Shana Lorenzo
Scotch Plains,NJ
Summary
Dynamic Team Lead with extensive experience at Christian Dior Couture, excelling in management and customer service excellence. Proven track record in driving sales and enhancing team performance through effective coaching and training. Skilled in conflict resolution and process improvement, fostering a culture of collaboration and continuous growth.
Overview
20
20
years of professional experience
6
6
Certifications
Work History
Team Lead
Christian Dior Couture
Jersey City, USA
11.2024 - Current
- Manage and motivate the team to consistently achieve or exceed sales goals.
- Manage the opening closing and daily operations of the business by acting as manager on duty, point of escalation, and ensuring all team members are in their proper channels
- Provide coaching and feedback to Client Advisors pertaining to Quality Assurance, in order to elevate the client experience
- Act as point of liaison between retail, warehouse and Omni channel teams
- Created and modified daily schedules based on business needs while addressing escalated cases.
- Trained and mentored staff on brand standards and operational procedures.
- Developed staff schedules to maximize coverage during peak sales periods.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Identified opportunities for process improvements, implementing changes when required.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Act on NPS performance and client feedback to improve customer service.
Career Break
Caregiving
04.2024 - 11.2024
Client Relations Center Coordinator
Hermes
Cranbury, New Jersey
01.2024 - 04.2024
- Solve customer challenges & escalations in a timely manner via various channels in brand appropriate tone & voice
- Managed multiple customer conversations while providing timely follow-up and maintaining clear communication with team members
- Provide superior customer service when answering questions on everything from materials to brand history and information
- Take initiative to drive sales with every client interaction to reach monthly sales and KPI targets
- Process client orders and manage returns/refunds by partnering with warehouse & risk department when necessary
- Work with applicable internal departments such as Digital, Marketing, Supply Chain, IT to address any concerns/feedback when necessary
- Work with management team to manage high call volume times as well as strategically work through low volume times
- Handle client after sales from start to finish. Work closely with atelier and warehouse to ensure efficiency, delivery and ultimate client satisfaction
- Collaborated with management and cross-functional teams to support company initiatives, events, and special projects
- Support and follow Christian Dior Couture sales policies and procedures and remain consistent with brand messaging
- Cultivated strong relationships with clientele, fostering loyalty and enhancing overall customer satisfaction.
- Educated clients on product features, brand heritage, and care instructions.
Career Break
Caregiving
08.2023 - 01.2024
Bilingual Client Advisor
Christian Dior Couture
Jersey City, USA
11.2021 - 08.2023
- Solve customer challenges & escalations in a timely manner via various channels in brand appropriate tone & voice
- Point of escalation on a routine basis for up to 40 Client Advisors at any given time
- Managed multiple customer conversations while providing timely follow-up and maintaining clear communication with team members
- Provide superior customer service when answering questions on everything from materials to brand history and information
- Take initiative to drive sales with every client interaction to reach monthly sales and KPI targets
- Process client orders and manage returns/refunds by partnering with warehouse & risk department when necessary
- Work with applicable internal departments such as Digital, Marketing, Supply Chain, IT to address any concerns/feedback when necessary
- Work with management team to manage high call volume times as well as strategically work through low volume times
- Handle client after sales from start to finish. Work closely with atelier and warehouse to ensure efficiency, delivery and ultimate client satisfaction
- Collaborated with management and cross-functional teams to support company initiatives, events, and special projects
- Support and follow Christian Dior Couture sales policies and procedures and remain consistent with brand messaging
- Cultivated strong relationships with clientele, fostering loyalty and enhancing overall customer satisfaction.
- Educated clients on product features, brand heritage, and care instructions.
Business Manager – Tom Ford Beauty
Nordstrom
Short Hills, USA
10.2019 - 10.2021
- Managed daily store operations and ensured exceptional customer service.
- Reinforce artistry tips & techniques of Tom Ford to strengthen the brand’s heritage and point of difference during each client interaction
- Maintained visual merchandising standards to elevate customer experience.
- Gained product knowledge to assist team members with structuring customer purchase, closing and delivery.
- Organized and coordinated weekly events to engage customers and promote products.
