Santina Smith
Grand Island,NY
Summary
Results-driven Night Manager experienced in operational management, staff training, and customer satisfaction. Achieved a 50% reduction in labor costs while enhancing service quality through effective problem-solving and team performance improvement. Focused on driving guest satisfaction and operational efficiencies.
Overview
8
8
years of professional experience
Work History
Night Manager
Colvin Cleaners
Buffalo, NY
05.2018 - Current
- Oversaw nightly operations, ensuring smooth workflow and adherence to quality standards.
- Implemented process improvements that enhanced service speed and customer satisfaction.
- Trained and mentored staff on cleaning procedures and customer service protocols.
- Organized different aspects of the company
- Developed schedules for staff coverage, optimizing labor resources for peak hours.
- reduced labor percentage by 50% overall to stay below sales percentage
- Resolved guest complaints effectively, working toward satisfactory outcomes that enhanced overall satisfaction levels.
- Created nightly shift task lists to assign duties to each employee.
- Managed 8-10 employees in delivering smooth, productive night shift operations.
- Led customer service team to enhance satisfaction and resolve issues efficiently.
Sales Representative
Hart Agency
Buffalo, NY
06.2024 - 11.2024
- Developed and maintained strong client relationships to drive sales growth.
- Conducted ideas to better sales with different marketing techniques either through social media or in-person
- Collaborated with team members to implement effective sales strategies and meet targets.
- met sales goals
Education
Esthetician - Esthetics
The Salon Professional Academy
Tonawanda, NY08-2026
High School Diploma -
Grand Island Senior Highschool
Grand Island, NY06-2018
Skills
- Retail sales
- Customer service
- Complaint handling
- Client needs assessment
- Consultations
- Customer consultation
- Client intakes
- Attention to detail
- Team player
- Team collaboration
- Leadership skills
- Staff training
- Employee coaching and mentoring
- Department management
- Problem-solving
- Microdermabrasion expertise
- Complaint resolution
- Advanced facial techniques
- Expert skin analysis
- Sensitive skin care
- Makeup application techniques
- Advanced facials specialist
- Chemical facial peels
- Professional demeanor
- Customer service focus
Timeline
Sales Representative
Hart Agency
06.2024 - 11.2024
Night Manager
Colvin Cleaners
05.2018 - Current
Esthetician - Esthetics
The Salon Professional Academy
High School Diploma -
Grand Island Senior Highschool