Summary
Overview
Work History
Education
Skills
Timeline
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Lorena Versteegh

Downingtown ,PA

Summary

Dynamic small business owner with a proven track record at Cookies By Design, excelling in customer relations and project management. Cultivated strong client relationships, enhancing satisfaction and retention. Skilled in team leadership and staff hiring, driving operational efficiency and fostering a collaborative workplace culture. Recognized for delivering exceptional service and innovative solutions.

Overview

21
21
years of professional experience

Work History

Owner

Cookies By Design
07.2022 - 07.2025
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
  • Trained and motivated employees to perform daily business functions.
  • Implemented marketing strategies to increase brand awareness and attract new customers.
  • Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
  • Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
  • Established foundational processes for business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
  • Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
  • Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
  • Interacted well with customers to build connections and nurture relationships.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Lead Decorator

Cookies By Design
08.2015 - 11.2017
  • Consistently received positive feedback from clients regarding attention to detail, creativity, professionalism.
  • Collaborated with clients to develop personalized design concepts, resulting in uniquely tailored spaces.
  • Enhanced client satisfaction by delivering high-quality decoration services within given timeframes.
  • Organized workflow efficiently to meet tight deadlines, enabling timely project completion.
  • Implemented creative solutions to overcome unexpected challenges during the decorating process.
  • Led interior design across conceptual, schematic, design development, and construction document phases.
  • Stayed up-to-date with industry trends, incorporating fresh ideas into design concepts.
  • Streamlined processes and procedures to improve overall efficiency within the decorating team.
  • Trained junior decorators in best practices and techniques, fostering professional growth within the team.
  • Increased client satisfaction by efficiently managing timelines and ensuring project completion within agreed deadlines.
  • Streamlined selection process for materials, resulting in cost savings without compromising on quality.
  • Read job orders and inspected workpieces to determine work procedures and materials required.
  • Maintained production and processing equipment in clean states and good working order to optimize performance.

Assistant Director Women’s Ministries

Calvary Fellowship Church
09.2004 - 09.2010
  • Streamlined communication between volunteers and administrators to foster a collaborative learning/working environment.
  • Implemented effective conflict resolution strategies for resolving issues among staff and volunteers.
  • Planned and executed successful annual women's retreats and conferences, managing logistics, speakers, and registrations.
  • Communicated effectively with volunteers, ministry leaders, and church members through various channels (emails, announcements, newsletters and brochures.)
  • Coordinated and organized weekly women's Bible studies and fellowship events.
  • Coordinated and led Bible study volunteer leadership meetings.
  • Training volunteer teams for various events
  • Developed and led a mentorship program for young adult women, connecting mentors and mentees for spiritual growth and support.

Education

High School Diploma -

Ygnacio Valley High School
Concord

Skills

  • Customer relations
  • Small business operations
  • Relationship building
  • Verbal and written communication
  • Client service
  • Project management
  • Team oversight
  • Staff hiring
  • Customer service
  • Teamwork and collaboration
  • Team leadership
  • Event planning and management
  • Leadership development
  • Active listening
  • Conflict resolution
  • Teamwork and collaboration

Timeline

Owner

Cookies By Design
07.2022 - 07.2025

Lead Decorator

Cookies By Design
08.2015 - 11.2017

Assistant Director Women’s Ministries

Calvary Fellowship Church
09.2004 - 09.2010

High School Diploma -

Ygnacio Valley High School

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