Felicia Epperson
Riverside,CA
Summary
Experienced operations leader with a strong entrepreneurial background, dedicated to driving efficiency and productivity through the implementation of process improvements. Proven success in managing cross-functional teams and motivating individuals to achieve exceptional results. Adept at identifying opportunities for growth and implementing strategic initiatives to enhance operational performance. Committed to delivering high-quality outcomes while fostering a collaborative and inclusive work environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Salon Owner/Operator
Ecentric Hair Salon LLC
Riverside , CA
01.2012 - 01.2025
- Trained and guided team members to maintain high productivity and performance.
- Implemented targeting new trends.
- Optimized scheduling procedures to maximize appointment efficiency while accommodating client needs and minimizing wait times
- Provided excellent customer service to ensure repeat business from satisfied clients.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Increased customer retention through exceptional service and consistent appointment follow- up.
- Hiring and training of 10 independent contractor, men and women.
- Implementing salon rules in the California of barbering and cosmetology, rules, and regulations and safety.
- Inventory, marketing advertisement
- Communicating with clients to ensure proper communications with services and products.
- Opening and closing of business cleaning and maintenance.
- Establishing professional relationship with vendors and educators.
- Manage property and collect tenant rent, give late notice, Contract new lease.
Salon Owner/Operator
The Hair Lounge Salon LLC
Riverside , CA
05.2004 - 03.2012
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Streamlined communication among stylists to enhance productivity.
- Consistently maintained a clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Retail of salon products & promotions.
- Supervised operations staff of 15 independent contractors and kept employees compliant with company policies and procedures.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies and inventory shrinkage.
- Developed strategies for improving customer service standards throughout the salon.
Customer Service Representative Manager
Sprint PCS Call Center
Irvine, CA
01.2000 - 03.2004
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed customer queries efficiently concerning payment, services, and products.
- Conducted monthly performance reviews for each member of the Customer Service Representative team.
- Collaborated with other departments within the organization to ensure optimal customer experience.
- Provided guidance to team members regarding difficult or complex inquiries from customers.
- Train new Customer Service Representatives on company protocols, products, and services.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Education
Associate Of Applied Business - Business Administration And Management
Riverside Community College
Riverside, CA10-1995
License - Cosmetology
Riverside City College
Riverside, CA10.1994
Skills
- Customer Service
- Management/ Leadership
- Negotiation skills
- Sales
- Restaurant Management
- Marketing and Advertising
- Operations Management
- Revenue Growth
- Professional
- Property management
Certification
- Licensed Cosmetologist
Timeline
Salon Owner/Operator
Ecentric Hair Salon LLC
01.2012 - 01.2025
Salon Owner/Operator
The Hair Lounge Salon LLC
05.2004 - 03.2012
Customer Service Representative Manager
Sprint PCS Call Center
01.2000 - 03.2004
Associate Of Applied Business - Business Administration And Management
Riverside Community College
License - Cosmetology
Riverside City College