Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Sheniece Wallace

Orlando,FL

Summary

Customer-oriented supervisor with several years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Expert in industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success.

Overview

19
19
years of professional experience

Work History

Outbound Sales Professional/ Supervisor

Spectrum
Maitland, Florida
01.2024 - Current
  • Manage a team of call center agents, ensuring compliance and tracking KPIs like call time and closing rates
  • Exceed sales goals quarterly, achieving a 15% increase using Competitive Edge and Enterprise Tracker
  • Mentor new hires during their two-week nesting period, providing expert guidance and support
  • Conduct credit checks and offer customized solutions for service packages, enhancing customer satisfaction
  • Collaborate with team members to deliver exceptional customer service using Co-polit, AgentOS, and RingCentral
  • Collaborated with team members to enhance customer satisfaction, leveraging systems like Co-polit, AgentOS, and RingCentral
  • Mentored new hires during their two-week nesting period, providing expert guidance and fostering a supportive learning environment
  • Tracked and analyzed KPIs such as call time and closing percentages, ensuring compliance and optimizing team efficiency
  • Conducted thorough credit checks and offered tailored problem solutions for service packages, improving customer retention
  • Analyzed sales metrics to identify trends, resulting in a 10% improvement in call conversion rates
  • Provided ongoing coaching to team members, enhancing their skills and boosting overall team performance by 12%
  • Led daily team briefings to align on goals and strategies, fostering a collaborative and motivated work environment
  • Leveraged and implemented call scripts, resulting in a 20% increase in customer engagement and satisfaction
  • Optimized call routing processes, reducing average call handling time by 10% and boosting productivity
  • Tracked and analyzed KPIs such as call time and closing percentages, ensuring compliance and optimizing team efficiency

Counter Manager

MAC COSMETICS
Orlando, Florida
01.2023 - 01.2024
  • Maintain client relationships and promote loyalty programs, driving consistent sales growth using MyClient
  • Conduct personalized beauty classes and events, enhancing customer engagement and retention
  • Train and coach associates on product knowledge, ensuring high service standards
  • Manage POS systems and inventory, optimizing operational efficiency
  • Collaborate with retail departments for cross-selling, boosting overall sales
  • Fast learner with a strong work ethic, consistently punctual and dedicated to continuous improvement in all tasks
  • Developed and executed promotional strategies, increasing sales by 15% and enhancing brand visibility
  • Managed the counter in operations, makeup applications, makeup demonstrations, and skincare knowledge for the advancement of the brand
  • Partnered with marketing teams to design and implement successful in-store campaigns, boosting customer acquisition
  • Streamlined inventory management processes, reducing stock discrepancies by 20% and improving operational efficiency
  • Managed a team of 4 associates, ensuring adherence to corporate standards and achieving top regional sales performance
  • Drive and exceed sales goals by providing a personalized beauty experience based on individual Remain up to date with all training through Beauty Playground
  • Attend Vendor trainings and virtual trainings as assigned by MAC/Macys
  • Self-motivated to stay current on brand related product knowledge, beauty trends in store and online
  • Leverage social media to drive sales
  • Maintain weekly DIFF, processed returns/damages/testers/RTVs
  • Processed online orders

Associate Banker

Chase Bank
New York
11.2021 - 12.2022
  • Provided comprehensive banking services, enhancing customer satisfaction and retention
  • Educated customers on financial management tools, improving their transaction efficiency
  • Processed transactions accurately, ensuring compliance with banking policies
  • Collaborated with team to streamline operations, boosting overall branch performance
  • Recommended bank products, increasing sales and customer engagement
  • Processed complex financial transactions efficiently, ensuring adherence to compliance standards and minimizing errors
  • Facilitated teamwork by coordinating with colleagues to streamline banking operations, enhancing overall customer satisfaction by greeting customers
  • Advanced customers knowledge about online banking
  • Assisted Licensed bankers with appointments and pre-approval offers for auto loans, credit cards, new bank accounts, and investments accounts
  • Proactively recommended banking products, contributing to a 15% increase in customer product adoption within the branch

