Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

JOANNA CAROUBA

Kahului,HI

Summary

Knowledgeable and dedicated customer service professional with extensive experience in retail and beauty industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

20
years of professional experience

Work History

Ulta Beauty Inc.

Experience Manager
03.2022 - 02.2023

Job overview

  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Investigated and resolved accounting, service and delivery concerns.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Sought ways to improve processes and services provided.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Cross-trained and provided backup support for organizational leadership.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Brought Salon profits up to company standards.
  • Implemented daily practices to support salon staff to meet personal and company goals.
  • Trained all employees to support specific daily goals for retail and salon.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Enforced strict cleanliness standards to meet and exceed board certified requirements.
  • Maintained a positive attitude to uplift employees while holding them accountable for cleanliness and equal guest service.
  • Keep all stylists updated on education tailored to individual needs.
  • Ensured all Prestige Beauty Advisors were educated on all new product lines.
  • Met with Brand representatives to learn how to best promote the newest products.
  • Conducted meetings with Stylists and boutique specialist to discuss personal and company goals.
  • Assisted in creating a plan to meet goals. Implement daily practices to support goal achievement.
  • Collaborated with other managers to create a cohesive plan to maintain or exceed company standards.
  • Established and tracked daily goals for store and individual performance.
  • Oversaw the entire store to ensure best guest services.

ULTA BEAUTY

PRESTIGE BEAUTY ADVISER
08.2021 - 03.2022

Job overview

  • IN THIS ROLE I GREET AND ENGAGE ALL GUESTS
  • ASKING QUESTIONS TO SEE HOW I AM ABLE TO ELEVATE THEIR EXPERIENCE WHILE AT OUR STORE
  • I ENGAGE WITH THEM AND SHARE PRODUCT KNOWLEDGE WHILE ALSO GIVING DEMONSTRATIONS
  • AS WELL AS ASSISTING FURTHER, AKA ADDING ON, TO REALLY HELP THEM REACH THEIR SKIN CARE OR BEAUTY GOALS
  • I CONSISTENTLY COMMUNICATE WITH THE TEAM OF THE DAY TO SEE IF ANY HELP IS NEEDED AND TO LET THEM KNOW I AM THERE TO SUPPORT THEM IN THEIR ROLES IN WHATEVER WAY I COULD BE OF SERVICE
  • I USE MY TIME MANAGEMENT TO FIRST AND FOREMOST ALWAYS PRACTICE THE 4 G'S AND WHEN THERE IS A MOMENT OF DOWNTIME I KEEP BUSY ASKING LEADERS AND GEMS WHERE I COULD BE MOST USEFUL AND OR STOCKING THE PRESTIGE/FRAGRANCE AREAS
  • THIS POSITION ALSO CONSISTS OF BEING FLEXIBLE AND KNOWLEDGEABLE ON THE POS SYSTEM AS WELL AS OBTAINING GUEST INFO AND EXPLAINING THE BENEFITS OF HAVING AN ULTA ACCOUNT IF A NEW SHOPPER
  • ALSO HAVING KNOWLEDGE AND CONFIDENCE WHEN OFFERING THE CREDIT CARD
  • ALL THE WHILE DOING THIS IN A TIMELY MANNER AS TO KEEP THE LINE MOVING
  • I AM AWARE THAT THE CHECK OUT PROCESS IS JUST AS IMPORTANT AS THE GREETING AND ON THE FLOOR ASSIST
  • THEY ARE ALL WORKING WHEELS AND TOGETHER IS HOW WE ACHIEVE THE BEST RESULTS FOR OUR INDIVIDUAL STATS AS WELL AS THE WHOLE STORE
  • IN THE YEAR THAT I HAVE BEEN AT 1453 I HAVE GAINED THE TRUST AND RESPECT FROM THE LEADERS THERE
  • I AM CONSISTENTLY USED AS A SECOND GEM ON THE FLOOR SO THEY ARE ABLE TO ATTEND TO OTHER TASKS AT HAND
  • WHEN IN THIS ROLE I KEEP A FOCUS ON THE 4 G'S, I DO COACH WHEN A LEARNING MOMENT PRESENTS ITSELF AND I CONTINUE TO BE A STRONG PERFORMER ON THE SALES FLOOR, BUILDING BASKETS AND AT THE POS
  • THIS HAS BEEN AN INTERESTING TIME TO WORK ANYWHERE IN THE WORLD ESPECIALLY DOING WHAT WE DO
  • I AM THANKFUL FOR ALL THE EXPERIENCE/REINFORCEMENT I HAVE GAINED WITH ON THE SPOT PROBLEM SOLVING
  • WE ARE A BUSY STORE AND AT TIMES UNDERSTAFFED DUE TO UNFORESEEN CIRCUMSTANCES HOWEVER I AM CONFIDENT IT HAS ONLY PUSHED ME TO BECOME A STRONGER LEADER (AS AN INDIVIDUAL LEADING BY EXAMPLE AT THIS TIME)
  • I DO JUMP IN AND HELP COACH NEW ON BOARDS TO HELP THEM WITH VERBIAGE AT THE CASH TO PRODUCT LOCATION AND KNOWLEDGE AS WELL AS OPERATIONAL DUTIES
  • I AM PASSIONATE ABOUT WHAT ULTA HAS TO OFFER FROM EVERY ANGLE
  • I AM THANKFUL FOR MY TIME HERE AND MY HOPE IS TO ONLY GROW WITH AND ALONG SIDE OF 1453
  • Maintained in-depth knowledge of company brand to best serve customers and drive sales.
  • Taught customers how to apply makeup and recommended optimal products.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Processed payments, entering sales in register for prompt customer service.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Opened new product boxes and stocked items in displays.
  • Maintained counter and display areas for cleanliness and organization.
  • Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
  • Followed up with customers to increase satisfaction with purchases and services.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Used in-store system to locate inventory and place special orders for customers.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Prioritized helping customers over completing other routine tasks in store.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Recommended complementary purchases to customers, increasing revenue.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Managed efficient cash register operations.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Developed strong rapport with customers and created positive impression of business.

