Rachel Smith

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Operations Manager - Tourneau|Bucherer

Huntington Station, NY - 09/2022 - Current

• Oversee store associates and in store processes to observe and identify fluctuations in points of improvement and refinement.
• Partnering with store director and department managers to develop targeted initiatives impactful on store sales objectives, client experiences, and operational success.
• Clearly communicating and instilling new and existing standard operational procedures to store associates to ensure company objectives are within proper compliance.
• Providing individual and group training sessions for new hires and existing associates on POS systems, protocols, procedures and policies, with focus on areas where clearer understanding may be necessary on an individual basis.
• Processing incoming/outgoing merchandise transfers between store locations to fulfill stock replenishment needs, client special orders, and consignment pieces.
• Handling and maintaining complete inventory control management of merchandise accuracy, including serial and SKU number alignment, case counts, RTVs, inventory adjustments, correspondence between OH inventory and data reporting, remote and in-store corporate audits on a weekly and monthly basis.
• Tracking and maintaining timeframe status of client special orders, repairs, warranty and part replacements, and incoming stock merchandise.
• Determining the appropriate stock replenishment and depletion needs contingent on client demand.
• Fulfilling Omnichannel/ECOMM client orders, including gift wrapping, warranty activation, and shipment.
• Processing POS transactions, including price accommodations, returns/exchanges, buy/trade, special orders and layaways.
• Performing opening/closing keyholder and managerial tasks, including generating end of day business reporting of sales receipts and associated financials, case counts, and cash office duties.
• Providing support to store associates with various tasks such as client repair intake and processing, deescalation, client assistance and ceremony.
• Maintaining proper and updated record retention of business related documents to ensure smooth referall process, and that both internal and external company requirements and policy are met and demonstrated.
• Supply ordering and monitoring for front of house and back of house of store.
• Monitoring front of house and back of house facilities to ensure site repairs and conditions are within standard.
• Selected as the store's Super User to train, develop, and encourage store associates through digital platform, procedural, and POS system transitions.

Service Advisor - London Jewelers - Cartier Boutique

Manhasset, NY - 09/2015 - 05/2022

• Coordinating, overseeing, and the processing of all after-sales related services.
• Consulting with each after-sales client to deescalate concerns and ensure all expectations are being managed.
• Establishing confidence in the client through careful communication and the proper conveying of cost estimates and timeframes to instill a belief that the service needed for their Creation is valuable.
• Maintaining communication with the client throughout the entirety of the service process with providing updates of parts delays and new completion dates.
• Maintaining communication with the Factory throughout the entirety of the service process to ensure that all original diagnosis are being correctly adhered to.
• Maintaining knowledge of each Creation's location throughout the entirety of the service process through the tracking of all shipment between Factory and boutique.
• Protection of company related liability concerns including rigorous documentation of serial numbers and current Creation conditions.
• Assisting sales associates and aiding in elevated client concerns that include exchange request that are not within exchange standard.

London Jewelers - Cartier Boutique - Sales Associate

Manhasset, NY - 09/2015 - 05/2022

• Identifying the goals held by each individual client that relate to Creation selection and the Creation selection experience.
• Assisting the client with meeting those goals by creating an experience tailored to their needs and that guides them towards the best available options.
• Using product knowledge and correct selling approach to ensure all monthly sales goals are met and exceeded.
• Converting walk-in clients into returning clients through building and establishing client relationships.
• Correctly ensuring that the selected Creation is certain for the client to limit and prevent any future returns or exchanges.