Summary
Overview
Work History
Education
Skills
Languages
Willingtorelocate
Timeline
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Paola Felix

Chandler,USA

Summary

Seasoned professional with a robust background in retail and healthcare management, notably at Ulta Beauty and Maricopa County. Expert in operations management and guest services, I excel in driving sales growth and enhancing customer experience. Demonstrated leadership in team development and strategic planning, achieving a 50% increase in sales through innovative event development. Compassionate professional motivated to positively impact program operations and participant success with diligent support. Well-trained the field with dedication to continuously enhancing strategies and optimizing assistance. Highly organized and hardworking with strong attention to detail.

Overview

17
17
years of professional experience

Work History

Intake Specialist

Maricopa County
Tempe, AZ
12.2022 - Current
  • Served as initial point of contact for clients accessing WIC services.
  • In my role, I am responsible for determining WIC program eligibility for clients, conducting anthropometric and biochemical screenings, and educating clients on how to use their nutrition benefits.
  • Also, among many other job duties is attending trainings, meetings, and keeping up with County regulations.
  • Provided referrals to appropriate resources within the community when necessary.
  • Adhered to ethical standards outlined by regulatory bodies governing the practice of social work.
  • Coordinated schedules and appointments, sending out reminders regarding appointment dates.
  • Answered and logged incoming inquiries via phone, fax and email.
  • Maintained positive attitude and effectively de-escalated clients during crisis situations.
  • Assisted in the development of outreach programs to increase awareness and accessibility of services.
  • Supported the development and implementation of policies and procedures to enhance service delivery and client care.
  • Coordinated the intake process, ensuring all required documentation was collected and processed.

Prestige Beauty Advisor

Ulta Beauty
Gilbert, AZ
07.2022 - Current
  • As a Prestige Beauty Advisor, I am mainly responsible for providing exceptional client service.
  • Assist clients in selecting appropriate makeup or skincare products.
  • I am also responsible for maintaining all of the prestige clean and shoppable for guests.
  • I work a lot on registers as well, upselling Ulta credit cards when checking out, and signing guests up for our loyalty program.
  • I also work a lot of truck and shipment shifts, and I get scheduled for a lot of merchandising shifts.
  • Performed cash register operations accurately and efficiently with POS system.
  • Organised promotional events such as make-up tutorials or product launches.
  • Managed returns of unwanted items according to company policy procedures.
  • Monitored inventory levels ensuring sufficient stock is available at all times.
  • Developed relationships with existing customers by engaging them in conversation about new products.
  • Provided makeup application demonstrations for clients upon request.
  • Kept up-to-date with current trends in cosmetics, skincare, haircare and fragrance lines.
  • Demonstrated products to customers and provided advice on suitable options.
  • Consulted with customers to determine their needs and desired results for beauty treatments.
  • Greeted customers and identified their needs through product knowledge.
  • Maintained a professional attitude towards clients while providing excellent customer service.
  • Ensured that all stock was replenished regularly so shelves were always well presented.
  • Maintained clean and organized counters and work areas.

Medical Receptionist

The Nutrition Professionals
Phoenix, AZ
08.2021 - 11.2022
  • Verify AHCCCS eligibility for all patients scheduled that day, Upload ins
  • Confirmation calls for the next day.
  • Answered phones promptly and directed calls appropriately.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Scheduled patient appointments, verifying accuracy of appointment times with providers.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Greeted and checked in patients, updating patient information in computer system.
  • Maintained confidentiality of patient information according to HIPAA regulations.
  • Verified insurance coverage for appointments and collected co-payments as required.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Called patients to confirm scheduled appointments and obtain additional details.

Service Manager

Ulta Beauty
Phoenix, AZ
11.2020 - 07.2021
  • Promoting a culture of accountability to meet or exceed the store's goals related to retail and service sales, guest loyalty (including credit), payroll, retail shrink, and omni-channel initiatives.
  • Meeting or exceeding goals related to services, boutiques, makeup, skincare, fragrance, pro hair, and personal care appliance merchandise sales and service sales (e.g., service revenue, average ticket, guest count, guest retention, rebooking, pro hair retail revenue, retention/turnover, and contribution goals).
  • Planning and executing in-store events that deliver an unrivaled guest experience, drive brand partner collaboration, and deliver on sales and payroll goals.
  • Attracting and building a highly engaged team that embodies the Ulta Beauty brand through effective collaboration, open and honest two-way communication, prioritization of work, and coaching to the behaviors that will drive guest loyalty.
  • Establishing performance metrics for the team and/or personal goals, to include attendance at all required training and education programs, coaching, individual development plans, and annual performance appraisals.
  • Managing service and boutique supply inventory and ordering processes, ensuring the allocated budget is adhered to, and that necessary products for services are on hand.
  • Communicating and providing feedback to field leadership, including the Business Market Trainer and Services District Leader, on business trends and opportunities, events, operational challenges, merchandise needs, and the competitive landscape.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.