RODAN AND FIELDS

CONSULTANT
04.2015 - 05.2021

Job overview

  • DURING MY TIME AS A CONSULTANT FOR RODAN AND FIELDS I FOCUSED ON HELPING CLIENTS IMPROVE THE CONDITION OF THEIR SKIN
  • I WOULD LEARN THEIR CONCERNS AND HELP THEM FIND THE BEST REGIMEN TO FIT THEIR SKIN CARE NEEDS
  • WITH PRODUCT KNOWLEDGE I WAS ABLE HELP PROVIDE RESULTS AND BUILD LASTING RELATIONSHIPS WITH MY CLIENTELE
  • HAVING AND SHARING PRODUCT KNOWLEDGE
  • ENGAGING POTENTIAL NEW CLIENTS
  • BUILDING LASTING CUSTOMER RELATIONSHIPS
  • ADDRESSING SPECIFIC SKIN CARE CONCERNS AND FOLLOW UP WITH CLIENTS TO ENSURE QUALITY SERVICE AND SATISFACTION

JC SERVICES

OWNER
05.2015 - 07.2016

Job overview

    • I OWNED MY OWN CLEANING BUSINESS UNTIL I GAVE BIRTH TO MY SON
    • I WOULD ACQUIRE ACCOUNTS THROUGH NETWORKING
    • THIS ENTAILED SCHEDULING, TIME MANAGEMENT, BUYING OF SUPPLIES, DILIGENCE, LOTS OF MANUAL LABOR (WHILE PREGNANT ;)) LAUNDRY AND LEAVING THE PLACE FEELING WELCOMING AND ENJOYABLE
    • MAKING SURE THE CLIENTS WERE HAPPY AND SATISFIED WITH MY WORK
    • I HAD CONDO ACCOUNTS IN KIHEI AS WELL AS ASSISTED ON LARGE HOMES IN LAHAINA

