Summary
Overview
Work History
Education
Skills
References
Websites
References
Timeline
Generic

Hera Hussain

Arlington

Summary

Client-focused professional with over 10 years of experience in high-volume environments, delivering exceptional service and driving repeat business. Expertise in client relationship management and strategic problem-solving, resulting in increased sales and enhanced client retention. Recognized for effective communication and adaptability to changing priorities, ensuring client satisfaction. Proven track record of implementing client-centric strategies that strengthen brand loyalty and improve business performance.

Overview

9
9
years of professional experience

Work History

Client Experience Specialist

Darna
Arlington
05.2023 - Current
  • Promote bottle service on social media, enhancing guest engagement and sales.
  • Manage payments and orders efficiently, ensuring smooth service and satisfaction.
  • Craft cocktails and upsell menu options, boosting revenue and guest experience.
  • Orchestrated personalized bottle service experiences through multi-channel marketing on Instagram, TikTok, and direct messaging, driving premium package sales and enhancing guest engagement

Guest Services (Various Roles)

Public Bar Live / Great American Resturants
Washington D.C.
02.2021 - 05.2023
  • Ensured tables were ready with necessary items, enhancing guest readiness and satisfaction.
  • Welcomed guests, managed payments, and verified details, ensuring smooth transactions.
  • Handled orders and prepared cocktails, delivering prompt and accurate service.
  • Recommended and upsold menu items, contributing to increased sales and guest satisfaction.
  • Cultivated a welcoming atmosphere through attentive guest interaction, leading to increased repeat patronage and positive venue reviews
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Shift Manager

Joe & The Juice
West Hollywood
02.2018 - 01.2021
  • Led daily operations in a fast-paced, wellness-focused café environment, balancing team coordination with elevated customer experience
  • Trained and supervised new team members, ensuring smooth onboarding and strong adherence to brand service standards
  • Resolved guest concerns with empathy and urgency, maintaining high satisfaction across peak hours and high-volume foot traffic
  • Managed shift scheduling, supply restocks, and register counts while maintaining floor presence and team support
  • Fostered a positive, energetic workplace culture aligned with health-conscious values and premium service

Retail Sales Associate

Urban Outfitters, Inc.
Los Angeles
09.2018 - 10.2020
  • Stocked shelves with merchandise according to company standards.
  • Operated point-of-sale systems accurately to process payments from customers.
  • Organized displays to attract customers and promote sales.
  • Kept informed about new products arriving at the store on a regular basis.
  • Assisted customers with finding the right product for their needs.
  • Demonstrated knowledge of store products and services.
  • Greeted customers upon entering the store and provided assistance.
  • Helped customers by answering questions and locating merchandise.
  • Followed company policies, rules and procedures to promote company goals and maintain safety.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Initiated friendly conversation with customers to determine level of assistance required.

Customer Service Lead

Whole Foods
Springfield
02.2016 - 01.2018
  • Provided personalized, high-touch customer service in a fast-paced natural foods environment
  • Managed front-end operations including returns, escalations, and team support for checkouts and guest services
  • Resolved customer concerns quickly and empathetically, maintaining Whole Foods’ reputation for outstanding service
  • Collaborated with store leadership on floor coordination, team coaching, and service efficiency improvements
  • Supported team during peak hours and seasonal traffic with a calm, solutions-focused approach

Education

Associates - Psychology

Northern Virginia Community College
06.2021

Skills

  • High-Volume Customer Service (10 years)
  • Multi-Channel Communication (Phone, Chat, In-Person)
  • Client Retention & Relationship Building
  • Conflict Resolution & De-Escalation
  • POS, Booking, and Scheduling Systems
  • CRM & Social Media Engagement
  • Fast-Paced Task Management
  • Passion for Wellness & Client Experience
  • Customer relationship management
  • Guest engagement
  • Up-to-date product knowledge

References

Jay, Hussein, 202-751-6465, Current boss

References

References available upon request.

Timeline

Client Experience Specialist

Darna
05.2023 - Current

Guest Services (Various Roles)

Public Bar Live / Great American Resturants
02.2021 - 05.2023

Retail Sales Associate

Urban Outfitters, Inc.
09.2018 - 10.2020

Shift Manager

Joe & The Juice
02.2018 - 01.2021

Customer Service Lead

Whole Foods
02.2016 - 01.2018

Associates - Psychology

Northern Virginia Community College

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