Heather Smith
Somerset,KY
Summary
Dynamic business owner with a proven track record at Lake Cumberland Billiards, driving revenue growth through strategic planning and innovative sales strategies. Expert in financial management and customer relations, I successfully implemented inventory systems that reduced costs and enhanced operational efficiency, while fostering a motivated team culture focused on performance improvement.
Overview
12
12
years of professional experience
Work History
Business Owner
Lake Cumberland Billiards
01.2025 - Current
- Led initiatives to improve operational efficiency and reduce costs through process optimization.
- Trained and motivated employees to perform daily business functions.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Conducted market research to inform product development decisions and identify potential growth areas.
- Implemented cutting-edge technology solutions to enhance operational productivity and customer engagement.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Drove revenue growth with innovative sales strategies, understanding customer needs and market trends.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Streamlined operational processes, significantly reducing overhead costs and improving efficiency.
- Expanded into new markets, conducting thorough analysis to ensure compatibility and potential for growth.
- Cultivated strong online presence, managing social media platforms to engage with customers and build community.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented inventory management systems to streamline supply chain processes.
- Trained and mentored staff on best practices for customer engagement and product knowledge.
- Established strong relationships with suppliers to negotiate favorable terms and improve procurement processes.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Business Owner
606 Offroad
01.2015 - Current
- Managed daily operations, ensuring efficient workflow and high-quality service delivery.
- Developed marketing strategies to enhance brand visibility and attract new customers.
- Implemented inventory management systems to streamline supply chain processes.
- Trained and mentored staff on best practices for customer engagement and product knowledge.
- Established strong relationships with suppliers to negotiate favorable terms and improve procurement processes.
- Oversaw financial management, including budgeting, forecasting, and expense tracking.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Secured long-term sustainability of the business through prudent financial management practices such as cash flow optimization, cost control, and strategic investments.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Business Owner
Liquid Addiction Tattoos & Body Piercings
01.2015 - 07.2024
- Analyzed market trends to inform product offerings and pricing strategies.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Optimized supply chain management, ensuring timely delivery of products and minimizing inventory costs.
- Secured lucrative partnerships to expand market reach, negotiating contracts with precision and foresight.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
- Fostered positive company culture, attracting and retaining top talent through motivational leadership.
- Negotiated favorable terms with suppliers, improving profit margins without compromising on quality.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Assisted in recruiting, hiring and training of team members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and motivated employees to perform daily business functions.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Implemented cutting-edge technology solutions to enhance operational productivity and customer engagement.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Drove revenue growth with innovative sales strategies, understanding customer needs and market trends.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Streamlined operational processes, significantly reducing overhead costs and improving efficiency.
- Expanded into new markets, conducting thorough analysis to ensure compatibility and potential for growth.
- Cultivated strong online presence, managing social media platforms to engage with customers and build community.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Managed daily operations, ensuring efficient workflow and high-quality service delivery.
- Developed marketing strategies to enhance brand visibility and attract new customers.
- Implemented inventory management systems to streamline supply chain processes.
- Trained and mentored staff on best practices for customer engagement and product knowledge.
- Established strong relationships with suppliers to negotiate favorable terms and improve procurement processes.
- Oversaw financial management, including budgeting, forecasting, and expense tracking.
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Secured long-term sustainability of the business through prudent financial management practices such as cash flow optimization, cost control, and strategic investments.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Massage Therapist
Massage & Lash Lounge
01.2014 - 01.2020
- Delivered customized massage therapies to enhance client wellness and relaxation.
- Utilized various techniques, including Swedish, deep tissue, and trigger point therapy.
- Assessed client needs through thorough consultations to design effective treatment plans.
- Maintained a clean and organized workspace, adhering to health and safety standards.
- Developed and implemented new protocols for improved customer service experiences.
- Streamlined appointment scheduling processes using management software for efficiency.
- Collaborated with team members to enhance service offerings and promote holistic wellness initiatives.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
- Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
- Created comfortable and professional environment for clients by setting up massage tables and preparing treatment area.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Provided clear, concise instructions to clients to prepare for massage services.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Researched new techniques to stay up to date with trends and developments in massage therapy industry.
- Fostered a positive and calming atmosphere in the treatment room, allowing clients to feel comfortable and at ease during their sessions.
- Evaluated client conditions to recommend appropriate massage therapy methods.
- Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
- Ensured client safety by adhering to strict hygienic practices and proper draping techniques.
- Addressed specific client concerns through targeted therapeutic massage interventions.
- Maintained client treatment records and designed long-term care programs for return customers.
- Expanded clientele by offering specialized treatments such as deep tissue, sports, and prenatal massages.
- Maintained accurate client records for effective treatment planning and progress tracking.
- Performed detailed assessments to identify areas of tension or discomfort, leading to more effective treatments.
- Boosted repeat business through outstanding customer service and personalized massage experiences.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Expanded knowledge of various modalities through continuing education courses, enhancing skillset as a therapist.