CACHE

CO-MANAGER
06.2006 - 04.2015

Job overview

  • I WAS RECRUITED AS A FULL-TIME SALES ASSOCIATE
  • AS SOON AS I STARTED I WAS QUICKLY TOP SALES
  • I WAS THERE FOR ABOUT A YEAR BEFORE I GOT PROMOTED TO ASSISTANT MANAGER DUE TO MY DEPENDABILITY, PERFORMANCE, RELIABILITY, FLEXIBILITY, CLIENT AND EMPLOYEE RELATIONS
  • I THEN BEGAN TAKING MORE OWNERSHIP IN MAKING SURE THE GOALS WERE COMPLETED AS A TEAM FOR THE DAY
  • I STARTED COUNTING THE TILL AND MAKING DEPOSITS, I WOULD FILL IN FOR PEOPLE WHEN THEY WERE SICK AND COMMUNICATE COMPANY NEWS TO BOTH EMPLOYEES AND CLIENTS I.E, SALES AND PROMOTIONS ETC..
  • IN 2008 I GOT PROMOTED TO CO-MANAGER I THEN BEGAN LEARNING AND PRACTICING MY COACHING SKILLS, I ALSO BEGAN TAKING ON MORE OF THE BACK OFFICE WORK I.E
  • HIRING AS WELL AS TERMINATING EMPLOYEES
  • DOING ALL THE PAPER WORK FOR BOTH TRANSACTIONS
  • TAKING MORE ACCOUNTABILITY ON HOW TO LEAD OTHERS, BEING A GOOD EXAMPLE AND A COMFORTABLE SOURCE OF GUIDANCE, IMPLEMENTING WAYS TO KEEP COMMUNICATION OPEN FROM ONE SHIFT TO THE NEXT TO ENSURE BEST POSSIBLE EMPLOYEE, CLIENT AND COMPANY CARE
  • I ALSO LEARNED HOW TO MERCHANDISE THE STORE
  • I WOULD TAKE INITIATIVE TO KEEP THE STORE LOOKING FRESH, INVITING AND HELP CREATE A FUN ENVIRONMENT FOR ALL EMPLOYEES AND CLIENTS
  • I WOULD BUILD CUSTOMER RELATIONSHIPS (I HAD MANY WHO WOULD REQUEST ME), I WOULD FOLLOW UP ON STORE ORDERS FOR CLIENTS, I LIKE TO MAKE A PERSONAL CONNECTION WITH ALL THAT CROSSED THOSE DOORS
  • I WOULD CREATE LASTING CUSTOMER RELATIONSHIPS
  • ALL STILL WHILE BEING IN THE TOP THREE SALES CONSISTENTLY FOR THE 9 YEARS I WAS THERE
  • I ALSO BEGAN TAKING ON MORE OF THE BACK OFFICE WORK I.E
  • HIRING AS WELL AS TERMINATING EMPLOYEES
  • DOING ALL THE PAPER WORK FOR BOTH TRANSACTIONS
  • I FILLED IN AS STORE MANAGER I.E, WHEN STORE MANAGER WAS ON VACATION OR MATERNITY LEAVE
  • I THEN DID SCHEDULES, ATTENDED MORE CONFERENCE CALLS, MAKING SURE THE FLOOR DUTIES WERE BEING ATTENDED TO AND TAKEN CARE OF AS THAT WAS MY NORMAL ROLE
  • THEREFORE, I HAD TO DELEGATE MY USUAL DUTIES OUT
  • THAT INVOLVED MORE COACHING MORE COMMUNICATION MAKING SURE EVERYONE FELT SUPPORTED IN THE SHIFT OF ROLES, WHILE STILL MAKING SURE THE GOALS WERE MET AND COMMUNICATED AND KEPT A PRIORITY EVEN WHILE HAVING TO BE ON THE FLOOR LESS
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Performed regular reviews assessing each employee's performance and developed improvement plans.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Accomplished multiple tasks within established timeframes.
  • Improved marketing to attract new customers and promote business.
  • Improved safety procedures to create safe working conditions for workers.
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

GEORGIOU

ASSISTANT MANAGER
10.2005 - 06.2006

Job overview

  • STARTED AS FULL-TIME SALES ASSOCIATE
  • QUICKLY WAS PROMOTED TO ASSISTANT MANAGER DUE TO THE FACT THAT I WAS RELIABLE, DEPENDABLE, FLEXIBLE AND WAS TOP SALES FROM THE WEEK I STARTED
  • DUTIES INCLUDED GREETING CUSTOMERS, ENGAGING AND BUILDING RELATIONSHIPS, PRACTICING ACTIVE LISTENING AND LEARNING WHAT IS WAS THAT THEY LIKED AND WANTED, PRACTICING PROBLEM SOLVING AND UP SELLING, AS WELL AS BACK OFFICE DUTIES SUCH AS BALANCING TILLS AND MAKING DEPOSITS, CHECKING GOALS AND MAKING PLANS TO HIT THEM
  • WORKING WELL WITH OTHERS SUPPORTING EACH OTHER AND CREATING A POSITIVE WORK ENVIRONMENT

