Serena Close

"1099 - role" ShelfGenie In-Home Design Consultant (2012) -> ShelfGenie Employee: Regional Sales Manager (2015) -> Corporate In-Home Designer Trainer (2016) -> New Owner Onboarding Business Coach (2017) and Franchise Business Coach (2020) while remaining Sales Trainer (2016).

• Solely responsible for onboarding any new owners for the last 8 years, ensuring seamless integration and preparation before they open.
• Continually enhancing the onboarding process to increase sales in first three months of business, helping owners get to break even at a faster pace.
• Played an integral role in developing training processes and systems, enhancing efficiency and scalability.
• Keeping new owners longer, ensuring they are comfortable with everything they will do in their future.
• The last few months are after they open; continuous training, reinforcing self-sufficiency and importance of future strategy.
• Responsible for schematizing our now 'Noble Sales Process' (Sales Process).
• Created the training material and implemented our now 'Certified In- Home Designer' program; leading to higher close rates and higher average sales.
• Took on additional coaching responsibilities to support new owners in their professional growth.
• Monitored and analyzed clients' progress, results and overall satisfaction to implement process improvement initiatives.
• Attended seminars, business expos and other events to develop and support our business owners.

• Company Overview: Professional Organization (B2B)
• Professional Organization - turning digital (B2B)
• Established a successful business by identifying market needs and developing innovative solutions.
• Implemented efficient operational processes to optimize productivity and resource allocation.

• Resolved conflicts involving guests or employees through mediation techniques while adhering to established guidelines for conflict resolution within the hospitality industry.
• Mentored junior staff members on best practices in hospitality industry standards, elevating overall service quality throughout each day.