HEATHER HOLMES
Charleston,US
Summary
Dynamic professional with extensive experience in customer relationship management and account oversight at Charleston Flower Market. Demonstrated leadership in improving team performance and effectively resolving complex issues. Skilled in sales operations and building client loyalty through exceptional service and proactive communication. Focused on driving results and establishing strong partnerships.
Overview
18
18
years of professional experience
Work History
Customer Service, Sales, and Account Manager
Charleston Flower Market
Charleston, US
10.2015 - 10.2025
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients.
- Managed a portfolio of accounts by providing timely support and guidance.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Maintained knowledge of company products and made recommendations based on client needs and prices.
- Reviewed account activity reports to identify opportunities to increase sales or retain existing customers.
- Promoted additional products or services based on customer needs assessment.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
- Monitored team productivity and performance to support goals.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Utilized strong analytical and problem-solving skills to address operational issues.
- Resolved conflicts between team members promptly using sound judgment based on company policies.
- Collaborated with staff to develop and carry out processes, resulting in improved performance.
- Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.
- Negotiated contracts with vendors and suppliers.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
Lead Licensed Esthetician/Office Manager
Skin Therapy Center/Clinic of Acupuncture
Charleston, US
03.2008 - 02.2012
- Conducted skin analysis consultations with clients to identify their individual needs and recommend appropriate treatments.
- Maintained a clean work environment in accordance with state regulations for sanitation and safety practices.
- Assisted with marketing efforts through social media campaigns, email blasts, promotions.
- Provided excellent customer service to ensure repeat business from existing clients while also attracting new customers.
- Ensured compliance with all relevant laws governing the practice of esthetics in the state.
- Resolved customer complaints promptly and professionally while maintaining high standards of quality control.
- Provided a variety of skincare services, such as facials, peels, waxing, and microdermabrasion.
- Referred clients to medical personnel for treatment of serious skin problems.
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
- Resolved customer inquiries and complaints with timeliness and professionalism.
- Delivered quality customer service to staff and customers.
- Trained and onboarded new office staff members.
- Processed payrolls on a biweekly basis using accounting software.
- Led meetings, keeping staff informed of changes or new requirements in policies and procedures.
- Prepared purchase orders and routed to project manager for approval.
- Resolved conflicts between staff members through mediation or other methods.
- Interviewed potential candidates and provided thorough reviews to HR to aid in hiring decisions.
Education
Some College (No Degree) - Nursing
Trident Technical College
North Charleston, SCLicensed Skin Care Therapist - Skin Care Therapy
Miller-Motte Technical College
SC, USSkills
- Teamwork and collaboration
- Problem solving
- Multitasking
- Leadership
- Adaptability
- Decision making
- Sales operations
- Product knowledge
- Interpersonal communication
- Staff supervision
- Positive attitude
- Time management
- Customer relationship management
- Account management
- Team leadership
Accomplishments
- Increased team sales by 30% through effective leadership and strategic planning.
- Increased customer satisfaction ratings by 25% through improved service techniques.
Timeline
Customer Service, Sales, and Account Manager
Charleston Flower Market
10.2015 - 10.2025
Lead Licensed Esthetician/Office Manager
Skin Therapy Center/Clinic of Acupuncture
03.2008 - 02.2012
Some College (No Degree) - Nursing
Trident Technical College
Licensed Skin Care Therapist - Skin Care Therapy
Miller-Motte Technical College