Nikeela A. Davis
Pasco,WA
Summary
Results-driven Customer Experience Manager with 20 years of experience in delivering outstanding service. Expertise in managing schedules, executing secure data entry, and coordinating complex communications. Proven capability to prioritize effectively and oversee multiple projects, driving team success.
Overview
13
13
years of professional experience
Work History
Sales and Service Team Leader
Sephora
Kennewick, WA
03.2025 - Current
- Drove sales of company products and services by meeting with customers using a strategic and organized approach.
- Led sales team to enhance customer engagement and satisfaction.
- Trained staff on product knowledge and customer service techniques.
- Developed strategies to improve store performance and team collaboration.
- Resolved customer inquiries and complaints with professionalism and empathy.
- Collaborated with management on promotional events and marketing initiatives.
- Greeted and assisted customers to foster positive experiences.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Operated register, handled cash and processed credit card transactions.
Customer Experience Manager
Victoria's Secret
Kennewick, USA
10.2013 - 02.2025
- Coordinated implementation of customer experience initiatives, scheduling training programs, special events, and promotions to enhance customer engagement.
- Utilize CRM software to track customer interactions and complaints, resulting in a 30% reduction in customer complaints over a 3-month period.
- Managed team of 10-30 employees in fast-paced sales environment, achieving 20% increase in sales goals and 32% improvement in conversion through effective communication and problem-solving.
- Review and manage employee records, including hours worked, overtime, vacation time, sick leave, and other relevant information necessary for payroll processing.
- Maintain inventory accuracy of 98% or above by conducting weekly cycle counts with TrueVu software and reconciling discrepancies monthly.
- Oversaw shipment and receiving process, managing flow of merchandise and ensuring proper tagging, labeling, and back stocking of all products.
Category Sales Assistant
Victoria's Secret
Kennewick, USA
06.2015 - 06.2020
- Developed and implemented training programs to enhance associate performance and product knowledge, contributing to consistent average Dollar Sale of $72 per transaction.
- Analyzed sales data and gathered customer feedback to identify areas of improvement and implement strategies to drive sales by 25%.
- Reported daily store performance to upper management via Outlook, identifying improvement opportunities and recommending actionable solutions.
- Ensured 98% inventory accuracy by stocking items, verifying prices, and maintaining visually appealing displays.
Skills
- Sales Reporting
- Performance Management
- Inventory
- Secure Data Entry
- Scheduling Adaptability
- Attention to Detail
- Multi-Tasking
- Sales strategy
- Customer engagement
- Staff training
- Inventory management
- CRM utilization
- Team leadership
- Performance improvement
- Problem solving
- Effective communication
- Data-driven decision making
- Conflict resolution
- Event coordination
- Customer relationship management
- Team management
- Exceptional Customer Service
- Organizational skills
- Team Oriented
- Written communication
- Inventory Management
Timeline
Sales and Service Team Leader
Sephora
03.2025 - Current
Category Sales Assistant
Victoria's Secret
06.2015 - 06.2020
Customer Experience Manager
Victoria's Secret
10.2013 - 02.2025