Felicia Epperson
Riverside,CA
Summary
Entrepreneurial professional offering progressive experience in operations leadership. Skilled at identifying and implementing process improvements to drive efficiency and productivity. Motivating leader with proven success managing cross-functional teams.
Overview
24
24
years of professional experience
Work History
CEO
Ecentric Hair Salon LLC
Riverside , CA
06.2012 - 12.2023
- Supervised operations staff and kept employees compliant with company policies and state board of California.
- Negotiate contracts with vendors and suppliers to obtain best pricing and terms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Inventory
- Social Media & Marketing
CEO
The Hair Lounge Salon LLC
Riverside , CA
05.2004 - 03.2012
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- 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, inventory shrinkage and drive-off.
- Interacted well with customers to build connections and nurture relationships.
- Retail of salon products
- Coaching & training of new trends
- Maintenance & repairs of salon
- Marketing & Advertising
- Developed strategies for improving customer service standards throughout the company.
- Maintained open communication channels between stylists to maximize efficiency and productivity.
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.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- 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.
- Coached Customer Service Representatives on improving communication skills with customers.
- Organized regular meetings with the team to discuss any issues related to customer service delivery.
- Train new Customer Service Representatives on company protocols, products, and services.
- Maintained up-to-date knowledge of all products, services, pricing plans, promotions, and product updates.
- Analyzed customer feedback to identify areas for improvement in service quality.
Education
Associate of Arts - Cosmetology Education
Riverside Community College
Riverside, CA10-1995
Skills
- Customer Service
- Management/ Leadership
- Negotiation skills
- Sales
- CSAT
- Marketing and Advertising
- Human Resources
- Operations Management
- Revenue Growth
- Professionalism
Timeline
CEO
Ecentric Hair Salon LLC
06.2012 - 12.2023
CEO
The Hair Lounge Salon LLC
05.2004 - 03.2012
Customer Service Representative Manager
Sprint PCS Call Center
01.2000 - 03.2004
Associate of Arts - Cosmetology Education
Riverside Community College
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