Sarah Mckenna
Boise,OK
Summary
My goal is to sell with a smile. I LOVE interacting with different people and having random experiences turn into a lifelong customer. Helping people is at the top of my priorities and I am looking for a career I can combine my strengths and passions!
Overview
9
9
years of professional experience
Work History
Operations Manager
Boise Image Enhancement Center
10.2018 - 12.2023
- Devised processes to boost long-term business success and increase profit levels.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Partnered with vendors and suppliers to effectively manage and budget.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Increased customer engagement through social media.
- Collaborated with sales, product management and web development teams to create specific marketing campaigns across multiple platforms.
- Wrote social media content to increase engagement with customers.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Manager
Two Rivers Salon & Spa
08.2016 - 09.2018
- As a manger I am in charge of a staff of over 80 providers and 12 front desk receptionists’.
- A multitude of other responsibilities including staying current on product knowledge and attending in salon training for the purpose of boosting sales for the salon.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Responded to customer inquiries or complaints.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
- Coordinated facility schedules to maximize usage and efficiency.
- Maintained high functional, operational and organization levels during high-traffic hours and seasonal promotions.
- Worked with new employees to enforce account management protocols and customer service standards and optimize performance.
- Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Oversaw daily operations to ensure high levels of productivity
- Together with a Co- Manager I would run the day to day operations of the salon and spa.
Lead Spa Coordinator
Athena Salon & Spa
08.2014 - 05.2015
- Supervising a front desk staff of 3 and up to 8 providers.
- A multitude of other responsibilities including staying current on product knowledge and attending in salon training for the purpose of boosting sales for the salon.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Responded to customer inquiries or complaints.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
- Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to the owner.
Education
HS Diploma -
Adison High School
Phlebotomy Certification -
College of Western Idaho
Nampa, IDPersonal Trainer Certification -
NASM
OnlineSkills
- Customer relations specialist
- Team Leadership
- Schedule Management
- Employee training
- Adaptability
- Cultural awareness
- Multitasking abilities
- Supervision
Timeline
Operations Manager
Boise Image Enhancement Center
10.2018 - 12.2023
Manager
Two Rivers Salon & Spa
08.2016 - 09.2018
Lead Spa Coordinator
Athena Salon & Spa
08.2014 - 05.2015
HS Diploma -
Adison High School
Phlebotomy Certification -
College of Western Idaho
Personal Trainer Certification -
NASM
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