Ivy Kelley
Atlanta ,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Proven track record of successfully managing multiple freelance assignments concurrently, meeting deadlines and client satisfaction. Possessing excellent communication skills while interacting effectively with both technical and non-technical personnel at all levels.
Overview
13
13
years of professional experience
Work History
Licensed Nail Technician
Pop Culture Nail Studio
08.2011 - Current
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Oversaw schedule to manage appointments of new and existing clients.
- Maintained master appointment calendar covering all customer visits.
- Sanitized workstation and stocked assigned workspace to facilitate general office and spa cleaning.
- Offered advice and recommended products to improve and maintain nails.
- Utilized specialized tools and techniques to restore natural nails and create unique nail art.
- Responded to customer requests and concerns about gel application and nail art designs.
- Communicated effectively with management concerning important customer issues.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
Freelance Makeup Artist
Pop Culture Nail Studio
07.2012 - Current
- Prepared skin for makeup application by cleaning, moisturizing and priming.
- Assessed customer skin tone and complexion to determine appropriate products and materials to use.
- Demonstrated and explained use of different beauty products to educate customers.
- Kept up-to-date with style industry standards, trends, and techniques to provide optimal aesthetics services to every client.
- Conducted consultations to understand client's desired outcome and assessed skin type and face structure.
- Scheduled onsite and offsite makeup appointments for clientele.
- Maintained a hygienic workspace by adhering to strict sanitation practices, ensuring client safety and comfort.
- Sanitized makeup tools to avoid spread of infection.
Customer Service Representative
Kaiser Permanente
08.2017 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Representative
Makeup Forever
08.2015 - 07.2017
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
Bachelor Of Applied Arts -
Johnson & Wales University
Skills
- Makeup Application
- Makeup product knowledge
- Client Relationship Building
- Creative makeup application
- Sales and Upselling
- Problem-solving abilities
- Critical Thinking
- Active Listening
Timeline
Customer Service Representative
Kaiser Permanente
08.2017 - 11.2021
Sales Representative
Makeup Forever
08.2015 - 07.2017
Freelance Makeup Artist
Pop Culture Nail Studio
07.2012 - Current
Licensed Nail Technician
Pop Culture Nail Studio
08.2011 - Current
Bachelor Of Applied Arts -
Johnson & Wales University
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