Prestige Manager

Ulta Beauty
Phoenix, AZ
06.2017 - 11.2020
  • As a Prestige Sales Manager I'm responsible for 4 major boutique Prestige brands which include; Benefit Cosmetics, Clinique, Estee Lauder and Lancome
  • Among other very high quality color brands and skin care brands, I am also lead of all fragrance sales and salon numbers including our Aesthetican
  • My duty is to ensure that I lead and am accountable for all of my prestige department including sales, service, and the operational process
  • I strive to drive my business to success by focusing on great guest service and making sure associates are well trained on guest assistance
  • As a Prestige Sales Manager my job duty also includes planning and executing in-store corporate events that deliver over 100% from bookings, clients, walk-in clientele and store support
  • As Prestige sales manager, I review weekly numbers and compare to Last year to ensure all brands are making numbers for week, month, quarter, and year
  • Store visits and audits are also a big part of my job description; I need to be able to speak any financial and operational reporting to District Manager as well as General Manager
  • I love to inspire and encourage my associates to make them better business managers, this way they all understand the importance of making not only numbers but also making sure our clientele comes back to shop with us
  • My job is also to make sure that I am up to speed with any new software/ data programs, as I am in charge of creating my team's schedules
  • One of my main job titles is to make sure that I am aware of pricing updates, inventory tasks, any cleaning and replenishment of all prestige department
  • On top of this I also need to be aware of ALL store related tasks, projects, numbers, documents, Loss prevention, and culture

Key Holder

Lane Bryant
Phoenix, AZ
05.2015 - 06.2017
  • Recruit, interview, and hire all sales personnel
  • Assign employees to specific duties to best suit needs of the store
  • Handle all payroll and bookkeeping functions
  • Create schedule and consider all time-off requests
  • Count cash drawers and make daily bank deposits
  • Train new employees
  • Evaluate sales personnel on a monthly basis and discuss target goals
  • Examine merchandise to verify correct price and no visible damage
  • Build loyal clientele through high-level of customer satisfaction
  • Increase sales by 50% through idea and event development

Customer Service Representative Lead

NCO Group
Yuma, AZ
08.2008 - 05.2010
  • Answer inbound calls relating to customers' financial credit cards, with skills focused a lot on problem solving, as well as active listening.
  • As a call center representative, my main title/job was to promptly assist customers with due dates, closing cycles, making telephone payments, as well as signing them up for credit.
  • Documented all interactions with customers into company database system.
  • Maintained knowledge base of frequently asked questions to ensure accuracy in responses provided by agents.
  • Provided support and guidance to new customer service representatives; assisted with onboarding process.
  • Developed strategies for improving customer service operations and processes.
  • Assisted customers in resolving inquiries or complaints via telephone, email, or other channels.
  • Resolved escalated issues from customers or other departments within the organization.

Education

High school diploma - Generals

Yuma High School
Yuma, AZ
05.2008

Skills

  • Planograms
  • Loss Prevention
  • Cash Handling
  • Medical Receptionist
  • Medical Scheduling
  • Store Management Experience
  • Business Development
  • Operations Management
  • Front desk
  • Microsoft Word
  • Retail Management
  • Pricing
  • Makeup Application
  • Marketing
  • Sales Management
  • Event Planning
  • Payroll
  • Interviewing
  • Medical Records
  • Profit & Loss
  • Retail Sales
  • Guest Services
  • Insurance verification
  • Inventory Control
  • Product Development
  • Budgeting
  • Assistant Manager Experience
  • Strategic Planning
  • Management
  • Merchandising

Languages

Bilingual, Fluent

Willingtorelocate

  • Mesa, AZ
  • Tempe, AZ
  • Gilbert, AZ

Timeline

Intake Specialist

Maricopa County
12.2022 - Current

Prestige Beauty Advisor

Ulta Beauty
07.2022 - Current

Medical Receptionist

The Nutrition Professionals
08.2021 - 11.2022

Service Manager

Ulta Beauty
11.2020 - 07.2021

Prestige Manager

Ulta Beauty
06.2017 - 11.2020

Key Holder

Lane Bryant
05.2015 - 06.2017

Customer Service Representative Lead

NCO Group
08.2008 - 05.2010

High school diploma - Generals

Yuma High School

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Paola Felix