- Received consistent positive feedback from clients after implementing new stretching techniques into massage sessions.
- Generated additional revenue for the spa by upselling add-on services like hot stone therapy and body scrubs during appointments.
- Promoted wellness by educating clients on self-care and stress management techniques.
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Offered aromatherapy, hot stones and cupping as part of massage treatments.
- Collaborated with physical therapists and other medical professionals to provide holistic care.
- Utilized advanced myofascial release techniques to alleviate chronic pain in clients suffering from conditions such as fibromyalgia or rheumatoid arthritis.
- Improved overall client well-being with customized aromatherapy blends during massage sessions.
- Negotiated with suppliers to secure high-quality massage oils and supplies at competitive prices, enhancing client experience while managing costs.
- Increased repeat client bookings by delivering exceptional customer service and follow-up care advice.
- Pioneered mobile massage service for elderly and immobile clients, extending wellness benefits to wider community segment.
- Conducted outreach to local businesses, establishing corporate wellness programs that expanded client base.
- Fostered calming and welcoming environment, which contributed to positive client feedback and increased referrals.
- Provided deep tissue massages for alleviating chronic pain, resulting in significant client satisfaction and retention.
- Improved client mobility with targeted therapeutic massage, addressing specific musculoskeletal issues.
- Streamlined appointment scheduling process, allowing for more efficient client service and increased daily bookings.
- Conducted initial consultations to assess client needs, leading to personalized treatment plans that improved wellness outcomes.
- Utilized feedback from clients to refine massage techniques and treatment approaches, continually improving service quality.
- Enhanced client relaxation and recovery by tailoring massage techniques to individual needs and concerns.
- Collaborated with healthcare professionals to integrate massage therapy into broader treatment plans, optimizing patient recovery.
- Maintained meticulous hygiene and safety standards in treatment area, ensuring safe and inviting space for clients.
- Provided custom massage treatments to clients, tailored to individual needs and preferences.
- Worked with clients to ascertain medical history, potential issues, and areas needing support.
- Educated clients on benefits of massage and recommended home care techniques.
- Administered Swedish, deep tissue and sports massage techniques.
- Advised clients on areas such as posture, at-home exercises and stretches.
- Prepared oils and lotions for massages.
- Provided treatment for medical conditions and injuries through therapeutic massage.
- Assessed clients to determine appropriate massage techniques to apply.
- Maintained accurate and up-to-date client records.
- Analyzed postural assessments and range of motion.
- Advised clients on lifestyle changes to improve alignment, posture, and gait for better long-term wellness.
- Established and implemented massage protocols and procedures.
Education
Associate of Science - General Studies
Somerset Community College
Somerset, KYMassage Therapist
Lexington Healing Arts Academy
Lexington, KY01.2014
Skills
- Customer service
- Customer relations
- Attention to detail
- Driven and determined
- Entrepreneurial personality
- Relationship building
- Work Planning and Prioritization
- Business planning
- Employee training
- Team collaboration and leadership
- Performance improvement
- Project management
- Business development
- Business administration
- Purchasing and planning
- Strategic Decision-making
- Issue resolution
- Professional networking
- Budget control
- Operations management
- Social media marketing
- Bookkeeping
- Quality assurance
- Cost control and budgeting
- Staff hiring
- Sales planning
- Financial management
- Sales development
- Accounting management
- Negotiation and persuasion
- Strategic planning
- Start-up operations
- Business marketing
- New business development
- Policies and procedures development
- Staff management
- Negotiation
- Public speaking
- Sales strategics
- Coaching and mentoring
- Process improvement
- Financial planning
- Task delegation
- Financial administration
- Vendor relationship management
- Trends analysis
- Cost analysis and savings
- Incident response
- Human resources management
- Staffing oversight
- Consulting
- Contract management
- Employee development
- Verbal and written communication
- Entrepreneurial leadership
- Sustainable business models
- Industry trend tracking
- Sales oversight
- Innovation management
- Decision-making
- Customer service management
- Team leadership
- Teamwork and collaboration
- Marketing strategies
- Business management
- Effective leader
- Scheduling
- Goal setting
- Inventory tracking and management
- Business leadership
- Sales strategies
- Employee scheduling
- Customer retention
- Desktops, laptops, and mobile devices
- Financial oversight
- Organizational structuring
- Data management
- Cost control
- Sales tracking
- Operations oversight
- Inventory management
- Business growth initiatives
- Calendar management
Timeline
Business Owner
Lake Cumberland Billiards
01.2025 - Current
Business Owner
606 Offroad
01.2015 - Current
Business Owner
Liquid Addiction Tattoos & Body Piercings
01.2015 - 07.2024
Massage Therapist
Massage & Lash Lounge
01.2014 - 01.2020
Associate of Science - General Studies
Somerset Community College
Massage Therapist
Lexington Healing Arts Academy