Maki-‘Yah Harper
Hampton,Va
Summary
Adept at driving growth and enhancing client satisfaction, I leveraged my expertise in nail extensions and exceptional customer service at Icey LLC to significantly boost salon revenue. My knack for promotional planning and relationship building, coupled with a proven track record in team leadership and problem-solving, positions me as a dynamic asset to any team.
Overview
8
8
years of professional experience
Work History
Licensed Nail Professional
Icey LLC
Newport News, VA
04.2019 - Current
- Boosted salon revenue by upselling additional services such as gel polish applications or paraffin wax treatments during appointments.
- Increased client retention through exceptional customer service and personalized recommendations for nail care products.
- Provided exceptional aftercare advice to clients following appointments, ensuring their satisfaction and promoting the longevity of salon-provided services.
- Utilized social media platforms effectively to showcase completed work examples alongside promotions or special offers available at the salon.
Shift Manager
SUBWAY®Restaurants
Hampton, Va
06.2017 - 09.2019
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Exercised composure under pressure and in escalated customer service scenarios.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Implemented process improvements that streamlined daily operations, enhancing overall efficiency within the shift.
- Improved operational efficiency by adopting new technologies for order processing and inventory management.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
- Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Troubleshot equipment to reduce service calls and downtime.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Sales Manager
Puma
Williamsburg, VA
05.2017 - 09.2019
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Drove regional sales growth, implementing innovative marketing strategies and cultivating key partnerships.
- Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
- Enhanced team performance with comprehensive training sessions, focusing on product knowledge and sales techniques.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Licensed Nail Professional
Serenity Nails
Chesapeake, VA
02.2017 - 02.2019
- Boosted salon revenue by upselling additional services such as gel polish applications or paraffin wax treatments during appointments.
- Increased client retention through exceptional customer service and personalized recommendations for nail care products.
- Provided exceptional aftercare advice to clients following appointments, ensuring their satisfaction and promoting the longevity of salon-provided services.
- Utilized social media platforms effectively to showcase completed work examples alongside promotions or special offers available at the salon.
- Implemented creative marketing strategies to attract new clients through referrals and targeted advertising efforts.
- Demonstrated mastery of industry trends and techniques, offering innovative styles to satisfy diverse clientele preferences.
- Assisted in inventory management, conducting regular audits of supplies to maintain adequate stock levels for salon operations.
- Managed appointment scheduling efficiently while accommodating walk-in guests whenever possible, maximizing daily client volume without compromising service quality.
- Maintained a clean and sanitized work environment, adhering to state regulations and promoting the health of clients.
- Applied advanced knowledge of nail anatomy and physiology when performing treatments, ensuring optimal results without risk of injury or damage.
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Enhanced customer satisfaction by providing quality nail services, including manicures, pedicures, and nail art.
- Oversaw schedule to manage appointments of new and existing clients.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Communicated effectively with management concerning important customer issues.
Sales Associate
Rue21
Newport News, VA
09.2016 - 05.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Collaborated with team members to achieve monthly sales targets.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Led team meetings focused on sales techniques and product features, boosting overall team performance.
- Managed efficient cash register operations.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Prioritized helping customers over completing other routine tasks in store.
Education
Associate Of Applied Science - Business Management
Tidewater Community College
Norfolk, VANail Technology Certification - DPOR Cosmology & Barbering
S&J School of Nail Technology
Newport News, VA07.2019
Skills
- Nail extensions
- Gel application
- French manicure
- Client consultation
- Sanitation protocols
- Appointment scheduling
- Customer service
- Time management
- Team collaboration
- Verbal and written communication
- Relationship building
- Appointment management
- Operations leadership
- Inventory controls
- Training and coaching
- Customer education
- Proficient in software
- Promotional planning
- Investment product sales
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Call answering and routing
- Decision-making
- Detail-oriented
- Workspace organization
- Team building
- Data entry
Accomplishments
- Enhanced Customer Satisfaction: Achieved a 15% increase in customer satisfaction ratings by implementing personalized service strategies and resolving issues promptly and effectively
- Streamlined customer service processes, reducing response time by 24 hours which resulted in quicker resolution of inquiries and complaints.
- Developed and conducted training programs for new customer service team members, leading to improved team performance.
- Contributed to a 10% increase in sales through upselling and cross-selling techniques while maintaining exceptional service quality standards.
- Received a Customer Service Excellence Award for outstanding performance and commitment to customer satisfaction.
- Successfully gathered and analyzed customer feedback, driving changes that improved service delivery and product offerings based on customer needs.
- Demonstrated strong problem-solving skills by effectively managing and resolving customer complaints, leading to a decrease in escalations to management.
Timeline
Licensed Nail Professional
Icey LLC
04.2019 - Current
Shift Manager
SUBWAY®Restaurants
06.2017 - 09.2019
Sales Manager
Puma
05.2017 - 09.2019
Licensed Nail Professional
Serenity Nails
02.2017 - 02.2019
Sales Associate
Rue21
09.2016 - 05.2018
Associate Of Applied Science - Business Management
Tidewater Community College
Nail Technology Certification - DPOR Cosmology & Barbering
S&J School of Nail Technology