Gwen Caplan
Millville,DE
Summary
Dynamic Jewelry Consultant with 26 years of experience at Zales. Recognized for exceptional customer service, product knowledge and relationship building. Proven track record in driving sales through effective upselling and custom design consultations. DCA certified. First Jewelry Consultant in the District, to achieve one million in sales. Skilled in stone selection, and quality grading. Developing a loyal client base, while collaborating with team to enhance store performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Jewelry Consultant
Zales
09.2025 - Current
- Assist customers in selecting jewelry pieces based on preferences and occasions.
- Provide detailed product knowledge to enhance customer experience and satisfaction.
- Maintain organized displays to highlight new collections and promotions effectively.
- Process transactions accurately and efficiently using point-of-sale systems.
- Create custom designs for our clientele
- Mentor new Jewelry Consultants
- Process, check, ship, and expedite costomer jewelry repairs.
- Receive and check jewelry repairs from vendors.
- Prepare and post Daily Growth Plan.
Assistant Manager
Zales
11.2022 - 09.2025
- Oversaw daily store operations, to optimize workflow and enhance customer satisfaction.
- Oversaw inventory management processes, including inventory counts, and audits.
- Collaborated with team members, to optimize jewelry displays, flow and placement to enhance visual merchandising, via OVSS guidelines.
- Facilitated training sessions for new staff on company policies and best practices to enhance service quality.
- Analyzed sales performance metrics to identify trends and drive strategic promotional decisions.
- Executed timely completion of store schedules to ensure operational efficiency.
- Guided jewelry consultants, through mentorship, and performance feedback utilizing touch base protocols
- Maintained exceptional sales performance.
Jewelry Consultant
Zales
10.2012 - 11.2022
- Assisted customers in selecting jewelry pieces based on preferences and occasions.
- Maintained organized displays to highlight new collections and promotions effectively.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Provided detailed product knowledge to enhance customer experience and satisfaction.
- Collaborated with team members to achieve sales goals and improve store performance.
- Conducted regular inventory checks to ensure stock availability and minimize discrepancies.
- Educated customers on jewelry care and maintenance for long-term satisfaction.
- Handled customer inquiries professionally, resolving issues promptly to uphold the brand''s reputation for outstanding service quality.
- Boosted sales revenue through effective upselling techniques and in-depth product knowledge.
- Developed a loyal client base by consistently delivering exceptional service and maintaining strong relationships with customers.
- Supported store management by performing administrative tasks, including jewelry repair shipping, and receiving from Design and Service Center.
Education
Associate Of Arts - Radio And Television Communications
Ocean County College
Toms River, NJ05.1982
Skills
Building rapport
Brand representation
Teamwork and collaboration
Problem-solving
Attention to detail
Customer service skills
Multitasking
Reliability
Excellent communication
Creative thinking
Customer service expertise
Relationship building
Stone selection
Sales expertise
Quality grading
Design
Certification
Diamond Council of Anerica
Fine Art and Jewelry Design
Designed and fabricated jewelry for Farris Tail Creations. Designed custom orders for Zales clients.
Timeline
Jewelry Consultant
Zales
09.2025 - Current
Assistant Manager
Zales
11.2022 - 09.2025
Jewelry Consultant
Zales
10.2012 - 11.2022
Associate Of Arts - Radio And Television Communications
Ocean County College