Sarah Hess
Clinton,UT
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Manager
Smith's Food & Drug Stores
03.2010 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved concerns with products or services to help with retention and drive sales.
Receptionist
A Shade Darker Salon
03.2020 - 09.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
Master Esthetician
New Image Salon
03.2014 - 08.2019
- Cleaned and disinfected equipment to promote safe and sanitary environment.
- Informed, answered questions and recommended treatments for clients seeking range of aesthetic services.
- Performed treatments and created and maintained records of treatment according to company policy.
- Guided patients through process, explaining what to expect and how to follow up to improve results.
- Studied ingredients in products to explain benefits to clients.
- Delivered safe, therapeutic experiences to leave clients feeling relaxed and refreshed.
- Contacted patients to prepare for treatment, follow up after services and recommend promotions.
- Assessed condition of clients' skin in order to make recommendations to improve skin quality.
- Advised clients on proper home-care regimens.
- Discussed procedures and treatment options with clients.
- Performed consultations for patients before scheduling treatments.
- Performed over [Number] facials, chemical peels and waxing procedures per week.
- Handled busy schedules and stayed on top of key deadlines.
- Performed waxing, body wrap application and gentle exfoliation to improve overall skin condition.
- Brought in up to [Number] new clients per month through targeted marketing and word-of-mouth referrals from satisfied clients.
Education
Master Esthetician - Esthetics
DATC
Layton, UT03.2015
High School Diploma -
Morgan High School
Morgan, UT 01.2023 - 08.2023
Skills
- Continuous Improvements
- Service Delivery Optimization
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Leading Team Meetings
- Time Management
- Workflow Management
- Positive and Constructive Feedback
- Employee Performance Reviews
- Cash Handling
Timeline
High School Diploma -
Morgan High School
01.2023 - 08.2023
Receptionist
A Shade Darker Salon
03.2020 - 09.2021
Master Esthetician
New Image Salon
03.2014 - 08.2019
Customer Service Manager
Smith's Food & Drug Stores
03.2010 - Current
Master Esthetician - Esthetics
DATC
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