Courtney Oliphant

• Deliver exceptional customer service, ensuring a welcoming and personalized experience for each guest, resulting in high customer satisfaction and repeat business.
• Efficiently handle cash transactions and utilize POS systems, maintaining accuracy and security.

As the owner and creator of The Feelings Forest - Artisan Candles, I have honed my ability to build meaningful relationships with repeat clients, as well as owners of brick-and-mortar stores. My journey began with a passion for crafting unique, emotion-evoking candles, which quickly resonated with my customers. By focusing on personalized service and high-quality products, I developed a loyal customer base and forged strong partnerships with retail stores. In the last four months, I have entered into contracts with four different locations to showcase my products. My experience in managing all aspects of the business, from product creation to customer service, has equipped me with the skills necessary to excel as a Customer Relationship Coordinator, where fostering connections and ensuring client satisfaction are crucial.

• Lead the recruitment and training of General Managers and provide guidance on effective hiring practices throughout multiple positions and companies
• Develop comprehensive training programs, including content creation, step-by-step guides, in-person and virtual training modules, and interview processes
• Support new management transitions by visiting store locations and monitoring company culture
• Provide support to all other locations with regular visits, focusing on in-person praise and feedback
• Offer coaching and constructive feedback to managers, ensuring proper documentation and updates for upper management
• Provide all managerial support, including allocating resources prior to VP of Ops escalation
• Coordinate travel arrangements, orientation, and complete an extensive 16-week training program with incoming managers, including a week onsite at HQ to meet Directors and train hands-on
• Maintain regular communication by writing a monthly newsletter for upper management and preparing quarterly meeting agendas for a nationwide network of over 50 locations.

• Responsible for the overall operation and management of an escape room facility, including all hiring, coaching, training needs, and terminations
• Worked directly with property manager for any building needs, such as HVAC replacement, water heater leak and replacement, and cut internet wires
• Ensured exceptional guest experiences by overseeing team members, daily operations, and room maintenance, often working with IT to troubleshoot issues
• Achieved over 3,400 5-star reviews by effectively developing and managing teams
• Managed budget items such as inventory costs, labor, and allocated resources for team outings and incentives
• Assisted with marketing and sales strategies to drive customer engagement and business growth
• Maintained a safe, sanitary, and enjoyable environment for all team members and guests
• Handled guest inquiries and issues quickly, effectively, and with empathy, to find the root of what the guest needed
• Practiced active listening to go above and beyond whenever possible
• Found creative solutions when their requests weren't possible
• Ensured payroll was done properly, by its deadline, and reported any irregularities.