Iris Barthelemy
Camden,NC
Summary
Customer service professional with 7 years of experience driving customer satisfaction and loyalty. Managed and resolved inquiries efficiently, building strong client relationships that led to repeat business and referrals. Utilized CRM systems to enhance service processes and delivered training to team members, promoting a collaborative environment focused on exceptional service.
Overview
3
3
years of post-secondary education
16
16
years of professional experience
Work History
Coordinator of Member Engagement
Signify Health
Camden, NC
10.2024 - Current
- Coordinated member outreach for Signify Healthcare engagement programs to enhance member participation and engagement.
- Managed outbound calls to schedule in-home health assessments.
- Tracked engagement tasks and follow-up actions across member cases.
- Resolved member questions about assessments, benefits, and next steps.
- Supported compliance with outreach scripts and documentation standards.
- Resolved member issues with knowledgeable and friendly service, contributing to high customer satisfaction.
- Identified customer needs promptly, enabling timely support and improving overall member experience.
Senior Manager, Commercial Sales Operations
Mattress Firm
03.2022 - Current
- Drove individual and team sales performance by establishing clear KPIs, resulting in consistent year-over-year increases in sales revenue and customer satisfaction scores.
- Trained and coached store employees on sales techniques and product knowledge, implementing feedback mechanisms and conducting annual performance reviews that boosted employee performance and engagement.
- Fostered a customer-first culture by creating an exceptional shopping experience, leading to significant increases in repeat business and positive customer feedback.
- Maintained professional communication with field employees, including Distribution Center staff and Regional leadership, to address concerns and streamline operational processes, improving team efficiency.
- Supported multi-store staffing by interviewing and hiring qualified candidates, partnering with marketing to develop and execute a social media strategy that enhanced brand awareness and drove sales growth.
- Collaborated with team members using digital tools from home office setup. to facilitate communication and collaboration with team members.
Senior Customer Experience Manager
Mattress Firm
10.2020 - 03.2022
- Championed sales enhancement initiatives by systematically establishing and evaluating key performance indicators (KPIs), resulting in a sustained upward trajectory in store revenue and profitability through strategic, data-driven insights.
- Developed and implemented comprehensive training and mentorship programs for store staff, significantly augmenting their sales proficiency and product expertise, which led to marked improvements in performance outcomes and heightened customer satisfaction rates.
- Crafted and refined staffing schedules while overseeing associate performance, ensuring accountability for meeting individual sales targets and fostering a culture of excellence.
- Established strong customer relationships by proactively addressing and resolving concerns, bolstering customer loyalty and encouraging repeat patronage through commitment to outstanding service.
- Collaborated with district and regional leadership during store evaluations to identify opportunities for growth and operational enhancement, executing targeted initiatives that exceeded financial objectives and complied with corporate standards.
Customer Experience Store Manager
Mattress Firm
08.2014 - 10.2020
- Initiated customer experience improvements that transformed retail environment, leading to increased customer satisfaction scores and growth in loyal clientele.
- Established meaningful connections with customers by proactively addressing concerns and delivering customized solutions, ensuring a seamless and satisfying purchasing process that promoted brand loyalty.
- Interpreted customer feedback and sales trends to identify enhancement opportunities, implementing initiatives that enriched shopping experience.
- Established connections with customers by proactively addressing concerns and delivering customized solutions, ensuring seamless purchasing process that promoted brand loyalty.
Assistant Store Operations Manager
Sephora USA Inc.
New York, NY
06.2010 - 07.2013
- Supported Store Manager by implementing strategic merchandising techniques and promotional initiatives, enhancing product visibility and increasing customer engagement.
- Assisted in recruiting, training, and developing high-performing team, fostering collaboration that encouraged professional growth and elevated service standards.
- Analyzed sales performance metrics and customer feedback to identify trends and areas for improvement, enabling targeted strategies that enhanced overall shopping experience.
- Cultivated strong customer relationships by providing personalized beauty consultations and expert product recommendations, resulting in increased customer loyalty.
Education
Associate of Science - Paralegal Studies
Interboro Institute
New York, NY 02.2002 - 10.2004
Skills
- Member Engagement Strategies
- Inquiry management
- Client relationship building
- Customer satisfaction enhancement
- CRM Systems Proficiency
- CRM administration
- Data-Driven Insights Utilization
- Engagement Metrics Development
- Feedback implementation
- Performance reviews
- Team training delivery
- Mentorship program development
- Multi-Store Staffing Management
- Team collaboration
- Process streamlining
- Sales growth
- Brand awareness
- Dedicated Customer Service Expertise
- Customer-focused culture
- Initiative execution
- Professional Communication Skills
- Relationship nurturing
- Member outreach
Accomplishments
- Played a pivotal role in training and mentoring a team of 15 sales associates, resulting in a 30% improvement in customer service ratings and a significant reduction in employee turnover through enhanced job satisfaction.
- Successfully contributed to a 25% increase in quarterly sales by implementing innovative in-store promotional strategies and optimizing product displays, leading to enhanced customer engagement and higher conversion rates.
Timeline
Coordinator of Member Engagement
Signify Health
10.2024 - Current
Senior Manager, Commercial Sales Operations
Mattress Firm
03.2022 - Current
Senior Customer Experience Manager
Mattress Firm
10.2020 - 03.2022
Customer Experience Store Manager
Mattress Firm
08.2014 - 10.2020
Assistant Store Operations Manager
Sephora USA Inc.
06.2010 - 07.2013
Associate of Science - Paralegal Studies
Interboro Institute
02.2002 - 10.2004