Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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
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
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
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
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
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, MA
01.2017

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

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MARY VOLead Concierge