sellers, inventory levels, planograms, resets, and guest comments and feedback to the General Manager or Assistant Store Manager
• Assisted with the promotion and development ULTA sales and loyalty programs to meet or exceed goals
• Managed sales floor and drove retail and salon sales by addressing customer concerns, coaching employees and mitigating product loss
• Trained and performance managed the cashier team
• Accountable for Loss
• Prevention Audit Operations section and meeting On Target standards managed the POS system and all related procedures including cash wrap management, cash auditing and tip reporting
• Ensured all company policies, standards and procedures are maintained and followed in a consistent manner

• Assist the store manager in implementing business and management principles involved in strategic planning, human resources supervision, leadership technique, production methods and coordination of people and resources
• Employ excellent business operation skills to successfully manage, monitor and consistently grow revenues
• Apply sales skills with proven experience in competitive markets including planning and organization, training and development of teams and design and implementation of successful marketing and sales strategies
• Key player in applying efficient and effective communication channels and in delivering the highest level of customer service to diverse customers
• Apply knowledge of principles and processes for providing customer services: customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Systematize standard communications to maintain working knowledge of key issues, strategic goals and objectives, proper work methods and other important processes
•Facilitated three successful national • events that helped surpass company goal
• Maintain partnership with other retailers for events
Prepare and present comprehensive reports on the weekly, monthly, and yearly status of the business.

• Applied broad knowledge in running the million dollar Clinique counter on a daily basis
• Organized the counter by utilizing creative knowledge with the help of 4 girls
• Spearheaded the scheduling and planning of the grand opening of the new counter accommodated corporate employees and free-lance artists during the grand opening
• Managed all aspects of store operations: scheduled employees, recruited new staff, and organized damaged items
• Attended numerous classes for continuing education
• Served as the model for the entire counter
• Consistently achieved daily and monthly sales goals.

• Serve as the primary operations liaison for the North American sales team, offering ongoing support and strategic coordination.
• Manage and maintain Copper CRM: update company/people records, import/export data for sales team use, and ensure CRM integrity.
• Oversee multiple Monday.com boards to track bundle sales, secretome orders, incoming lab samples, and account status (US & CAD).
• Track and support all incoming samples at the Torrance lab, ensuring accurate documentation and reporting.
• Maintain operational boards including the secretome study/account tracker and the car stock/FOC board.
• Review completed partner agreements, notate resale receipts, and coordinate final approvals/signatures with internal stakeholders.
• Manage partner onboarding: add information to Stripe, handle agreement documentation, and ensure compliance.
• Handle full invoicing process for US and Canadian partners; enter data for bundles, FOC, top-ups, replacements, and special orders.
• Coordinate logistics and pickups for practices using Uber and FedEx Same Day.
• Order and track cold chain shipments (Nanocools) via DS2.
• Provide sales education support and updates, troubleshoot issues for sales reps, and support training and onboarding needs.

• Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
• Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency gains.

• Utilized expertise in image and wardrobe in assisting the customers in the selection and coordination of clothing, shoes and accessories
• Functioned as a Department Lead when needed
• Organized and monitored inventory and price verifications
Promoted vendor merchandise and customized attractive displays per company specifications
• Organized customer alterations

• Partnered with retailers and manufacturers in the production of scheduled conferences for sales associates
• All postal needs met for manufacturers' pre- and post-conference.