Chase Manhattan jp morgan bank
11.2021 - 12.2022
  • Provided comprehensive banking services, enhancing customer satisfaction and retention
  • Educated customers on financial management tools, improving their transaction efficiency
  • Processed transactions accurately, ensuring compliance with banking policies
  • Collaborated with team to streamline operations, boosting overall branch performance
  • Recommended bank products, increasing sales and customer engagement
  • Processed complex financial transactions efficiently, ensuring adherence to compliance standards and minimizing errors
  • Facilitated teamwork by coordinating with colleagues to streamline banking operations, enhancing overall customer satisfaction by greeting customers
  • Advanced customers knowledge about online banking
  • Assisted Licensed bankers with appointments and pre-approval offers for auto loans, credit cards, new bank accounts, and investments accounts
  • Proactively recommended banking products, contributing to a 15% increase in customer product adoption within the branch

Class Facilitator and Supervisor

Sephora
10.2014 - 10.2020
  • Facilitated beauty classes for new hires, enhancing product knowledge and sales skills
  • Engaged with clients and recommended products for special skin types for makeup and skincare products
  • Led product demonstrations, contributing to $10 million in annual sales
  • Conducted discovery calls, ensuring exceptional customer service and follow-ups
  • Collaborated with managers to develop sales strategies, boosting conversion rates by 11%
  • Developed and implemented sales strategies, increasing overall sales performance by 25% within the first year of beauty classes and booking 1 on 1 clients experience for skincare and makeup segments
  • Introduced new sales techniques and tools, streamlining processes and enhancing productivity by using handheld devices for foundation matching
  • Effectively communicated product benefits, resulting in increase in customer satisfaction and repeat purchases
  • Giving customers loyalty program levels of rouge, VIB, and insider reward programs
  • Maintained accurate sales records and provided detailed reports that supported data-driven decision-making and strategy adjustments
  • Pioneered the use of virtual consultations, enhancing customer accessibility and satisfaction, contributing to a 10% rise in online sales
  • Influenced customer purchasing decisions through personalized recommendations, by sampling products, and sharing personal beauty stories

sales professional

tiffany and company
New York
10.2005 - 12.2013
  • Guided clients through timeless silver jewelry pieces, precious stones, Elsa Peritti exclusives, Paloma Picasso exclusives, and Diamond selections, achieving $2M in annual sales and enhancing customer satisfaction
  • Utilized product knowledge to influence new hires, improving team performance and service quality
  • Resolved customer issues promptly, maintaining a 95% positive feedback rate
  • Analyzed sales data to identify trends, contributing to targeted marketing strategies and increased revenue
  • Boosted sales by 20% through exceptional customer service and product knowledge, enhancing client relationships and driving repeat business
  • Increased client retention by 30% through personalized service and follow-up, driving repeat business and boosting overall sales
  • Using MyClient
  • Implemented cross-selling strategies that raised average transaction value by 10%, enhancing revenue and customer satisfaction
  • Leveraged in-depth product knowledge to self train resulting in a 15% increase in team performance and service quality
  • Implemented effective cross-selling techniques, increasing average transaction value by 10% and enhancing overall customer satisfaction
  • Developed personalized client follow-up strategies, increasing client retention by 30% and fostering long-term customer relationships

Education

Business, Management, Marketing, and Related Support Services -

Theology/Theological Studies -

Make-Up Artist/Skincare Specialist -

Courses google project management

Skills

  • Strategic Planning
  • Project Management
  • Training and mentoring
  • Goal-Oriented
  • Client Service
  • Leadership
  • Teamwork and Collaboration
  • Call Center Operations
  • Meeting facilitation
  • Problem-Solving
  • Work Planning and Prioritization
  • Analytical Thinking

Websites

Timeline

Outbound Sales Professional/ Supervisor

Spectrum
01.2024 - Current

Counter Manager

MAC COSMETICS
01.2023 - 01.2024

Associate Banker

Chase Bank
11.2021 - 12.2022

Chase Manhattan jp morgan bank
11.2021 - 12.2022

Class Facilitator and Supervisor

Sephora
10.2014 - 10.2020

sales professional

tiffany and company
10.2005 - 12.2013

Business, Management, Marketing, and Related Support Services -

Theology/Theological Studies -

Make-Up Artist/Skincare Specialist -

Courses google project management

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Sheniece Wallace