Samantha Lanchester
San Francisco,CA
Summary
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
Overview
28
28
years of professional experience
Work History
Online Product Expert - Customer Service -
Clinique, La Mer, Glam Glow And Lab Series
02.2010 - Current
- 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
Clinique
02.2008 - 02.2010
- 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
Clinique
05.2004 - 01.2008
- 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
L'Occitane En Provence
01.2002 - 05.2003
- 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
Molton Brown Cosmetics
12.2000 - 01.2002
- 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
Fashion and Fragrance Ltd
12.1999 - 12.2000
- 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
Estee Lauder Companies
03.1999 - 12.1999
- 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
Crabtree and Evelyn
03.1998 - 02.1999
- 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
Debenhams Department Store
01.1996 - 03.1998
- 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
Pipers Corner School
Great Kingshill, Buckinghamshire UK BA (Hons) Degree in Performing Arts -
University Of Hertfordshire
Hertfordshire UK 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 - Current
Account Executive - Northern California - San Francisco, Bay Area and Inland
Clinique
02.2008 - 02.2010
Special Events Coordinator - Northern California, Nevada and Hawaii
Clinique
05.2004 - 01.2008
Regional Manager/UK Training Manager
L'Occitane En Provence
01.2002 - 05.2003
Area Sales Manager
Molton Brown Cosmetics
12.2000 - 01.2002
Regional Sales and Training Manager
Fashion and Fragrance Ltd
12.1999 - 12.2000
Travel Retail Account Manager
Estee Lauder Companies
03.1999 - 12.1999
Store Manager
Crabtree and Evelyn
03.1998 - 02.1999
Consultant/Counter Manger
Debenhams Department Store
01.1996 - 03.1998
Pipers Corner School
BA (Hons) Degree in Performing Arts -
University Of Hertfordshire
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