NICOLE YOST HAMMOU
Greenwich,CT
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Senior Manager of Sales/AtelierDirect
Lafayette 148 New York
07.2022 - 05.2023
- Drove top line sales and bottom line profits; achieving all company initiatives. Year over year, established highest metrics with 50% increase year over year.
- With my team of 54 stylists (throughout United States), established most profitable channel within company.
- Delivered extraordinary customer experiences through trunk shows in stylists homes, hotels and country clubs; exceeding company forecasts month over month with overall sales and service expectations
- Managing resources efficiently to drive business and maximize productivity meeting all standards of service, merchandising and operational execution.
- Coached and counseled stylists assisting with individual selling efforts and helping sales stylists reach targets.
- Handled client/stylist relations issues, enabling quick resolution for client satisfaction.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
Sales Manager, West/AtelierDirect
Lafayette 148 New York
01.2022 - 07.2022
- Responsible for creating and establishing virtual customer centric environment by managing resources efficiently to drive and maximize productivity while meeting all standards of service, selling and operational execution.
- Develop team of advisers who understand client development and ability to build brand loyalty through service and selling; while ensuring client retention with proactive strategies for clienteling initiatives
- Liaise with partnering departments to gather information and solve client issues and request to create optimal customer "best in class" service experience for both domestic and international customers.
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning
- Established and cultivated solid business relationships with new or existing customers
- Built relationships with stylists and community to establish long-term business growth.
- Resolved customer issues quickly to close deals and boost client satisfaction
- Compiled and analyzed data to determine approaches to improve sales and performance
- Achieved sales goals and service targets by cultivating and securing new stylist relationships.
Operations Manager/AtelierDirect
Lafayette 148 New York
09.2020 - 01.2022
- Responsible for supporting stylist team and division before, during and after selling events by creating and managing new processes to enhance stylist's experience and interactions within Lafayette 148 New York.
- Trained new stylists on proper protocols and customer service standards for Lafayette 148 brand.
- Developed systems and procedures to improve operational quality and team efficiency for this new DTC channel within company.
- Trained and guided team members to maintain high productivity and performance metrics
- Developed systems and procedures to improve operational quality and team efficiency
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Boutique Manager/Soho Stores
Lafayette 148 New York
11.2017 - 08.2020
- Drove top line sales and bottom line profits. Lead team of 8 stylists within 2 separate Soho boutique locations.
- Built positive and effective cross-functional relationships amongst partners - Marketing, Retail Buying and Visual Merchandising to build sales and develop team of personal stylists with strong understanding of client development and brand loyalty.
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
- Trained and guided team members to maintain high productivity and performance metrics
- Assisted in recruiting, hiring and training of team members
- Oversaw merchandising strategies to effectively showcase Lafayette products with eye-catching displays.
Customer Care Manager
Lafayette 148 New York
08.2016 - 11.2017
- Lead customer centric success of Customer Care Team of 15 stylists while leading sales standard and participating in high volume sales periods; driven by DTC initiatives. Partnered with Production, Accounting, Warehouse corporate departments to provide best resolution for client in order to maintain positive, customer centric sales experience.
- Managed 250 calls per day.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Boutique Manager
Giggle Flagship Store
02.2014 - 08.2016
- Responsible for overall store financials in addition to client's experience. As a luxury baby company: product knowledge was key while partnering with best in class service, expectation for every 1.1 service/sales appointment. As the flagship location, implementation of PR/influencer Events continued to evolve brand image while sales associates were able to build brand loyalty through service's and relationship building.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed daily footsteps of 250 per day while exceeding overall conversion metrics.
- Managed inventory control, cash control, and store opening and closing procedures.
Boutique Manager
Ann Taylor
05.2012 - 02.2014
- Directly responsible for operational excellence of store: recruiting, training and coaching sales staff, implementing visual updates, executing markdowns, processing and shipping internet orders with expertise in Clienteling and Customer Service. Consistently outperformed division in UPT, Gross Margin and Net sales percentages year over year.
- Managed team of 12 store employees in fast-paced environment through proactive communication and positive feedback.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Management Team Leader
White House Black Market
06.2010 - 05.2012
- Assisted Store Manager in all aspects of business; building and developing sales associates, setting and meeting sales goals, implementing loss prevention strategies and executing visual updates.
- Increased sales year over year by 30%.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Communicated with customers and sales associates positively with particular attention to problem resolution.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
Business Owner
An Everlasting Impression
04.1996 - 10.2001
- Created store concept by developing company name, logo, store location and overall concept of high end consignment boutique in heart of San Francisco.
- Created client base over 1,000 buyers and sellers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Prepared bank deposits and handled business sales and transaction reports.
- Interacted well with customers to build connections and nurture relationships.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Consulted with customers to assess needs and propose optimal solutions.
Education
BBA - Fashion Design/Merchandising
Parsons School of Design/The New School
New York, NY05.1991
Skills
Outstanding Leadership Skills
- Brand-Building Strategies
- Excellent Communication Skills
- Goals and Performance
- Recruiting and Hiring
- Accomplished Manager
- Service Upselling
- Entrepreneur
- Loyalty Building
- Direct Sales
- Coaching and Mentoring
Timeline
Senior Manager of Sales/AtelierDirect
Lafayette 148 New York
07.2022 - 05.2023
Sales Manager, West/AtelierDirect
Lafayette 148 New York
01.2022 - 07.2022
Operations Manager/AtelierDirect
Lafayette 148 New York
09.2020 - 01.2022
Boutique Manager/Soho Stores
Lafayette 148 New York
11.2017 - 08.2020
Customer Care Manager
Lafayette 148 New York
08.2016 - 11.2017
Boutique Manager
Giggle Flagship Store
02.2014 - 08.2016
Boutique Manager
Ann Taylor
05.2012 - 02.2014
Management Team Leader
White House Black Market
06.2010 - 05.2012
Business Owner
An Everlasting Impression
04.1996 - 10.2001
BBA - Fashion Design/Merchandising
Parsons School of Design/The New School
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