Mia Yates
Mesa,AZ
Summary
Results-driven professional with a proven track record in enhancing customer satisfaction and engagement. Skilled in data analysis and process improvement, leading initiatives that elevate brand experiences.
Overview
24
24
years of professional experience
Work History
Experience Manager
Ulta Cosmetics
Gilbert, Arizona
08.2021 - Current
- Led customer experience initiatives to enhance engagement and satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved escalated customer complaints in a timely manner, ensuring satisfactory outcomes.
- Fostered a welcoming environment that encouraged customer loyalty and retention.
- Trained and mentored staff on best practices for customer interaction.
- Analyzed customer data to identify trends and inform decision-making.
- Identified opportunities for process improvements based on insights from data analysis.
- Developed and implemented effective strategies for managing client expectations.
- Tracked performance indicators such as response times, resolution rates, and customer feedback scores.
- Developed strategies for improving service delivery across multiple channels including web, phone, email.
- Collaborated with cross-functional teams to streamline operational processes.
- Coordinated cross-functional activities between departments such as marketing, sales, and operations.
- Coordinated events and promotions to elevate brand experiences in-store.
- Maintained relationships with key stakeholders, vendors, and customers to ensure a positive experience.
- Prevented key account losses by researching discrepancies and correcting problems.
Operations Manager
Ulta Cosmetics
Las Vegas, Nevada
08.2020 - 08.2021
- Implemented process improvements to enhance operational efficiency across departments.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Led daily operations to ensure smooth store functionality and customer satisfaction.
- Trained and developed staff on company policies and operational procedures.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed inventory levels, ensuring product availability and timely restocking.
- Managed scheduling, training and inventory control.
- Oversaw compliance with safety standards and company regulations in-store operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Built strong operational teams to meet process and production demands.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Improved morale and management communication by creating employee recognition and rewards practices.
Retail Sales Manager
Ulta Cosmetics
Las Vegas, Nevada
08.2018 - 08.2019
- Led daily store operations to enhance customer experience and sales performance.
- Increased store sales by cross-selling complementary items.
- Trained staff on product knowledge and effective sales techniques.
- Managed team schedules, ensuring adequate coverage during peak hours.
- Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
- Implemented visual merchandising standards to showcase products attractively.
- Conducted inventory management to maintain optimal stock levels and organization.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored employee performance and provided feedback to improve productivity.
- Managed staffing schedules, interviewed potential employees, and provided training for new hires.
- Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Resolved customer inquiries and complaints through active listening and problem-solving.
- Ensured customer satisfaction by handling inquiries, complaints, and returns professionally.
- Established relationships with vendors, suppliers, and other partners.
- Provided in-depth information on product features so customers could make educated buying decisions.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
Salon Manager
Ulta Salon
Albuquerque, Nm
05.2018 - 08.2018
- Managed daily operations and staff scheduling for a busy salon environment.
- Managed daily salon operations, including scheduling appointments, customer service, and staff management.
- Trained and mentored new team members on salon procedures and customer service.
- Fostered positive relationships with clients to enhance customer satisfaction and loyalty.
- Implemented marketing strategies to promote salon services and attract clients.
- Oversaw inventory management to ensure adequate product availability for services.
- Oversaw inventory control for retail products and supplies.
- Maintained high standards of cleanliness and organization throughout the salon.
- Addressed customer problems quickly and according to service standards.
Cosmetologist
Self-employeed
Albuquerque, New Mexico
08.2002 - 05.2018
- Performed haircuts, coloring, highlighting and styling techniques.
- Performed a variety of hair cutting and styling techniques to meet client preferences.
- Administered chemical treatments, including coloring and perming, with careful application.
- Educated clients on proper at-home care for hair and skin maintenance.
- Developed strong client relationships through exceptional customer service and communication skills.
- Engaged positively with clients to deliver memorable customer experiences that resulted in repeat business.
- Developed a loyal client base through excellent customer service.
- Utilized social media platforms to promote services and engage with potential clients.
- Managed scheduling and appointments to optimize daily workflow efficiently.
- Ensured proper sanitation practices were followed at all times.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Maintained a clean and organized workspace to ensure a safe environment for clients.
Education
Cosmetology License - Cosmetology
De Wolffes
Albuquerque , NmSkills
- Customer experience
- Data analysis
- Process improvement
- Project management
- Operational efficiency
- Compliance standards
- Relationship management
- Stock control
- Team collaboration
- Problem solving
- Effective communication
- Time management
Timeline
Experience Manager
Ulta Cosmetics
08.2021 - Current
Operations Manager
Ulta Cosmetics
08.2020 - 08.2021
Retail Sales Manager
Ulta Cosmetics
08.2018 - 08.2019
Salon Manager
Ulta Salon
05.2018 - 08.2018
Cosmetologist
Self-employeed
08.2002 - 05.2018
Cosmetology License - Cosmetology
De Wolffes