Merandah Kallos
Chandler,AZ
Summary
Professional and motivated individual adept at building trusting relationships with customers. Skilled in communication, experienced with technology, and able to effectively problem solve. Passionate about exceeding personal and company expectations while working in both team-based and independent capacities.
Overview
10
10
years of professional experience
Work History
Customer Service, Family Counselor
Paradise Memorial Gardens
07.2022 - Current
- Responds to client inquiries in a timely, respectful, sensitive and professional manner
- Connects with families through listening, honest communication and genuine concern
- Develops an understanding of each family's unique needs and offers solutions that provide value to them
- Stays in touch with families to ensure satisfaction
- Prepares for all appointments and performs all procedures with professionalism and attention to details
- Holds self-accountable for prospecting a minimum of 1-2 hours each day
- Obtains referrals from families served by the location
- Networks and builds community and civic relationships
- Explains and presents presentations to families served and referred families
- Maintains and tracks activity levels to ensure productivity
- Responds to client inquiries in a timely, respectful, sensitive and professional manner
- Connects with families through listening, honest communication and genuine concern
- Develops an understanding of each family's unique needs and offers solutions that provide value to them
- Stays in touch with families to ensure satisfaction
- Prepares for all appointments and performs all procedures with professionalism and attention to detail
- Follows through on all customer problems and requests
- Builds trust-based relationships to earn the right to ask for referrals
- Earns the right to gain referrals to offer protection to protect family members, and the family's relatives and friends, by educating them on the benefits of pre-planning
- Represents a continuous link from services provided at need, through aftercare, to providing services to protect families in the future
- Collaborates and teams with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high quality service
- Thoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or sales
- Implemented and developed customer service training processes
- Cross-trained and backed up other customer service managers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Followed up with customers about resolved issues to maintain high standards of customer service
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Recorded account information to open new customer accounts
- Maintained accurate and thoroughly documented notes and client records in accordance with licensing standards
- Delivered prompt service to prioritize customer needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Reached out to customers after completed sales to suggest additional service or product purchases
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Communicated professionally with colleagues, freelancers and clients
- Provided ongoing guest service
- Met customer call guidelines for service levels, handle time and productivity
Prestige Beauty Advisor
Ulta Beauty Inc.
10.2017 - Current
- Greeting all guests with friendly, prompt and courteous service
- Informing guests of current promotions, events and services within the store, promoting the Ulta Beauty loyalty and guest service programs
- Meeting/exceeding individual sales and productivity goals
- Presenting an image at all times that reflects the knowledge of the prestige cosmetic lines
- Performing makeup applications, skincare analysis and product demonstrations
- Booking appointments for scheduled special events
- Ensuring all testers within the prestige area are continuously in stock and maintained in compliance with hygiene standards
- Ensuring stock is always kept full within the prestige categories
- Ensuring all resets and planograms are correctly executed and maintained
- Ensuring makeover stations adhere to all company standards
- Executing and maintaining visual merchandising standards
- Maintaining standards of cleanliness and organization within the prestige area and Ulta Beauty color library.
Merchandise Service Coordinator Manager
Ulta Beauty
10.2020 - 08.2021
- MSC is responsible for leading through Ulta Beauty s mission, vision, and values and contributing to a high-performing team that consistently delivers top-line sales growth
- The MSC reports to, and supports, the Retail Operations Manager (ROM)
- supervises a team of task associates and is accountable for supporting the operations of a retail store, including, but not limited to, the shipment process, physical inventory, and all other inventory-related functions
- This leader drives his/her business through a focus on performance (sales, inventory results, and operational compliance), people (training and development), and process (standard operating procedures)
- This position requires a passion for operational excellence, a drive for results, and the ability to quickly and efficiently lead through unforeseen complexity
- The MSC is a champion of Ulta Beauty s mission, vision, and values, and should demonstrate them skillfully and consistently through the following (as well as all other projects/duties as assigned)
- Meet or exceed goals related to total store sales, inventory, and operational excellence
