Robyn Hoover
Happy Valley,OR
Summary
Customer Experience Manager with a focus on delivering high-quality service and ensuring customer satisfaction. Known for productivity and efficiency in task completion, specializing in customer feedback analysis, process improvement, and team leadership. Excel in communication, problem-solving, and adaptability, leveraging these skills to meet and exceed customer expectations consistently.
Overview
26
26
years of professional experience
Work History
Independent Contractor
Multiple Confidential Companies (Due to NDAs)
07.2021 - Current
- Conduct anonymous evaluations for a range of businesses to assess customer service, operational compliance, and internal loss prevention
- Monitor internal procedures to identify potential areas of loss and recommend preventive measures
- Create detailed reports with findings and recommendations for improvement
- Maintain strict confidentiality and anonymity in accordance with NDAs
- Provide valuable feedback that enhances service quality, operational standards, and security protocols
- Successfully manage multiple projects, ensuring timely completion
- Conducted anonymous evaluations of retail stores, focusing on customer service, store presentation, and adherence to company standards
- Developed detailed reports based on observations, providing actionable insights to improve store operations and customer satisfaction
- Assessed employee performance, product placement, and overall customer experience according to specific client instructions
- Utilized checklists and scoring systems to ensure thorough and consistent evaluations across different stores
- Maintained impartiality to ensure unbiased evaluations
- Strengthened brand reputation by ensuring consistent implementation of company standards across multiple locations.
- Utilized various tools for data capture such as photography, audio recordings, or mobile applications to ensure comprehensive documentation during mystery shopping visits.
Caregiver / Special Needs Supervisor
Private Family – Milwaukie, OR
Milwaukie, OR
05.2018 - Current
- Provided companionship and emotional support during daily interactions.
- Assisted with daily living activities and personal care routines.
- Implemented safety measures to prevent accidents within the home environment.
- Communicated with family members regarding care plans and progress updates.
- Organized household tasks, including meal preparation and light cleaning.
- Maintained clean and well-organized environment for client happiness and safety.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Improved patient outlook and daily living through compassionate care.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Built strong and trusting rapport with clients and loved ones.
- Assisted with daily living skills, fostering independence in children as appropriate.
- Created a safe and nurturing environment for children to thrive emotionally and socially.
- Created a nurturing atmosphere that was conducive to learning new skills while encouraging independence.
- Established trusting relationships with clients by demonstrating kindness, patience, empathy and understanding towards them at all times.
- Provided personalized care and support to children with special needs.
Personal Assistant
Stanley Korinek
Milwaukie, OR
09.2016 - Current
- Coordinated schedules and appointments for executives and household members, ensuring efficient time management and organization.
- Managed personal and professional calendars with reminders for meetings, events, and priority deadlines.
- Opened, reviewed, and responded to emails, letters, and other correspondence on behalf of executives with professionalism and discretion.
- Organized and maintained electronic and physical filing systems, ensuring quick access to important records and documents.
- Handled confidential information, including personnel and health records, with integrity and strict confidentiality.
- Communicated with service providers, vendors, and external contacts to schedule appointments, coordinate services, and resolve issues promptly.
- Conducted online research to compare prices and secure the best deals for household and personal purchases.
- Managed household inventory and supplies, maintaining a well-stocked and organized environment.
- Planned and prepared meals, including grocery shopping and creating weekly menus to meet family preferences.
- Oversaw housekeeping duties such as vacuuming, dusting, mopping, laundry, and changing bed linens to ensure a clean and comfortable home.
- Implemented cleaning routines and maintained order in all living areas, kitchens, bathrooms, and laundry rooms.
- Handled mail sorting, errands, and general household logistics to support daily operations.
- Provided warm companionship, conversation, and emotional support, coordinating activities that encouraged mental engagement and well-being.
Self-Employed Business Owner
Butterfly Kisses Handmade
05.2006 - Current
- Established and managed a successful crafting business specializing in handmade products, including wedding invitations, party décor, custom cards, t-shirts, cups, mugs, blankets, quilts, and various crocheted items
- Demonstrated exceptional skills in design, production, and customer service, resulting in satisfied clients and repeat business
- Developed and implemented effective marketing strategies to promote the business and expand the customer base
- Managed all aspects of business operations, including budgeting, inventory control, and quality assurance
- Oversaw seasonal employees during peak times (wedding season, craft bazaars), ensuring smooth operations and high product quality
- Fostered a creative and collaborative work environment to maintain a high standard of craftsmanship
- Maintained strong client relationships, ensuring high levels of customer satisfaction and business growth
- Implemented innovative solutions to meet client specifications and maintain a competitive edge in the market
- Designed and created custom wedding themes and decor for various events.
- Collaborated with clients to understand their vision and preferences for decoration.
- Set up and arranged decorations at venues according to event specifications.
- Managed inventory of decorative items and maintained organization in storage spaces.
- Managed a team of decorators to complete tasks in a timely manner.
