Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Nakisha Tucker

Nakisha Tucker

Newnan

Summary

Dynamic Spa Manager with a proven track record at Hand and Stone Massage and Facial Spa, excelling in customer service and inventory management. Successfully developed policies that enhanced operational efficiency and implemented marketing strategies that increased clientele. Skilled in employee recruitment and fostering a collaborative team environment, driving performance improvements and guest satisfaction.

Overview

27
27
years of professional experience

Work History

Spa Manager

Hand and Stone Massage and Facial Spa
Peachtree City
11.2019 - Current
  • Inventoried products and ordered new supplies.
  • Provided excellent customer service to ensure satisfaction of guests during their visit.
  • Recruited, interviewed, and hired employees.
  • Managed appointment bookings.
  • Maintained the cleanliness of the facility and addressed all maintenance concerns.
  • Managed expenses.
  • Developed and implemented policies and procedures to ensure efficient operation of the spa.
  • Developed and implemented marketing strategies.
  • Assessed employee performance and suggested ways to improve work.
  • Researched industry trends to stay current with the latest products and services.
  • Checked spa equipment to ensure proper functioning.
  • Participated in continuing education classes to maintain current knowledge of industry.
  • Collaborated with vendors to purchase supplies needed for the spa's operations.
  • Facilitated team building activities among staff members to foster a positive work environment.
  • Sold products, services, and memberships.
  • Reinforced treatment procedures for staff to perform services according to customer expectations.
  • Resolved customer complaints in a timely manner.

Spa Manager

Massage Envy
Peachtree City
11.2018 - 11.2019
  • Implemented effective inventory management systems for tracking stock levels and ordering supplies when necessary.
  • Resolved customer complaints in a timely manner.
  • Actively recruited and trained qualified professionals for all spa positions.
  • Performed administrative duties such as budgeting, financial reporting, payroll processing, client tracking and billing systems.
  • Maintained high standards of cleanliness throughout the facility while adhering to safety regulations.
  • Developed relationships with local businesses for cross-promotional opportunities.
  • Evaluated employee performance on an ongoing basis; provided feedback to enhance productivity levels.
  • Managed the daily operations of the spa, including scheduling staff members, ordering supplies and maintaining inventories.

Technical Support Representative

WOW
Newnan
06.2017 - 10.2019
  • Scheduled staff and supervised scheduling.
  • Analyzed data from customer surveys to implement improvements in service delivery.
  • Interacted with guests to establish friendly rapport and promote spa services.
  • Responded to customer inquiries and complaints.
  • Developed staff service and retail goals and guide staff in goal achievement.
  • Experienced with social media and communications platforms.
  • Skilled in using various software applications and programs including Microsoft Office, Adobe Creative Suite, Zenoti and Meevo.
  • Directed facility maintenance and repair.
  • Monitored operations to ensure compliance with applicable health, safety, and hygiene standards.
  • Monitored cost controls to maintain profitability goals of the spa.
  • Checked spa equipment to ensure proper functioning.
  • Assessed employee performance and suggested ways to improve work.
  • Organized marketing strategies to promote services and increase clientele base.
  • Performed accounting duties, such as recording daily cash flow, preparing bank deposits, and generating financial statements.
  • Ensured safety protocols were followed by all employees in accordance with state regulations.
  • Handled conflict resolution between customers or employees when necessary.
  • Identified areas of opportunity within the business model to increase efficiency and reduce costs.
  • Trained staff in use or sale of products, programs, or activities.
  • Sold products, services, and memberships.
  • Recruited, interviewed, and hired employees.
  • Collaborated with vendors to purchase supplies needed for the spa's operations.
  • Analyzed customer data trends to identify recurring problems or areas needing improvement.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
  • Analyzed existing systems and identified areas for improvement to increase efficiency.
  • Researched solutions utilizing internal resources such as Knowledge Base articles or external websites when needed.
  • Maintained accurate records related to customer interactions and project timelines.
  • Prepared documentation for tracking, monitoring, and escalation of risk-related issues for management.
  • Proactively monitored incoming calls and emails during peak periods providing excellent customer service.
  • Diagnosed network problems by running ping tests and trace routes to isolate the source of the issue.
  • Prepared evaluations of software and hardware and recommended improvements and upgrades.

Operations Manager

HHGregg
Newnan
02.2012 - 05.2017
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.

Customer Service Representative

HHGregg
Newnan
06.2007 - 02.2012
  • Answered customer inquiries via phone, email, and chat.
  • Provided accurate information about products and services to customers.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed positive relationships with customers through friendly interactions.

Shift Manager

Arbys
Newnan
01.1998 - 02.2007
  • Adhered strictly to company policies regarding confidential information handling.
  • Assisted customers with installation of products, configured settings, and provided training on usage.
  • Utilized problem solving skills to resolve complex customer inquiries efficiently.
  • Diagnosed complex network problems by gathering information from multiple sources.
  • Implemented cost-saving initiatives to reduce overhead costs.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.
  • Maintained professional working relationships and promoted open lines of communication with staff.
  • Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.
  • Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
  • Prepared staff work schedules and assigned specific duties.
  • Created and enforced policies and procedures to support compliance.
  • Tracked company inventories and ordered new products to replenish equipment levels.
  • Determined charges for services requested and arranged for billing.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained a safe work environment by enforcing company policies and procedures.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Ensured compliance with food safety regulations and quality standards.
  • Provided guidance and support to shift teams, ensuring all tasks were completed on time and efficiently.
  • Provided coaching and mentoring sessions to help employees reach their goals.

Education

High School Diploma -

East Coweta High
Sharpsburg, Ga
05.2001

Skills

  • Customer service
  • Inventory management
  • Employee recruitment
  • Appointment scheduling
  • Policy development
  • Expense management
  • Time management abilities
  • Relationship building
  • Marketing
  • Organization
  • Leadership
  • Decision making
  • Problem solving
  • Attention to detail

References

  • Cierra Sampson, Esthetician, (678) 464-1026, cierra.sampson@yahoo.com
  • Demetria Scott-Ruffin, Receptionist, (973) 568-1658, mitricap67@aol.com
  • Johnathan Marvel, Former Supervisor, (470) 334-2345, Marvel.Johnathan@gmail.com

Timeline

Spa Manager

Hand and Stone Massage and Facial Spa
11.2019 - Current

Spa Manager

Massage Envy
11.2018 - 11.2019

Technical Support Representative

WOW
06.2017 - 10.2019

Operations Manager

HHGregg
02.2012 - 05.2017

Customer Service Representative

HHGregg
06.2007 - 02.2012

Shift Manager

Arbys
01.1998 - 02.2007

High School Diploma -

East Coweta High

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