Summary
Overview
Work History
Education
Skills
Timeline
Generic

Madeleine Golly

Grapevine,TX

Summary

A highly motivated employee with a strong desire to take on new challenges. Possesses a solid work ethic, adaptability, and exceptional interpersonal and customer service skills. Demonstrates proficiency in working effectively unsupervised and swiftly acquiring new skills, all while efficiently multi-tasking and managing time. Committed to providing each customer with a positive and unforgettable experience.

Overview

15
15
years of professional experience

Work History

Senior Solution Specialist

Madison Reed- Remote
11.2021 - 09.2024
  • Developed and implemented solutions to improve customer satisfaction levels.
  • Analyzed customer requirements, identified areas of improvement, and recommended appropriate solutions.
  • Assisted call center employees by creating self-help tools and developing comprehensive training programs.
  • Collaborated with product management team members to ensure alignment between customer needs and product features.
  • Identified customer needs and provided tailored solutions to meet them.
  • Resolved customer complaints in a timely manner.
  • Documented customer interactions, outcomes, and feedback for future reference.
  • Analyzed data from surveys and focus groups to inform marketing initiatives.
  • Developed training materials for staff members on various aspects of solutions delivery.
  • Managed the daily operations of all assigned social media accounts.
  • Monitored customer comments on various social media channels and responded in a timely manner.
  • Provided training and guidance to team members on best practices for utilizing social media tools.
  • Identified areas of improvement in existing training methods and procedures.
  • Advised management on best practices related to employee education initiatives.
  • Collaborated with management to align on strategy and communication of content.

Retention Agent

Madison Reed- Remote
03.2020 - 09.2024
  • Develops highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provides ongoing guest service.
  • Promotes superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Recommends products to customers, thoroughly explaining details.
  • Exhibits high energy and professionalism when dealing with clients and staff.
  • Communicates effectively with clients to establish expectations and desires for color treatment.
  • Educates clients about products and self-maintenance for healthy hair based on needs and preferences.
  • Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.

Shift Leader

Madison Reed
09.2019 - 03.2020
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Regulated pricing, inventory count and supply during shift hours.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Selected and formulated chemical color treatments to achieve clients' desired hair color, measuring and mixing components with accuracy.
  • Communicated effectively with clients to establish expectations and desires for color treatment.

Executive Assistant

Main Street Counseling Center
03.2010 - 01.2020
  • Assisted on part time basis performing administrative assistant duties including reception, scheduling and moving practice billing system to an electronic paperless filing system.

Senior Hairstylist

Fantastic Sams Cut & Color
02.2019 - 07.2019
  • Coached and developed team members to deliver highest level of team culture, client satisfaction and salon performance.
  • Conducted and maintained inventory and set up retail displays to attract guest attention resulting in increased sales.
  • Promoted and sold service treatments, enhancements and upgrades to maximize revenue.
  • Answered phone calls and emails to schedule client appointments.
  • Initiated and engaged clients in conversations as part of personalized service.

Colorist

JCPenney Salon By InStyle
02.2017 - 02.2019
  • Established rapport and positive client relationships to maintain and expand clientele via referrals and word-of-mouth.
  • Handled inventorying of hair products.
  • Prepared hair for styling, coloring treatments, and cuts.
  • Evaluated client needs and recommended treatments and strategy to achieve desired result, while maintaining hair health.

Billy Bob's Texas
08.2014 - 06.2015
  • Duties include customer service, ticketing, sales, front desk, cashier and special events.

Education

Cosmetology

Ogle Hair Skin
10.2016

High School Diploma -

Grapevine High School
Grapevine, TX
05.2013

Skills

  • Work Complaint Handling
  • Conflict resolution skills
  • Good listening skills
  • Self-motivated professional
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Upbeat and Positive Personality
  • Multitasking and Prioritization
  • Problem-Solving
  • Customer-Oriented
  • Teamwork and Collaboration
  • Audience Engagement
  • Sales
  • Social Media Management
  • Project Development
  • Presentations
  • Staff Training and Mentoring
  • Conflict Management
  • Processes and Procedures
  • Customer Retention

Timeline

Senior Solution Specialist

Madison Reed- Remote
11.2021 - 09.2024

Retention Agent

Madison Reed- Remote
03.2020 - 09.2024

Shift Leader

Madison Reed
09.2019 - 03.2020

Senior Hairstylist

Fantastic Sams Cut & Color
02.2019 - 07.2019

Colorist

JCPenney Salon By InStyle
02.2017 - 02.2019

Billy Bob's Texas
08.2014 - 06.2015

Executive Assistant

Main Street Counseling Center
03.2010 - 01.2020

Cosmetology

Ogle Hair Skin

High School Diploma -

Grapevine High School

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Madeleine Golly