Sarah Julio
north attleboro,MA
Summary
Dedicated customer service specialist with over 25 years of experience committed to providing outstanding service and continuous improvement. Looking to bring my knowledge and adaptability to a role that encourages professional growth and skill enhancement.
Overview
24
24
years of professional experience
Work History
Social Response Online Digital Customer Service
The Estée Lauder Companies Inc.
01.2020 - Current
- Delivered High Touch customer service through multiple platforms and across ten brands
- Exceeded benchmark goals and job requirements
- Consistently addressed and identified brand crisis issues
- Featured in Employee High Touch Spotlight
- Recognized as an integral part of new Socialite training process
- YTD Highest Team Productivity / 32% above team average per hour
- Creating and maintaining team documents
- Collaborated with Consumer Brand Engagement teams on product response requirements for legal team
Social Response Online Digital Customer Service – Senior Social Media Lead
The Estée Lauder Companies Inc.
01.2019 - 01.2020
- Support Assistant Manager as well as all 15 brands to deliver High Touch service to fans. Identify and manage escalations via email. Communicate directly with brand teams and Global Consumer Care.
- Training & Development
- Help manage and develop Socialites
- Provide response feedback to all 23 Socialites monthly and as needed
- Assist Socialites in identifying brand crises and challenges
- Assist Leads with Documents management and team development
- Projects & Accomplishment
- Maintain and manage workflow in Sprinklr
- Manage responses for Estée Lauder paid ads
- Moderate live stream events for multiple brands
- Compile and track fiscal numbers reports weekly/monthly
Social Response Online Digital Customer Service – Social Media Lead
The Estée Lauder Companies Inc.
01.2018 - 01.2019
- Communicated with fan inquiries, brand specific product questions, general customer service questions, and positively interacted & drove fan engagement. Directly communicated with brand teams and Global Consumer Care
- Coached, developed and trained a team of 4 Socialites
- Developed and maintained daily checklist for the team
- Coordinated, created content, and presented monthly team calls
- Created team documents to enhance workflow
- Projects & Accomplishments
- Worked in PowerReviews platforms
- Managed responses for Estée Lauder paid ads
- Maintained and updated brand HUB/Portal with latest resources
- Received an ‘Exceeds Expectation' review in June 2019
Social Response Online Digital Customer Service – Beauty Advisor
The Estée Lauder Companies Inc.
01.2011 - 01.2018
- Delivered High Touch customer service through Live Chat, Email, Text and Video Chat. Communicated with up to 3 customers simultaneously
- Trained and mentored new Beauty Advisors
- Worked closely with Manager on team motivational ideas
- Created and developed team building presentation Operations
- Maintained and updated product information library
- Managed and facilitated the pilot launch of JumpText
- Contributed to the consistent increase in Chat consumer
Estée Lauder Makeup Artist Coordinator — Remote
The Estée Lauder Companies Inc.
01.2008 - 01.2011
- Reported to the Account Executive. Remotely coordinated and facilitated in-store events for Denver region
- Scheduled, coordinated, and maintained National Makeup Artist Events calendar for 33 stores
- Coordinated logistics, appointment goals, and event staffing for scheduled events
- Maintained schedules for 15 Regional Makeup Artists throughout Denver region
- Approved and managed weekly team payroll
- Regional Makeup Artist Team consistently exceeded sales goals
Estée Lauder Makeup Artist
The Estée Lauder Companies Inc.
01.2006 - 01.2008
- Provided customers with skincare and makeup advice. Responsible for increasing sales in each store (worked in 33 doors)
- Maintained brand integrity and added value to each customer experience.
Estée Lauder Account Coordinator — Foley's/Macy's Denver Region
The Estée Lauder Companies Inc.
01.2002 - 01.2006
- Supported the Account Executive with 16 store locations. Assisted with annual strategy for each door which included staffing, fiscal planning, and inventory management
- Provided training and support to Counter Managers and Beauty Advisors in all 16 locations
- Recruited key talent, trained and on boarded new hires Operations
- Managed daily, monthly, and yearly business volume documents for each counter
- Measured and tracked daily counter goals and achievement to current plan and year over year
- Facilitated weekly regional conference calls
- Implemented grand opening strategy for new door openings Special Events
- Coordinated logistics, appointment scheduling, and managed staffing of National Makeup Artist Events throughout Denver Region
- Managed a team of 15 Regional Makeup Artists
- Attended ‘Best of the Best' achievement seminar for excellence in performance
- 3 Beauty Advisors were promoted to Counter Manager
- Achieved sales record on first National Event ($25,000)
- Consistently made and exceeded goals
Education
Business -
Massachusetts Bay College
Skills
- Customer Service
- Customer Support
- Customer Satisfaction
- Active Listening
- Sales Revenue
- Growth Management
- Coaching Training & Development
- Mentoring
- Operations
- Reporting & Analysis
- Communication/Written Communication
- Process Improvements
- Adaptability
- Strategic Thinking
- Social Media Customer Care
- Global Brands Experience
- Quality Assurance
- Relationship Building
- Crisis Identification
- Product Knowledge
- Creative Thinking
- Attention to Detail
- Problem Solving
- Protocols
- Mitigate Risk
Timeline
Social Response Online Digital Customer Service
The Estée Lauder Companies Inc.
01.2020 - Current
Social Response Online Digital Customer Service – Senior Social Media Lead
The Estée Lauder Companies Inc.
01.2019 - 01.2020
Social Response Online Digital Customer Service – Social Media Lead
The Estée Lauder Companies Inc.
01.2018 - 01.2019
Social Response Online Digital Customer Service – Beauty Advisor
The Estée Lauder Companies Inc.
01.2011 - 01.2018
Estée Lauder Makeup Artist Coordinator — Remote
The Estée Lauder Companies Inc.
01.2008 - 01.2011
Estée Lauder Makeup Artist
The Estée Lauder Companies Inc.
01.2006 - 01.2008
Estée Lauder Account Coordinator — Foley's/Macy's Denver Region
The Estée Lauder Companies Inc.
01.2002 - 01.2006
Business -
Massachusetts Bay College