MELLEOS COFFEE ROASTERS

BARISTA
07.2003 - 09.2005

Job overview

  • I WOULD GREET ALL CUSTOMERS, TAKE ORDERS (SOME VERY SPECIFIC), MAKE SAID ORDERS
  • GIVE A POSITIVE VIBE AND EXPERIENCE TO ALL IN THE CAFE
  • TREAT EVERYONE THE SAME (EVERY KIND OF PERSON COMES TO A COFFEE SHOP)
  • STAY ON TASK AND KEEP THE CAFE CLEAN AND UP TO CODE
  • WORK ALONG SIDE MANY DIFFERENT KINDS OF CO WORKERS AND HELP BUILD A PLEASANT AND FUN WORK ENVIRONMENT
  • HELP OPEN AND CLOSE THE SHOP EVENTUALLY I WOULD CLOSE DOWN THE TILLS AS WELL
  • I EVEN BUILT CLOSE CUSTOMER RELATIONSHIPS THEN
  • I STAYED BUSY AND I HELPED ELEVATE THE SERVICE AND THE ENVIRONMENT WHEN I WAS THERE
  • DURING MY TWO YEARS THERE I WORKED A FEW DIFFERENT LOCATIONS AS THE OWNER AND MANAGERS KNEW I WAS RELIABLE AND CONSISTENT AND THEY COULD TRUST ME TO BRING THAT TO ANY ENVIRONMENT I WAS IN

MARY KAY

CONSULTANT
06.2003 - 09.2005

Job overview

  • I ATTENDED MEETING AND CLASSES FOR EDUCATION, I LEARNED MAKEUP APPLICATION AND SOME DO'S AND DON'TS OF SAID APPLICATION
  • I DID DO MAKEUP APPLICATIONS FOR WEDDINGS AND PARTIES
  • I HAD TO ENGAGE AND INTRIGUE PEOPLE TO ATTEND AND HOLD SPACE FOR MY OWN PRESENTATIONS
  • I HAD TO OBTAIN PRODUCT KNOWLEDGE AND GIVE DEMONSTRATIONS
  • I HAD TO TRY TO CONNECT WITH INDIVIDUALS WHILE ALSO TRYING TO HOLD THE ROOM
  • I HAD TO MAKE SALES TICKETS (BEFORE SQUARE AND IPHONES)
  • I HAD TO MAKE SURE I HAD PRODUCT ON HAND SO I KNEW I COULD CLOSE A DEAL RATHER THE HAVE THE CLIENT WAIT AND ORDER (SOMETIMES THAT MAKES THE DIFFERENCE)
  • MOST IMPORTANTLY I LEARNED THAT THE BEAUTY INDUSTRY BROUGHT ME JOY
  • I THROUGHLY ENJOY CONNECTING WITH OTHERS OVER SKINCARE AND BEAUTY PRODUCTS

Education

SPA LUNA ESTHETICIAN HOLISTIC SCHOOL
HAIKU, HI

CERTIFIED ESTHETICIAN
11.2007

SOUTHERN OREGON UNIVERSITY
ASHLAND, OR

06.2005

Skills

  • SALES AND UPSELLING
  • BUILDS LASTING CUSTOMER RELATIONSHIPS
  • DRIVEN TO MAKE GOALS
  • VERBAL AND WRITTEN COMMUNCATION
  • TEAM BUILDING
  • SALES FLOOR MANAGEMENT EXPERIENCE
  • MERCHANDISING
  • ORGANIZATION
  • RELIABLE
  • DEPENDABLE
  • CREATES POSITIVE WORK ENVIRONMENT
  • KNOWLEDGEABLE WITH RETAIL STORE OPERATIONS
  • POS SYSTEMS ADN ORDERING PLATFORMS
  • CUSTOMER EXPERENCE MANAGER
  • CROSS-FUNCTIONAL TEAMWORK

Timeline

Experience Manager

Ulta Beauty Inc.
03.2022 - 02.2023

PRESTIGE BEAUTY ADVISER

ULTA BEAUTY
08.2021 - 03.2022

OWNER

JC SERVICES
05.2015 - 07.2016

CONSULTANT

RODAN AND FIELDS
04.2015 - 05.2021

CO-MANAGER

CACHE
06.2006 - 04.2015

ASSISTANT MANAGER

GEORGIOU
10.2005 - 06.2006

BARISTA

MELLEOS COFFEE ROASTERS
07.2003 - 09.2005

CONSULTANT

MARY KAY
06.2003 - 09.2005

SPA LUNA ESTHETICIAN HOLISTIC SCHOOL

CERTIFIED ESTHETICIAN

SOUTHERN OREGON UNIVERSITY

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JOANNA CAROUBA