Fiona Cowan
Spicewood
Summary
Customer-focused individual with a passion for delivering luxury clients experience. Strong interpersonal skills with a talent for effectively addressing concerns and close the sales. Committed to improving customer satisfaction and driving positive outcomes. Multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
Work History
Client Advisor
Tiffany & Company
Austin
06.2019 - Current
- Developed a personal clientele through successful networking and clienteling
- Resulting in a 20% additional boost in sales referrals
- Cultivated a VIP customer portfolio, driving a personal sales volume of $2.4 million annually
- Plan annual business map and sales strategy
- Follow up after sale service communications, maintaining 95% satisfaction rate for clients peace of mind and loyalty
- Curated a luxury experience for every client by personalizing store visits based on on their preferences and purchase history
- Created positive atmosphere in the store mutual respect and diversity
- Maintained company brand standards of the neat, clean and organized sales floor
- Cash/ Card transactions in the computer, repair take in enter in the system and pickup; cleaning service drop off and pickup; will call pickup
- Always make special arrangements and experience for my clients for their birthday, proposal, anniversary and special occasions
- Appointments based business, preparation of appointments, transfers, hosting clients, close the sales
- 2024 August won top 10 Americans high jewel sales
- 2024 December won Tiffany & Co
- International Icon competition store and top Icon sales
- 2024 top sales in store
- Provided excellent customer service to clients, including answering questions and resolving issues
- Provided technical support when necessary in order to resolve customer queries quickly
- Processed payments accurately and efficiently according to established guidelines
- Identified client needs and provided tailored solutions
- Developed relationships with clients through regular communication and follow-up
Chanel Counter Manager
Dillard's
Bee Cave
08.2016 - 08.2018
- Strong client relations
- Prepared daily, weekly, monthly sales goals for the counter
- Outstanding customer service (10 +yrs) with a 20% increase for Dillard's and Chanel
- Cash register operations
- Organized four successful two day make-up events that produced over $50,000
- Reliable and punctual
- Energetic work attitude
- Developed the counter and team to a successful 8.9% increase in sales growth for FY 2017
- Team leadership
- Self-starter
- Assigned duties, responsibilities, and work stations to employees in accordance with work requirements
- Training and development
- Inspected supplies, equipment, and work areas to ensure efficient service and conformance to standards
- Excellent time management
- Established a strong, loyal customer base of repeat customers and client referrals
- Fluent in Mandarin, Cantonese and Shanghainese language
- Successfully met or exceeded monthly sales goals ranking top 1 sales in the cosmetics department
Assistant to the GM
STCC Shanghai Town & Country Community
12.2014 - 02.2016
- Supported the General Manager in day-to-day operations, including scheduling meetings, managing calendars, and coordinating travel arrangements
- Assisted in the preparation of reports, presentations, and other documents for the General Manager
- Managed office supplies, equipment, and facilities to ensure smooth operations
- Actively seek to provide development opportunities for staff; provide specific and objective feedback to maximize
- Assist and work with General Manager to manage, direct and coordinate the overall operations of the Auction
- Communicate with General Manager, Assistant General Managers and other department managers to identify potential problems or issues in Auction operations
- Provides assistance to GM in all facets of daily operation
- Update outlook shared calendar and weekly managers schedules
- Translates Chinese for GM, schedule drop off and pickup GM from trip
- Running tax form to Chinese government for GM
Education
Bachelor of Arts - Early Childhood Education
Shanghai University
Shanghai, China06.2002
Skills
- Customer service
- Sales strategy
- Payment processing
- Luxury brand merchandising
- Time management
- Communication skills
- Loan processing
- Money handling
- Cash handling
- Cross-selling techniques
- Product recommendation
Accomplishments
- 2024 Top 1 four walls sales total in store.
- 2024 Top 1 Icon sales.
- 2024 Top 10 Americans high jewelry sales.
Languages
Chinese (Mandarin), Native/Bilingual
Timeline
Client Advisor
Tiffany & Company
06.2019 - Current
Chanel Counter Manager
Dillard's
08.2016 - 08.2018
Assistant to the GM
STCC Shanghai Town & Country Community
12.2014 - 02.2016
Bachelor of Arts - Early Childhood Education
Shanghai University