Latrisha Michel
Hollywood,FL
Summary
Seasoned Client Experience Manager responsible for orchestrating the rollouts of clienteling initiatives and tools that make connecting with clients genuine and effortless. Proven track record of identifying and creating profitable business opportunities, qualifying authentic prospects and cultivating strong partnerships. Demonstrated expertise in team leadership and development. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Lancôme Counter Manager
Nordstrom
Aventura, FL
01.2024 - Current
- Developed sales plans to increase product visibility and customer awareness.
- Assisted with store operations, including inventory management and stock replenishment.
- Maintained accurate records of daily, weekly and monthly sales figures.
- Provided feedback on customer purchases to ensure satisfaction with products purchased.
- Organized promotional events to maximize sales opportunities in the store.
- Delegated work to staff, setting priorities and goals.
- Performed regular maintenance checks on POS systems, registers, scanners and other equipment used in the store.
- Analyzed data from past sales activities to forecast future needs of the business.
- Researched competitive pricing strategies to ensure competitive services for products offered.
- Planned marketing campaigns aimed at increasing brand recognition amongst local community.
- Collaborated with other departments within the organization on special projects as needed.
- Implemented new policies and procedures related to counter operations as required.
- Identified areas of improvement within existing operations processes and took corrective action accordingly.
- Provided customer service by answering questions, providing recommendations and addressing opportunities.
- Attracted new clients through brand promotion and sales marketing practices.
- Reviewed and analyzed business performance on daily, weekly, monthly, seasonal and annual basis.
- Described merchandise and explained use, operation and care of merchandise to customers.
- Analyzed business performance data and forecasted business results for upper management.
Executive Sales Manager- Cosmetics and Fragrance
Macy's Boca Town Center
Boca Raton, FL
03.2018 - 06.2023
- Led the execution of clienteling activities with team, developing actions to reach clear goals and KPIs
- Monitored client advisor performance and work on a daily/weekly/monthly plan to ensure clienteling excellence
- Partnered with the Store Manager to ensure Client Advisors developed full product knowledge through specific training, while ensuring their awareness of market trends and competitors
- Partnered with the Store Manager and the Merchandising team, by providing effective feedback on products, stock situation and specific category requests to grow the business
- Effectively communicated and presented information in one-on-one and small group situations to customers, and all levels of internal and external business partners
- Met regularly with counter managers/brand coordinators/vendors to discuss performance, goals and actions
- Implemented and drove vendor/brand specific marketing campaigns
- Drove sales through brand training events
- Directed and managed team to meet or exceed performance and behavioral expectations through coaching based development
- Analyzed business performance and create strategies to exceed daily, weekly, monthly, seasonal and annual goals
- Developed business initiatives that grew the client base, drove sales and the company's presence in the marketplace, with particular emphasis on building events relevant to the local market
- Consistently achieved the overall sales objectives using all levers, including but not limited to products, services, and events to drive and maximize sales performance
Style Advisor, Social Media Networking- Brand Ambassador
Macy's Inc.
Boca Raton, FL
2019 - 06.2023
- Communicating features and benefits of merchandise beyond the basics, current fashion trends, and suggestive selling techniques, to appeal to the customer's needs, and ultimately generate sales
- Developed seasonal and brand style guides to promote Macy's
- Communicated with stylists to effectively showcase Macy's private brands as well as vendor driven brands such as BCBG, Vince Camuto, and Michael Kors
- Built online presence and relationships with customers to increase likelihood of repeat business
- Educated customers about brand to incite excitement about company’s mission and values
- Leverage social media to create one one style advising appointments, which resulted in steady a 7%-10% increase in sales for major promotions
Executive Sales Manager- RTW and Leather Goods
Macy's Broward Mall
Plantation, FL
08.2015 - 03.2018
- Led and inspired a dedicated team to deliver the highest performance through a customer centric attitude
- Participate in attracting, recruiting, and onboarding a high performing team
- Worked with diligence to regularly meet or exceed special targets, including credit card applications, special donations and specific product promotions
- Increased brand awareness through event marketing, demonstrations, sales and brand promotion
- Organized store merchandise racks and displays to promote "story-telling" through merchandising
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
- Contributed towards the store reaching and exceeding weekly, quarterly and annual objectives and goals; also responsible for reaching and exceeding personal sales goals
- Drove the store opening and closing procedures
- Ability to communicate effectively with customers, peers, and management, and create strong partnerships with other shop associates and managers to meet customer's needs
- Developed team communications and information for floor meetings
Retail Counter Manager, Chanel Beaute
Macy's
Plantation, FL
02.2013 - 08.2015
- Analyze sales data to identify best-selling lines and to develop promotional strategies.