- Forecast and adjust payroll to maximize productivity and complete task workload
- Daily tasks, shipment, and inventory processes) on time, and within the payroll budget
- Build a team that embodies the Ulta Beauty brand by delivering exceptional service through the execution of tasks that drive product availability, newness, and the option for a self-navigated shopping experience
- Review and interpret financial and operational reporting regularly
- Championing and modeling the Ulta Beauty mission, vision and values
- Meeting/exceeding sales, profitability and operational goals
- Forecasting/adjusting payroll to maximize productivity and workload
- Enhancing the Ulta Beauty brand through “wow” guest experiences
- Reviewing/interpreting financial and operational reporting, including store visit and audit results
- Identifying underperforming metrics and generating strategic solutions that leverage existing tools, programs and resources
- Attracting, hiring and retaining a diverse team of top talent
- Training, coaching and developing direct reports
- Enhancing associate engagement by building a high-performance environment that inspires and encourages
- Promoting operational excellence by sharing best-practices, establishing priorities and providing support
- Ensuring adherence to all Ulta Beauty policies, procedures and standards, including merchandising and visual updates
- Prioritizing tasks and managing store workload
- Protecting company assets and minimizing loss according to store standards and operating procedures, including workplace safety, inventory control and loss prevention
- Supporting continuous improvement by implementing company programs and influencing end-user adoption
Specialty Artist
Ulta Beauty, MAC Cosmetics
08.2018 - 01.2019
- Greeting guests with warm, prompt and individualized service and learning of their needs by tuning in, asking good questions, listening to learn and recommending/demonstrating appropriate products, samples and services
- Conducting personalized, professional caliber makeup demonstrations, applications, and lessons to M·A·C and Ulta Beauty standards
- Sharing product knowledge, makeup application techniques, information on makeup trends, M·A·C consciousness programs, M·A·C and philosophies
- Serving as Ulta Beauty and M·A·C brand ambassadors with the all store associates, brand partners and guests
- Maintaining/updating an active clientele portfolio
- Meeting/exceeding individual sales targets
- Participating in promotions and marketing initiatives, promoting Ulta Beauty loyalty and guest service programs
- Studying and practicing Skill Certification requirements and completing as many skill sets as appropriate
- Actively participating in M·A·C and Ulta Beauty training sessions
- Maintaining the work environment by cleaning displayer units, tools, testers throughout the day and cleaning/replacing broken or damaged products
- Assisting in various inventory management tasks (stocking, restocking, rotating stock, etc.)
Customer Service Assistant
LineDrive Pro Trainer
02.2015 - 10.2017
- Education and Training courteous service
- Inform guests of current promotions, events
- Responsible for meeting or exceeding individual sales and productivity goals
- Book appointments for scheduled special events
- Ensure stock is kept full at all times
- Ensure all resets and planograms are executed as directed
- Maintain company visual merchandising standards
- Educated consumers on the benefits of the Line Drive Pro Trainer, thoroughly explaining details and care of merchandise
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Satisfy all customer concerns both in email and in person
- Displayed strong telephone etiquette, effectively handling difficult calls
- Consulted with customers regarding needs and addressed concerns
- Communicated information to customers about product quality, value and style
- Recommended, selected and helped locate merchandise based on customer needs and desires
- Answered questions and informed customers of current sales and promotions.
Education
Associate of Applied Science - Mortuary Science
Chandler Gilbert Community College
05.2022
Associate of Arts - Liberal Arts
Chandler Gilbert Community College
05.2017
High School Diploma - undefined
Gilbert High School
05.2011
Skills
- Team Management
- Sales and business oriented
- Ten years of experience in retail and makeup
- Fluent in Spanish
- MS Word, Excel, and Outlook
- Ability to build and maintain strong guest relationships
- Proven ability to drive sales, products, and services
- Strong leadership
- Ability to work well independently and as part of a team
- Maintaining/updating active clientele portfolio
- Demonstrated sales, product, and service competency
- Ability to build and maintain strong guest relationships, positively and proactively handling concerns and prioritizing tasks
- Ability to work nights and weekends
Timeline
Customer Service, Family Counselor
Paradise Memorial Gardens
07.2022 - Current
Merchandise Service Coordinator Manager
Ulta Beauty
10.2020 - 08.2021
Specialty Artist
Ulta Beauty, MAC Cosmetics
08.2018 - 01.2019
Prestige Beauty Advisor
Ulta Beauty Inc.
10.2017 - Current
Customer Service Assistant
LineDrive Pro Trainer
02.2015 - 10.2017
Associate of Applied Science - Mortuary Science
Chandler Gilbert Community College
Associate of Arts - Liberal Arts
Chandler Gilbert Community College
High School Diploma - undefined
Gilbert High School