LILIAN CRAWFORD

· Curated aesthetically relaxing, enjoyable environment to give clients utmost comfort during eyelash application and beauty treatments.

· Scheduled, confirmed, and carried out beauty services at studio.

· Listened to guest concerns, identified appropriate solutions, and resolved issues quickly with minimal expense.

· Acknowledged guest preferences, services, and feedback to create seamless experience for return visits.

· Kept detailed records of customer information and services provided to increase customer retention.

· Maintained full schedule of appointments with over 30 clients per week.

· Followed strict safety standards to protect clients from injury or infection.

· Utilized exceptional customer service skills throughout lash consultations and services.

· Evaluated client needs and recommended treatments and strategy to achieve desired results while maintaining skin health.

· Increased revenue through effective customer service and inventory management.

· Introduced new methods, practices, and systems to reduce turnaround time.

· Sourced and purchased innovative supplies to stay relevant and competitive in the beauty industry.

· Administered monthly accounting records and P& L.

· Responsible for managing 3 On-Premise customers valued at $28M+ in annual revenue staffing over 30 locations.

· Managed a team of 5 direct reports including 3 On-Premise Managers and 2 Service Managers.

· Sourced, recruited, managed, trained and mentored On-Premise Managers and Service Managers in account management, recruitment and on all operational and compliance aspects of staffing.

· Collaborated with On-Premise Managers to develop effective recruiting strategies to ensure the availability of qualified candidates to meet each customers' current and anticipated staffing needs.

· Provided 1:1 mentorship focusing on professional development and career pathing.

· Utilized best practices to customize and implement SOPs (Standard Operating Procedures) for each customer.

· Conducted monthly meetings with key stake holders at each customer site and to identify business opportunities.

· Coordinate with the Marketing Team and the Business Analyst to compile and deliver Client QBRs (Quarterly Business Reviews).

· Participate in On-Premise Sales presentations and site tours to secure new customers.

· Responsible for account implementation meeting with key stakeholders to customize the program, develop the implementation timeline, temporary employee transition, set up payroll, and invoicing and hire and train the On-Premise team.

· Manage operations including unemployment, payroll, invoicing, reporting and contract compliance.

· Oversee workers' comp coordinating with Risk Management to conduct investigation and mitigate costs.

· Review and manage financials and P&Ls to ensure growth and profit.