Jasmine Samuels
Houston,TX
Summary
Accomplished leader with a proven track record at Stratton Amenities, adept in enhancing customer experiences and streamlining operations. Skilled in concierge services and exceptional communication, I excel in coaching teams towards achieving high satisfaction ratings and operational efficiency. Successfully implemented strategies that significantly improved guest engagement and team performance.
Overview
6
6
years of professional experience
Work History
Concierge Supervisor
Stratton Amenities
Houston, TX
07.2024 - Current
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Facilitated smooth move-in/move-out processes by coordinating closely with the front desk team and other departments as needed.
- Greeted guests upon arrival by providing warm welcome.
- Leveraged knowledge of local attractions to create customized itineraries that catered to diverse interests of hotel guests.
- Ensured compliance with company policies, industry standards, and local regulations within the concierge department at all times.
- Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
- Conducted regular team meetings to discuss performance metrics, areas for improvement, and best practices in customer service.
- Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
- Handled escalated situations effectively by taking ownership of issues and providing solutions to ensure guest satisfaction.
- Promoted positive work environment among employees by encouraging teamwork and open communication leading towards a more productive work atmosphere.
Call Center Supervisor
Freedom Solar Power
Houston, TX
07.2022 - 02.2024
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
Store Manager
GNC Live Well
Houston, TX
03.2021 - 06.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
Assistant Store Manager
Famous Footwear
Houston, TX
08.2019 - 03.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Store Manager
Rue21
Houston, TX
11.2018 - 07.2019
- Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Maintained visual merchandising standards to create an engaging shopping experience for customers.
- Completed routine store inventories.
- Empowered team members by delegating tasks effectively while also offering guidance when needed.
- Trained and managed associates in customer service and sales techniques.
- Assisted store manager in meeting standards for customer service and quality.
- Enhanced customer satisfaction by resolving conflicts, addressing concerns, and providing exceptional service.
- Collaborated with Store Manager to analyze sales data, identify trends, and develop targeted action plans.
- Improved store sales by implementing effective merchandising strategies and optimizing floor layouts.
- Maintained, cleaned and organized store to provide positive shopping experience for customers and inspiring workplace for team members.
Education
No Degree - Cosmetology
SouthArk Community College
El Dorado, ARHigh School Diploma -
Junction City High School
Junction City, AR02-2011
Skills
- Exceptional communication
- Call monitoring
- Customer relations
- Customer experience
- Multitasking and organization
- Customer service and engagement
- Coaching and mentoring
- Customer service management
- Store organization
- Strong leadership
- Friendly and positive
- Hiring and training
- Outstanding communication skills
- Concierge services
- Customer service
- Recruitment and hiring
Timeline
Concierge Supervisor
Stratton Amenities
07.2024 - Current
Call Center Supervisor
Freedom Solar Power
07.2022 - 02.2024
Store Manager
GNC Live Well
03.2021 - 06.2022
Assistant Store Manager
Famous Footwear
08.2019 - 03.2021
Assistant Store Manager
Rue21
11.2018 - 07.2019
No Degree - Cosmetology
SouthArk Community College
High School Diploma -
Junction City High School