MARY VO
Lead Concierge
Boston,MA
Summary
My career objective is to obtain a position with a high-end professional workplace that will allow me to utilize my customer service, communication, and problem-solving skills while providing customers with an excellent personal experience. I am confident in my ability to meet the demands of high-end hospitality work and eager to contribute to the company's success.
Overview
12
12
years of professional experience
5
5
Certification
Work History
Lead Concierge
Mediate Management Company
Boston, MA
02.2023 - Current
- Delivered exceptional guest services by anticipating needs and providing personalized recommendations.
- Managed team operations, fostering collaboration to enhance service delivery standards.
- Implemented training programs for staff, improving service efficiency and knowledge retention.
- Oversaw daily concierge activities, optimizing workflows to improve overall performance metrics.
- Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
- Fostered positive relationships with fellow staff members across various departments to ensure seamless collaboration in addressing guest needs or concerns promptly.
- Managed high-profile clients'' requests and ensured their expectations were exceeded through meticulous attention to detail.
Manager
Victoria Secret
Boston, MA
08.2022 - 01.2023
- Organising display floor and promotional window displays ensuring that store is well-stocked and merchandise is properly displayed
- Knowledgeable in Point of Sale (POS) systems
- Promoted the store's membership program, signing up new customers daily and increasing revenue and improving customer loyalty
- Proven ability to handle customer inquiries, complaints and concerns efficiently Served as point of contact for customer resolution, successfully descalating 95% of issues
- Handled merchandise returns, assisted store with ordering new merchandise, store associates to accept deliveries, transfer, and processing from stockroom and sales floor
Small Business Owner
Susan Nail and Spa
Boston, MA
08.2017 - 02.2022
- Keeping a clean and professional work environment for both technicians and clients. Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Updating menus and promotions to fit trends utilizing sales data, and customer feedback to develop and implement strategic plans to increase revenue and improve customer satisfaction
- Maintained up-to-date knowledge of sales strategies and product offerings, current trends and designs, leading to up-sell revenue
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Trained and mentored staff on best practices in customer service and nail care techniques.
- Hire, schedule, train, motivate, and evaluate team
- Managed daily operations to ensure seamless service delivery and customer satisfaction.
Nail Technician / Esthetician
MiniLuxe
Boston, MA
11.2016 - 07.2017
- Perform services, recommend personalized treatments for clients
- Resolved customer concerns promptly, ensuring positive outcomes and retention of clientele.
- Prompt and up sell additional services and products
- Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
- Worked closely with existing customers to understand their needs, resulting in repeated retention revenue
- Provided high-quality nail services, ensuring customer satisfaction through attention to detail and care.
Manager
Landau Jewellery
Boston, MA
04.2013 - 07.2015
- Organising display floor and promotional window displays ensuring that store is well-stocked and merchandise is properly displayed
- Analyze sales data, trends, and customer feedback to develop and implement strategic plans to increase revenue and improve customer satisfaction.
- Deposited cash and checks to bank.
- Organizing display floor and promotional window displays ensuring that store is well-stocked and merchandise is properly displayed
- Collaborated with other store departments to help customers with orders and custom orders
- Learning and improving on product knowledge and merchandise
- Keeping contact and building relationships with new and existing customer
- Opening and Closing store operations
Education
Associate Degree - Cosmetology
New England Hair Academy
Malden, MA01.2017
Skills
- Bi-Lingual Vietnamese/English
- Improve efficiency and customer experience
- Organization/Detail oriented
- Problem-solving
- Guest relations
- Strong work ethic
- Self motivation
- Hospitality service expertise
- Results-oriented
- Microsoft Office (Word, Excel, PowerPoint)
Certification
- Certification - Are You a Boss or a Leader? 2025 Mediate Management
- Certification - Empathy and Emotional Intelligence for Leaders 2025 Mediate Management
- Certification - Conducting a Performance Review 2024 Mediate Management
- Awarded - Victoria Secret Employee of the month 2022
- Certification - Barbicide Health C-19 Certified 2020
- Certification - Women-Owned Small Business Certification 2018
- Awarded - Landau Sales Certification exceeding over 50k 2015
Timeline
Lead Concierge
Mediate Management Company
02.2023 - Current
Manager
Victoria Secret
08.2022 - 01.2023
Small Business Owner
Susan Nail and Spa
08.2017 - 02.2022
Nail Technician / Esthetician
MiniLuxe
11.2016 - 07.2017
Manager
Landau Jewellery
04.2013 - 07.2015
Associate Degree - Cosmetology
New England Hair Academy