Shan Matthews
Carteret,NJ
Summary
Luxury retail professional with extensive experience delivering exceptional, personalized client experiences while cultivating lasting relationships with high-net-worth and discerning clientele. Skilled in clienteling, luxury sales, and brand storytelling, with a proven ability to exceed sales goals through consultative service and attention to detail.
Overview
13
13
years of professional experience
Work History
Senior Client Advisor
Gucci
New York, NY
01.2022 - Current
- Coordinate communication channels between Gucci boutiques and leased locations throughout North America regarding product and sales transactions.
- Effectively manage high volumes of client inquiries via phone and email, providing timely resolutions while delivering an exceptional customer experience.
- Consistently meet monthly sales targets, driving business growth by generating nearly $500,000 in annual sales in 2025.
- Assist with onboarding and training new team members, reinforcing luxury service standards, client engagement, and brand expectations
- Cultivate lasting client relationships through personalized clienteling, proactive outreach, and tailored product recommendations.
Financial Sales Supervisor
Reach Financial
New York
01.2015 - 03.2021
- Managed eight Financial Sales Advisors to consistently meet sales and operational objectives.
- Contributed to surpassing sales targets by 10% through teamwork.
- Developed employee skills in addressing intricate sales scenarios and customer concerns.
- Evaluated sales metrics to establish performance benchmarks.
- Established and maintained relationships with key stakeholders to enhance customer satisfaction and retention.
Customer Support Representative
National Debt Relief
New York, NY
01.2014 - 01.2015
- Resolved customer inquiries with a focus on debt relief options and financial education.
- Managed high-volume support requests while maintaining quality assurance standards.
- Evaluated complex legal issues in escalated cases, providing strategic counsel and leading team initiatives for optimal resolutions.
- Analyzed existing processes to identify areas for improvement and implement effective enhancements.
- Coordinated efforts with cross-functional teams to resolve client issues and manage escalations efficiently.
Education
Associate of Science - Human Services
Touro College
New York, NYCertificate Program - Office Technology
BEOC SUNY
Brooklyn, NYSkills
- Luxury retail
- Financial services
- Sales strategies
- Call center experience
- Team development
- Escalation management
- Customer support
- Payment processing
- Artificial intelligence insights
- CRM software
- Salesforce software
- Microsoft office
- LiveChat messaging
- 65 wpm typing speed
Timeline
Senior Client Advisor
Gucci
01.2022 - Current
Financial Sales Supervisor
Reach Financial
01.2015 - 03.2021
Customer Support Representative
National Debt Relief
01.2014 - 01.2015
Associate of Science - Human Services
Touro College
Certificate Program - Office Technology
BEOC SUNY