Shelly Hodges
Prairie Village,KS
Summary
Knowledgeable and dedicated professional with extensive dynamic experience in customer relations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Wholesale/Retail Customer Service
FairWave Specialty Coffee Collective
06.2022 - 03.2024
- Wholesale/Retail Customer Service Representative for Fairwave Coffee Collective Kansas City Market; includes Messenger Coffee Co, The Roasterie, Filling Station, Black Dog Cafe, and IBIS Bakery.
- Ensured wholesale and retail orders were placed to meet daily deadlines to guarantee delivery in sync with their delivery schedule.
- Worked with Marketing, Sales, and Production teams to ensure special label orders and other special customer requests were met.
- Assisted customers with online inquiries, navigating the website, ordering issues, resetting passwords, and adjusting customer information to subscription changes.
- Answered phones and directed customers to correct departments or addressed their requests.
- Internal Cafe Customer Service Liaison responsible for overseeing and communicating product changes, inventory issues, delivery schedules, adjustments to orders placed, and new coffee releases to all 12 KC Market cafe locations.
- Ran daily morning production UPS label reports.
- Ensured route report was completed at the end of the day for next morning deliveries for our wholesale and internal cafe locations.
- Was often Fairwave's first point of contact, assisting with tours, retail cafe, general inquiries, wholesale and retail online order pickups.
- Delivered coffee and other products to wholesale customers to ensure orders were received when production errors happened.
- Possesses extensive coffee, and cafe operations knowledge.
- Provided exceptional service by going above and beyond to meet customer needs, generating positive reviews and referrals.
- Utilized problem-solving skills when resolving complex customer issues which led to improved long-term relationships.
General Manager
FairWave Specialty Coffee Collective
09.2020 - 06.2022
- Served as General Manager at Messenger Coffee, Fairwave's Flagship tri-level cafe in the heart of Downtown Kansas City.
- Managed multiple departments that included Kitchen, Bakery, Bread, and cafe staff, overseeing 50+ employees.
- Managed budget implementations, employee reviews, training, schedules, payroll, and contract negotiations.
- Managed a diverse team of baristas, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with customers, vendors, and partners to ensure long-term success and loyalty.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Promoted and led personal developmental plans for employees by promoting within and investing in growth opportunities when they became available.
- Produced flavored syrup recipes and led the team that produced hand-crafted syrups for internal cafes to be exclusively used by our company.
- Coordinated, and managed events held in Messenger space from dinner parties, baby showers, and weddings.
- Provided coverage for each position/department in case of staffing needs.
- Assisted in recruiting, hiring, and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Market Coordinator
Josie Maran
12.2014 - 07.2019
- Market Coordinator responsible for training multi-unit Sephora store locations within Missouri and Kansas territory.
- Cultivated strong relationships with vendors and partners, resulting in mutually beneficial collaborations and increased revenue generation.
- Ensured visual animation and product display met core standards.
- Coordinated brand focus days for new product launches.
- Developed strategic business calendar in accordance with retail, territory, and market trends.
- Conducted profitable marketing events with Sephora on a monthly basis.
- Analyzed retail reports while executing tactful sales strategy.
- Fostered a positive working environment that encouraged creativity, innovation, teamwork, and accountability among team members.
- Developed targeted marketing campaigns, leading to higher customer engagement and satisfaction rates.
Beauty Manager
SEPHORA
01.2009 - 09.2013
- Beauty Manager SiJCP
- Delivered consistently exceptional customer service, establishing lasting relationships with clients and generating repeat business.
- Enhanced customer satisfaction by providing personalized beauty consultations and product recommendations.
- Monitored product usage during treatments to minimize waste without compromising service quality or results for clients.
- Increased client retention rates through effective communication strategies, follow-up appointment scheduling, and targeted promotions for loyal customers.
- Developed and executed successful promotional events, driving increased sales and client loyalty.
- Implemented new services in response to industry trends, maintaining a competitive edge in the market.
- Led a team of talented Product Consultants, developed and promoted career growth opportunities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability, leading to winning awards for top 10 in Sephora in 2013.
Education
Certificate in Esthetics , Aesthetician/Esthetician and Skin Care Specialist -
Johnson County Community College
Overland Park, KS01.2016
Interior Design -
Johnson County Community College
Overland Park, KS01.2007
Skills
- Training
- Merchandising
- Management
- Aesthetics
- Warehouse Operations
- Specialty Coffee
- Customer Service
- Production Facilities
- Product Knowledge
- Good communication skills
Timeline
Wholesale/Retail Customer Service
FairWave Specialty Coffee Collective
06.2022 - 03.2024
General Manager
FairWave Specialty Coffee Collective
09.2020 - 06.2022
Market Coordinator
Josie Maran
12.2014 - 07.2019
Beauty Manager
SEPHORA
01.2009 - 09.2013
Certificate in Esthetics , Aesthetician/Esthetician and Skin Care Specialist -
Johnson County Community College
Interior Design -
Johnson County Community College
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