- Develop and nurture vendor and fellow relationships with other brands within the department
- Increase product revenue volume in hero categories
- Lead by example in all aspects of the business (sales, training, artistry & visual merchandising)
- Plan, manage and participate in special events.
- Execute retailer programs and promotions
- Supervised staff, providing training and support to enhance performance.
Market Specialist
Nannette de Gaspe
NY Metro, USA
11.2017 - 10.2019
- Developed promotional strategies to enhance brand visibility and engagement.
- Coordinated events to promote product launches effectively.
- Sought out partnerships to increase networking opportunities and market presence.
- Identified opportunities to train beauty advisors during each store visit.
- Reinforce tips, techniques and product knowledge to build brand awareness and point of difference during each client and store interaction
- Execute weekly events
- Develop and nurture retailer relationships
- Increase product revenue volume in hero categories
- Lead by example in all aspects of the business (sales, training & visual merchandising)
- Plan, manage and participate in special events & trainings
- Manage store fixture updates & replacements in partnership with store operations teams
- Execute retailer programs and promotions
- Manage brand collateral and strategically use gifting to build sales and brand awareness
Brand Ambassador – Cle de Peau Beaute
Neiman Marcus
Paramus, USA
05.2016 - 11.2017
Business Manager - Bobbi Brown, Shiseido & Trish McEvoy
Lord & Taylor
Westfield, USA
06.2008 - 05.2016
Bobbi Brown Makeup Artist
Nordstrom
Edison, USA
04.2006 - 06.2008
Education
License - Esthetics
European Academy of Cosmetology
Union, NJ01.2006
Business Administration And Management
Union College
Cranford, NJ01-2004
BBA - Fashion Merchandising
LIM College
New York, NYSkills
- Team leadership and mentoring
- Performance improvement and coaching
- Conflict resolution and problem-solving
- Workflow management and operations oversight
- SOP adherence and process optimization
- Diversity, equity, and inclusion advocacy
- Luxury retail operations expertise
- Sales strategy and trend analysis
- Product knowledge of luxury brands
- Business operations and quality assurance
- Task delegation and multitasking
- Customer service excellence
- Client relationship management
- Partnership development strategies
- Account management proficiency
- Event planning and coordination
- Verbal and written communication skills
- Team collaboration and workplace positivity promotion
- Coaching and employee training expertise
- Salesforce proficiency
- Microsoft Office proficiency
References
References furnished upon request.
Synopsis Of Achievements
- Named Most Valuable Player, 09/2022, for Christian Dior Couture Americas, Client Services Center
- Organized, trained and implemented special events including NJ Fashion Week, Charity Day, Girls Night Out and Susan G. Komen sponsored events
- Built a strong following of clientele by ensuring associates consistently leveraged product knowledge to enhance the luxury service experience, while establishing and maintaining strong customer relationships for brands such as Tom Ford, Cle de Peau Beaute & CHANEL
- Received recognition and awards from Trish McEvoy and Lord & Taylor for exceeding projected annual sales three years consecutively
Languages
Spanish
Native/ Bilingual
Certification
Inside LVMH - Operations & Supply Chain, Retail & Customer Experience, LVMH, December 2022
Timeline
Team Lead
Christian Dior Couture
11.2024 - Current
Career Break
Caregiving
04.2024 - 11.2024
Client Relations Center Coordinator
Hermes
01.2024 - 04.2024
Career Break
Caregiving
08.2023 - 01.2024
Bilingual Client Advisor
Christian Dior Couture
11.2021 - 08.2023
Business Manager – Tom Ford Beauty
Nordstrom
10.2019 - 10.2021
Market Specialist
Nannette de Gaspe
11.2017 - 10.2019
Brand Ambassador – Cle de Peau Beaute
Neiman Marcus
05.2016 - 11.2017
Business Manager - Bobbi Brown, Shiseido & Trish McEvoy
Lord & Taylor
06.2008 - 05.2016
Bobbi Brown Makeup Artist
Nordstrom
04.2006 - 06.2008
License - Esthetics
European Academy of Cosmetology
Business Administration And Management
Union College
BBA - Fashion Merchandising
LIM College