- Kept accurate records of expenses incurred by each project in order to stay within budget limits.
- Developed relationships with suppliers who could offer discounts on bulk purchases of materials needed for decoration projects.
- Maintained inventory of materials used in decoration projects including fabrics, candles, ribbons.
- Set up lighting, chairs, tables, backdrops. according to the clients' preference.
- Researched various trends related to wedding décor ideas in order to provide more creative solutions.
- Collaborated closely with wedding planners to coordinate setup timelines and details of design elements for weddings.
- Coordinated logistics for delivery and setup of decorations at event locations.
- Hired staff members such as florists or lighting technicians as needed for specific projects.
- Developed engaging content for event websites and social media channels, increasing online visibility and participation.
- Facilitated post-event evaluations with clients and internal teams, gathering feedback to inform future event planning.
- Resolved unexpected issues and emergencies during events, maintaining poise and ensuring participant satisfaction.
Customer Experience Manager
Michaels Companies Inc
02.2024 - 02.2025
- Led and managed adherence to Standard Operating Procedures (SOPs), company programs, and all applicable laws, policies, and standards.
- Supervised daily store operations and served as Manager on Duty (MOD), ensuring smooth execution, safety, and exceptional customer service.
- Coached, mentored, and developed team members to enhance performance, product knowledge, and customer engagement.
- Facilitated onboarding and training programs for new hires, ensuring understanding of company policies, procedures, and sales techniques.
- Monitored team performance, provided constructive feedback, and conducted regular evaluations to drive results and accountability.
- Managed omnichannel processes to ensure a seamless integration between in-store and online customer experiences.
- Planned and executed in-store events, workshops, and promotional initiatives to boost customer engagement and sales.
- Oversaw cash reconciliation, bank deposits, inventory control, and shrink prevention programs to maintain financial and operational integrity.
- Conducted regular audits to ensure compliance with cleanliness, organization, and merchandising standards.
- Implemented visual merchandising strategies to enhance product presentation and maximize sales opportunities.
- Analyzed key performance indicators (KPIs), customer feedback, and sales data to identify areas for improvement and develop action plans.
- Managed escalated customer concerns, resolving issues promptly and professionally to maintain satisfaction and loyalty.
- Promoted a positive, inclusive workplace culture by modeling company values, communication standards, and service excellence.
- Trained staff in effective communication, problem-solving, and upselling techniques to increase revenue and customer retention.
- Ensured pricing accuracy and maintained appropriate inventory levels through regular cycle counts and stock replenishment.
- Collaborated with leadership to develop operational strategies, assign tasks, and optimize team productivity.
- Captured and maintained customer information to support clienteling efforts and long-term relationship building.
- Protected store assets through diligent monitoring of security systems, audits, and adherence to safety policies.
- Generated detailed weekly and monthly reports for management review, summarizing sales trends and performance outcomes.
Independent Beauty Consultant
Mary Kay
04.2000 - 11.2009
- Provided personalized beauty consultations, including skin care analysis, makeup application, and product recommendations tailored to individual client needs
- Developed and maintained a client base through networking, referrals, and direct marketing strategies
- Conducted product demonstrations and sales presentations to promote Mary Kay products
- Managed inventory, processed orders, and ensured timely product delivery to clients
- Led and mentored a team of consultants, offering training and guidance to drive team performance and sales growth
- Planned and executed marketing campaigns, events, and promotions to increase brand visibility and sales
- Consistently achieved and exceeded sales targets, earning recognition for top performance
- Ranked #1 in sales in the area, demonstrating exceptional product knowledge and customer relationship management
- Among the top 10 in the region for recruiting, successfully expanding the consultant team and driving overall sales growth
- Achieved Red Jacket Status within 3 months of starting the business, showcasing rapid success in sales and team building
- Consistently recognized as a Mary Kay Star Consultant every quarter, reflecting sustained high performance and dedication
- Expanded client base by 89% through targeted marketing and exceptional customer service
- Trained and developed a team of 25 consultants, resulting in an 80% increase in team sales within two years
Education
Bachelors of Science - Management
University of Phoenix
Phoenix, AZ01.2029
Skills
- Team leadership
- Retail operations management
- Customer service and sales
- Inventory management
- Cash handling and reconciliation
- Event planning and execution
- Compliance and policy adherence
- Shrink prevention and safety programs
- Performance coaching and training
- Business development and marketing
- Client relationship management
References
References available upon request.
Timeline
Customer Experience Manager
Michaels Companies Inc
02.2024 - 02.2025
Independent Contractor
Multiple Confidential Companies (Due to NDAs)
07.2021 - Current
Caregiver / Special Needs Supervisor
Private Family – Milwaukie, OR
05.2018 - Current
Personal Assistant
Stanley Korinek
09.2016 - Current
Self-Employed Business Owner
Butterfly Kisses Handmade
05.2006 - Current
Independent Beauty Consultant
Mary Kay
04.2000 - 11.2009
Bachelors of Science - Management
University of Phoenix