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Erica Shires
Sales Management
Sacramento, CA
Summary
Results-oriented Customer Experience Manager with expertise in customer feedback analysis, training development, and service quality monitoring. Committed to enhancing customer interactions and driving collaboration across departments.
Overview
25
25
years of professional experience
Work History
Customer Experience Manager
Macys Department Store
Sacramento, CA
08.2022 - 02.2025
- Analyzed customer data to identify trends and areas for improvement.
- Implemented training sessions to improve staff interactions with customers.
- Collaborated with merchandising teams to align product displays with customer preferences.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Coordinated cross-departmental initiatives, enhancing shopping experience by aligning efforts across teams.
- Monitored service quality, delivering actionable feedback to team members to drive improvements.
- Fostered relationships with key stakeholders, advocating for and implementing customer-centric policies.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Monitored customer service performance metrics and created reports for senior management review.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Coordinated with marketing and sales departments to ensure brand consistency in customer communications.
- Organized and participated in community events and trade shows to promote brand awareness and customer engagement.
- Conducted regular performance evaluations of customer service staff and provided constructive feedback.
Executive Sales Supervisor Beauty
Macys Department Store
National City
05.2017 - 03.2020
- Conducted training sessions for sales staff to enhance product knowledge and selling techniques.
- Managed customer relationships, resulting in improved satisfaction scores.
- Oversaw sales team performance, ensuring alignment with organizational goals.
- Developed promotional strategies to increase product visibility and attract customer interest.
- Coordinated in-store events to enhance customer engagement and loyalty.
- Analyzed market trends to inform strategic inventory decisions.
- Created visually appealing displays that captured customer attention.
- Ensured compliance with safety regulations in handling cosmetics and hazardous materials.
Education
Bachelor of Arts - Business Administration And Management
Ramkamheang University
Min Buri, Bangkok, Thailand08-2015
Associate of Arts - Cosmotology
Bellus Academy of Beauty
San Diego, CA06-2007
Skills
- Customer feedback analysis
- Training development
- Service quality monitoring
- Cross-departmental collaboration
- Relationship management
- Customer relationship management
- Critical thinking
- Effective communication
- Team leadership
- Visual merchandising
- Product training
- Sales performance monitoring
- KPI tracking
- Client acquisition
- Event coordination
- Executive presentations
- Sales team leadership
- Customer service
- Public speaking
- Decision-making
- Digital marketing strategies
- Staff management
- Project management
Languages
English
Full Professional
Spanish
Professional
Timeline
Customer Experience Manager
Macys Department Store
08.2022 - 02.2025
Executive Sales Supervisor Beauty
Macys Department Store
05.2017 - 03.2020
Bachelor of Arts - Business Administration And Management
Ramkamheang University
Associate of Arts - Cosmotology
Bellus Academy of Beauty