Deja James

$2.5 M+ Annual Volume | Flagship High - Traffic Luxury Location

As a Full-Time Key Holder at Jo Malone London in Disney Springs, I represent the brand at its highest standard in a $2.5M+ annual volume boutique, blending luxury guest experience, leadership, operational excellence, event coordination, and social media strategy to drive both revenue and brand loyalty in a globally recognized destination.

Core Responsibilities

Luxury Guest Experiences & Brand Storytelling

• Curated a bespoke fragrance journey for every guest, beginning with scent discovery, olfactive profiling, and lifestyle-based consultation.
• Delivered emotionally driven brand storytelling that translated Jo Malone London's British heritage, craftsmanship, and artistry into meaningful guest connections.
• Created an environment of calm, elegance, and exclusivity—even during peak Disney Springs foot traffic—ensuring every client felt seen, valued, and indulged.
• Built a strong rapport with both international visitors and loyal local clientele, resulting in repeat business, referrals, and long-term brand loyalty.

Elevated Gifting & Clientele

• Curated, refined luxury gifting experiences tailored to each occasion, from intimate personal celebrations to large-scale holiday purchases.
• Executed meticulous Jo Malone signature packaging, transforming each purchase into a keepsake moment.
• Utilized clientele tools to anticipate guest needs, track preferences, and deliver thoughtful follow-ups.

High performance in a flagship environment.

• Consistently performed in a 2.5M+ high-traffic store, successfully balancing speed, personalization, and brand integrity during sustained peak volumes.
• Maintained composure, attentiveness, and warmth even during holiday surges, special events, and tourist-heavy seasons.
• Partnered with leadership to execute season launches, Disney Springs exclusives, and global brand initiatives.

Sales Floor Leadership

• Served as the primary floor leader during peak hours in a 2.5M+ high-traffic boutique, strategically directing traffic flow, assigning coverage zones, and ensuring no guest ever felt unattended.
• Set the daily service tone by modeling Jo Malone London's luxury selling ceremony, delivering on-the-floor coaching through side-by-side selling, role-modeling fragrance discovery conversations, and reinforcing brand language and storytelling techniques.
• Proactively monitored individual and team performance metrics, including conversion, average transaction value, and units per transaction, as a trusted liaison between associates and management, communicating business priorities, promotional focus, daily sales objectives clearly, and motivating the team to exceed expectations.
• Maintained operational rhythm on the floor, coordinating breaks, managing queue flow, and resolving guest concerns with professionalism and discretion.
• Cultivated a positive, elevated team culture by celebrating wins, acknowledging individual strengths, and fostering pride in brand representation, ensuring brand standards were upheld at all times, from posture and tone of voice to visual presentation and client interaction style, preserving Jo Malone London's refined boutique experience even in high-pressure environments.

Operation Trust and Brand Stewardship.

• Entrusted with opening and closing procedures, cash accountability, store security, and operational integrity.
• Supported inventory management, visual standards, loss prevention, and operational execution while preserving the boutique's luxury aesthetic.

Event Coordination & Brand Activations

• Led and supported in-store fragrance events, seasonal launches, VIP masterclass events, and private client experiences.
• Partnered with management and brand partners to design immersive event concepts that drove traffic, elevated brand awareness, and strengthened community engagement.
• Coordinated logistics, including guest lists, invitations, visual setups, fragrance bar experiences, and post-event follow-up.
• Supported event-driven sales strategies, converting attendees into loyal, repeat clientele.

Social Media & Digital Brand Presence

• Performed as a boutique-level social media ambassador, creating lifestyle-driven content aligned with Jo Malone London's aesthetic.
• Captured product launches, behind-the-scenes moments, and event highlights to drive in-store awareness and online engagement.
• Collaborated with leadership to ensure all content upheld brand voice, luxury positioning, and corporate guidelines.
• Used social platforms to promote events, exclusive offerings, and seasonal collections, increasing foot traffic and guest participation.

Educated clients on banking products and services to facilitate informed decision-making.

• Maintained accurate records of customer interactions in CRM systems for future reference.
• Resolved customer complaints through effective communication and problem-solving techniques.
• Handled escalated issues by providing timely resolutions to complex problems.
• Collaborated with various departments to address complex issues and meet customer needs.
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Check In Agent & Gate Lead - Virgin Atlantic Airways

In this dual role, I served as a frontline brand ambassador for Virgin Atlantic, delivering world-class hospitality while ensuring seamless airport operations in a fast-paced, highly regulated aviation environment.

Core Responsibilities

Premium Guest Expereince & Brand Representation

• Delivered a first-class check-in experience for upper-class, premium, and economy guests embodying Virgin Atlantic's signature warmth, sophistication, and service excellence.
• Assisted international travelers with itinerary questions, documentation verification, and special travel accommodations, creating calm and confidence in high-stress travel situations.
• Built instant rapport with a diverse, global clientele, ensuring every guest felt welcomed, informed, and cared for from curbside to boarding.

Operational Excellence & Accuracy

• Managed passport verification, visa checks, baggage processing, weigh and balance procedures, and regulatory compliance with precision and accountability.
• Resolved complex ticketing, rebooking, and irregular operations scenarios, including delays, cancellations, missed connections, and aircraft swaps.
• Utilized multiple airline reservation and departure control systems to maintain accuracy and efficiency under strict time constraints.

Gate Lead & Boarding Operations

• Performed as a gate lead overseeing the full boarding process for international wide-body aircraft while coordinating with flight crew, ground operations, TSA, and airport authorities.
• Directed boarding flow, managed priority sequencing (Upper Class, Premium, families, and special needs), and ensured on-time departure performance.
• Communicated critical flight updates clearly and compassionately, maintaining guest confidence during delays or operational disruptions.
• Led the gate team through final passenger counts, seat changes, upgrades, standby clearances, and safety compliance procedures.

Core Responsibilites

• Engaged customers through product knowledge and personalized recommendations.
• Demonstrated new technologies and products to enhance customer experience.
• Collaborated with team members to optimize store layout and inventory display.
• Utilized point-of-sale systems for transactions and inventory management.
• Resolved customer inquiries and issues with effective communication skills.
• Analyzed customer feedback to improve service quality and product offerings.
• Analyzed customer needs and identified solutions to meet their requirements.
• Developed and maintained relationships with clients to increase sales revenue.