Kimberly Mais

Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.

• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Keeping abreast of and responding to over 30 emails daily.
• Answering over 100 calls daily during open enrollment.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
• Managed fifteen (15) female Aestheticians, while garnering expertise in conflict resolution.

• Managed payroll processes, adhering to budget guidelines while maintaining adequate staffing levels at all times.
• Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
• Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
• Coached employees on upselling techniques, resulting in higher average ticket sales per guest visit.
• Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
• Ensured strict adherence to sanitation protocols, protecting both guests'' health as well as the reputation of the spa business.
• Developed strong relationships with vendors to secure best pricing on products and supplies.
• Coordinated special events, attracting new clients and boosting overall sales.
• Managed inventory control, reducing waste and lowering product costs.
• Hired, facilitated and supervised repairs done by workmen.
• Liaised with over 10 suppliers and constantly sourced premium products at great deals

• Managed front desk operations, ensuring efficient check-in/check-out processes for all clients.
• Trained new hires on company policies, procedures, and best practices, contributing to a well-prepared team of professionals.
• Collaborated with spa therapists to ensure seamless delivery of treatments, resulting in positive client feedback.
• Monitored access of guests and escorted to treatment areas.
• Resolved client concerns in a timely manner, fostering trust and loyalty among clientele.
• Implemented standard operating procedures for consistent quality assurance across all services offered at the facility.
• Maintained solid knowledge base of all spa and resort products and services.
• Continuously updated knowledge of industry trends to ensure that the spa remained competitive in its offerings.
• Maintained a clean and organized spa environment, adhering to strict sanitation standards for the safety of staff and guests.
• Worked 12-hour shifts as needed during busy periods to ensure productivity and proper use of resources.