Carline Prime
Saint Albans,NY
Summary
Proven leader at Victoria’s Secret, adept in team management and client advocacy, significantly enhancing customer experience and team performance. Skilled in coaching, with a knack for problem-solving and multitasking under pressure. Expert in driving sales and operational efficiency, fostering a culture of continuous improvement and excellence. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Customer Experience Team Lead
Victoria’s Secret
Queens, NY
06.2022 - Current
- Played an instrumental role in launching new products or services by coordinating efforts across departments and ensuring seamless integration into existing customer support processes.
- Coordinated training sessions for new hires, ensuring they were equipped with the necessary skills to provide excellent customer service from day one.
- Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Monitored employee attendance and punctuality, addressing issues promptly to maintain optimal staffing levels.
- Managing labor hours within the store to drive top-line sales and profit.
- Optimized workforce management processes for improved forecasting accuracy, enabling more effective scheduling practices aligned with business needs.
- Managed scheduling of staff shifts to ensure adequate coverage during peak hours
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
Bra Fit Expert
Victoria’s Secret
Queens, NY
11.2015 - 06.2022
- Assisted customers in finding the perfect fit, resulting in a high rate of repeat business and referrals.
- Built strong relationships with clients by fostering trust, understanding their needs, and ensuring they felt comfortable during fittings.
- Led in-store events and promotions to generate excitement around new product launches or seasonal offerings.
- Educated customers on proper bra care and maintenance to extend product life and enhance comfort levels.
- Enhanced overall shopping experience by maintaining a clean, organized, and visually appealing fitting room environment at all times.
- Utilized extensive product knowledge to confidently address customer inquiries about various styles, materials, sizing options.
- Worked closely with team members to create a positive work environment where everyone felt supported in achieving their goals.
- Contributed to store success through inventory management tasks such as receiving shipments, restocking shelves, and conducting regular audits.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Lingerie and Beauty Supervisor
Victoria’s Secret
Queens, NY
01.2009 - 11.2015
- Mentored staff members, enhancing their skills and improving overall team performance.
- Maintained a clean and inviting store environment to enhance the overall customer experience.
- Implemented visual merchandising strategies to attract customers and boost sales.
- Trained new employees on company policies, procedures, and product knowledge for seamless onboarding experience.
- Analyzed sales trends to identify opportunities for improvement or expansion of product offerings.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Analyze data to determine approaches to improve sales and performance.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding development plans.
Sales Associate
Victoria’s Secret
Queens, NY
10.2007 - 01.2009
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
Customer Service Representative
David’s Bridal
Westbury, NY
04.2005 - 09.2007
- Managed high-stress situations effectively, maintaining professionalism
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Streamlined appointment scheduling and follow-up processes for improved customer experience.
- Implemented innovative visual merchandising strategies to attract clientele and showcase unique bridal designs effectively.
- Maintained detailed records of customer interactions to provide timely follow-ups regarding upcoming appointments or fittings.
- Enhanced client satisfaction by providing personalized bridal styling consultations and recommendations.
Education
Liberal Arts And Sciences
Queensborough Community College of The City University of New York
Oakland Gardens, NYSkills
- Team Management
- Coaching and Mentoring
- Feedback Delivery
- Client Advocacy
- Problem-Solving
- Multitasking Abilities
- Calm and Professional Under Pressure
- Decision-Making
- Team building
- Administrative and Office Support
- Staff education and training
- Money handling abilities
Timeline
Customer Experience Team Lead
Victoria’s Secret
06.2022 - Current
Bra Fit Expert
Victoria’s Secret
11.2015 - 06.2022
Lingerie and Beauty Supervisor
Victoria’s Secret
01.2009 - 11.2015
Sales Associate
Victoria’s Secret
10.2007 - 01.2009
Customer Service Representative
David’s Bridal
04.2005 - 09.2007
Liberal Arts And Sciences
Queensborough Community College of The City University of New York