Robyn Hoover

Work History

Customer Experience Manager

Michaels Companies Inc

02.2024 - 02.2025

Led and managed adherence to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with all applicable laws, policies, and standards
Held team accountable for store conditions and performance, ensuring key performance indicators (KPIs) were met
Planned and executed in-store events and classes in alignment with company initiatives to drive customer engagement
Managed omnichannel processes, ensuring seamless integration of in-store and online shopping experiences
Executed shrink and safety programs to minimize loss and maintain a secure store environment
Assisted with cash reconciliation, bank deposits, and inventory processes
Served as Manager on Duty (MOD), overseeing daily operations and ensuring excellent customer service
Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
Conducted regular performance reviews with team members, fostering professional growth and development.
Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
Assisted customers by locating products, providing solutions, and enhancing their shopping experience
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Maintained a positive, respectful workplace culture, embodying company values and serving as a role model for others
Developed new employees and on-going performance assessment of current employees.
Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

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
Increased market presence by implementing strategic marketing campaigns.
Developed business plans for sustainable growth and expansion.

Independent Contractor

Multiple Confidential Companies

07.2021 - Current

Company Overview: Due to NDAs
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
Due to NDAs
Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
Increased client satisfaction by delivering high-quality projects on time and within budget constraints.
Maintained detailed records of project progress, expenses, and communications for accurate invoicing and future reference.
Utilized specialized software tools when necessary to enhance productivity or meet specific client requirements.

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
Helped customers feel relaxed and comfortable through conversation and personal relatability.
Processed product purchases and payments, coordinating packaging, inventory management and varying customer requests simultaneously.
Attended training sessions to stay updated on the latest beauty trends, products, and application techniques.
Assisted clients in selecting suitable gifts for special occasions, contributing to positive shopping experiences during holiday seasons or other celebratory events.
Increased brand awareness by effectively utilizing social media platforms for marketing purposes.
Conducted inventory management, ensuring adequate stock levels for all products offered.
Exceeded monthly sales targets consistently by employing persuasive selling tactics tailored to individual client preferences and needs.
Organized successful beauty events to showcase new products and generate interest among potential customers.
Provided excellent after-sales support, addressing any concerns or questions from clients promptly and professionally.
Gave advice to customers on specific product ranges.
Established a loyal client base through consistent follow-ups and engaging communication strategies.
Collaborated with team members to achieve sales goals and provide exceptional customer service.

Summary

Overview

Work History

Customer Experience Manager

Self-Employed Business Owner

Independent Contractor

Independent Beauty Consultant

Education

Bachelor of Business Administration And Management - Management

Skills

Timeline

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