Samantha Lanchester
Clinique, La Mer, Glam Glow And Lab Series
San Francisco,CA
28
years of professional experience
Fun, versatile and hight performing sales and service executive with 20+ years experience in the beauty industry - solid experience in client services handling high volume of customer interactions through live chat., Live Video and email. Excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to providing the best customer experiences
Work History
Online Product Expert - Customer Service -
16 Years 9 Months- I currently work for ELC Online providing customer service through live chat, Live video chat, and email response - working on the LivePerson ,LiveEngage and Kana email systems
- Have been a central part of ELC online division being part of its growth over the last 13 years with the advancements in technologies and the addition of brands.
- Assisted clients with product questions to facilitate online ordering process.
- Answered live online chats and Video Consultations and Email services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Developed customer service processes to improve customer satisfaction.
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Generated reports and tracked customer service metrics on daily basis.
- Collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
Account Executive - Northern California - San Francisco, Bay Area and Inland
2 Years- Account Executive for All Doors - Macy*s Bloomingdales, Nordstrom, Saks, and Neiman Marcus
- Responsible for the effective management, development, and recruitment of Account Coordinators, Counter Managers, and Consultants
- Negotiated at a store level to maintain staff and product space locations within all accounts
- Conducted product and promotional training for in-store and company staff prior to calendar events
- Planning and execution of in-store events Nordstrom Trend Shows, Bloomingdales On Point Season Beauty, and Neiman Marcus Beauty Power Point events
- Consistently achieved sales plan and ranked within the top percent of Account Executives in North America
- Also worked on the Corporate nationwide team dedicated to New Account Openings and opened multiple new stores nationwide
- Trained in Talent Plus interviewing techniques and worked as part of the Talent Acquisition team.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
Special Events Coordinator - Northern California, Nevada and Hawaii
3 Years 8 Months- Manage the Special Events Program for Northern California, Nevada, and Hawaii working closely with the regional team to ensure strategic planning and execution of events
- Key responsibilities included recruiting and retaining a team of 85 Consultants across Northern California, hire, develop and train Event Coaches and teams to deliver the highest levels of customer service and sales, and varied administrative tasks.
- Supervised staff during events and maintained efficient performance to reach sales goals
Regional Manager/UK Training Manager
1 Year 4 Months- Responsible for the maintenance and development of existing accounts and generating new business with department store chains and independents across the West of England, Wales, and the Channel Isles
- Later as UK Trainer responsible for the planning, content, and delivery of the training and development of all staff in the UK, running courses at regional locations
- Also, as a guest presenter on the Ideal World Television Shopping Channel with the launch of 'Haute de Provence' resulting in an ongoing contract with weekly showings.
- Developed promotional plans to complement national sales initiatives
Area Sales Manager
1 Year 1 Month- Responsible for maintaining over a hundred retail and hotel accounts across the South of England, Wales, and the Channel Isles
- Prospected new hotel business in the areas of 'in-room' product collections and 'store within a store' retail
- Also, prospected new business opportunities with the airlines and other industries to create joint ventures, gaining a contract with British Airways 'in-flight' Business travel and departure and Arrival lounge Spa treatments.
Regional Sales and Training Manager
1 Year- Responsible for the recruitment and training of consultants for Mattesse NYC in selected Department Stores across the UK and Ireland
- Prospecting and account opening for Jacques Bogart Fragrances throughout the South of England, developing business prospects in both multiple and independent retailers
- Dealing with multiple accounts at a national level, both with corporate buyers and at branch locations
- Also maintained marketing and sales statistics for direct reporting.
Travel Retail Account Manager
9 Months- Responsible for the management of all accounts at London Heathrow Airport Key responsibilities were achievement of accounts sales objectives via strategic planning of in-store activities and the training, development, and ongoing assessment of consultants
- The role also included product and sales training for company employees and generic staff as well as pre-promotion education.
Store Manager
11 Months- Initially responsible for the effective management of the Guildford store; key objectives were to ensure the sales targets exceeded those of previous years prior to closure, mentoring and motivating team members, and the recruitment and training of additional staff
- Daily tasks included calculating targets, staff training, customer relations, and merchandising
- Later promoted to the position of Assistant Manager of the flagship store on The Strand, London.
Consultant/Counter Manger
2 Years 2 Months- Gained experience of retailer business initially as a Clinique Consultant, later as Counter Manager
- Responsibilities included ensuring the account achieved target through sales objectives and productivity, and the development of consultants through education and motivation
- Building and maintaining working relationships with store management and the successful execution of the marketing calendar.
Education
BA (Hons) Degree in Performing Arts
Skills
Business Growth
Online Chat and Video Consultations
Customer Experience Management
Training and development
Client Relationships
Customer Care
Customer Relationship Management
Customer Service and Assistance
Vocational Qualifications
- Royal Academy of Dancing - All grades to Intermediate
- London Academy of Music and Dramatic Arts - All grades to Gold Medal
- Poetry Speech Silver Certificate
Further Education
- GNVQ Business and Finance
- HND Performing Arts
Timeline
Online Product Expert - Customer Service -
Clinique, La Mer, Glam Glow And Lab Series
02.2010 - CurrentRead More
Account Executive - Northern California - San Francisco, Bay Area and Inland
Clinique
02.2008 - 02.2010Read More
Special Events Coordinator - Northern California, Nevada and Hawaii
Clinique
05.2004 - 01.2008Read More
Regional Manager/UK Training Manager
L'Occitane En Provence
01.2002 - 05.2003Read More
Area Sales Manager
Molton Brown Cosmetics
12.2000 - 01.2002Read More
Regional Sales and Training Manager
Fashion and Fragrance Ltd
12.1999 - 12.2000Read More
Travel Retail Account Manager
Estee Lauder Companies
03.1999 - 12.1999Read More
Store Manager
Crabtree and Evelyn
03.1998 - 02.1999Read More
Consultant/Counter Manger
Debenhams Department Store
01.1996 - 03.1998Read More
Pipers Corner School
Read More
University Of Hertfordshire
BA (Hons) Degree in Performing Arts
Read More