- Ensure that shelves are stocked with the right types and quantities of products
- Display, arrange, price, and rotate products in store
- Maintain store shelves by removing dated or damaged products
- Optimize sales volume and profitability by identifying profitable lines and bestsellers
- Inspire teamwork to reach sales goals and elevate the customer experience
- Drove 20% increase in customer traffic and 8% increase in radiated sales through vendor specific eventing
- Capitalized on multiple upsell opportunities with new and potential customers through clienteling, resulting in 7% increase in revenue
Retail Cosmetics Brand Expert, Clarins
Macy's
Pembroke Lakes Mall, FL
01.2012 - 02.2013
- Demonstrate knowledge of products and services to build rapport and loyalty
- Lead product demonstrations and peer-to-peer training
- Use point of sale technology and applications, including handheld technology, to assist in selling and fulfilling of customer orders
- Merchandise new receipts, process damages, testers and select merchandise to return to vendors
- Oversee presentation, organization, storing and stock replenishment
- Adhere to safety and hygiene standards; comply with asset control and control procedures
Seasonal Retail Sales Associate
Macy's, Pembroke Pines FL
Pembroke Lakes Mall, FL
11.2011 - 12.2011
- Greeted customers and determined needs and wants
- Recommended merchandise based on individual need
- Explained the use and advantage of merchandise to customers
- Met monthly/daily sales goals
- Handled payment through cash, check, and credit card
Education
Communications in Management -
Florida International University
Miami, FLCurrent
High School Diploma -
Nova High School
Davie, FL01-2012
Skills
Client Experience and Development
- Provide a unique in store and after sales experience to every client
- Foster a culture of building relationships and personalizing client experiences
- Address and successfully resolve client situations according to company philosophy, policies, and standards
- Model brand image expectations in terms of image code and service behaviors as a brand ambassador to all audiences
- Maintain visual merchandising standards at all times
Business Driver and Brand Ambassador
- Continuously networks to identify and execute strategic growth opportunities through building relationships within the local community
- Proactively maintains up-to-date awareness of the current industry trends and news, local trends, and competitive activity
- Implement effective goal setting in the area of sales, KPI's, clienteling, service behaviors, and CRM
- Utilize client data to retain, recruit, and grow client return rates
Operations and Reporting
- Stock and merchandise reporting with a focus on replenishment and quality
- Oversee in partnership with the Store Manager all operational tasks
- Recap weekly business performance and events ensuring timely submission
- Management and optimization of staff scheduling to ensure adequate floor coverage for an elevated customer service experience
- Coordinate schedule requests, paid time off, holiday, and over-time and leave processing with HR/Payroll
- Support and promotion for loss prevention in all areas of risk management, physical security, store cash controls, inventory management, inter-store communication, and L/P audits
Leadership
- Fosters a positive working environment that encourages diversity, mutual respect and team collaboration
- Plays an active role on the sales floor to lead the team by example through internal and external interactions
- Approaches the business with an omni-channel mindset, driving sales to fashion boutiques and online sales when appropriate
- Develops relationships with internal store personnel in the market and external vendors within mall/center
Team Development
- Create a culture of service, expertise, cleanliness, organization, and attention to detail
- Ensure continuous growth and development of staff with a focus on succession planning and career development
- Create and drive development plans
- Oversee annual review process for all store employeesLeverage fluency in product, service, and artistry skills to coach and support the boutique team, elevating their skills and expertise to deliver an exceptional client experience
- Facilitate regular team communication sessions to ensure seamless communication of promotional activity, performance to goal, corporate initiatives, and related topics
- Proactively identify, address, and resolve employee issues in a professional manner and in accordance with company standards, policies, and procedures; partnering with HR as needed
Accomplishments
- Mark Sturman Multi Unit Franchise Owner, Massage Envy
- Bob Goodman VPSM, Macy's
- Beatrice Coleman Sales Manager, Macy's
References
References available upon request.
Timeline
Lancôme Counter Manager
Nordstrom
01.2024 - Current
Executive Sales Manager- Cosmetics and Fragrance
Macy's Boca Town Center
03.2018 - 06.2023
Executive Sales Manager- RTW and Leather Goods
Macy's Broward Mall
08.2015 - 03.2018
Retail Counter Manager, Chanel Beaute
Macy's
02.2013 - 08.2015
Retail Cosmetics Brand Expert, Clarins
Macy's
01.2012 - 02.2013
Seasonal Retail Sales Associate
Macy's, Pembroke Pines FL
11.2011 - 12.2011
Style Advisor, Social Media Networking- Brand Ambassador
Macy's Inc.
2019 - 06.2023
Communications in Management -
Florida International University
High School Diploma -
Nova High School