Sonia Souza
Lowell,MA
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Experienced Counter Manager with background in managing retail environments, overseeing staff and ensuring customer satisfaction. Strong skills in product knowledge, inventory management, sales strategies and team leadership. Known for ability to improve sales performance and create positive shopping experiences. Previous work impact includes fostering strong relationships with customers and leading teams towards achieving sales goals.
Enthusiastic Counter Manager ready for a new position where talents can be properly utilized. Dedicated to achieving all sales results with a passion for products. Results-driven, personable, and developing effective concepts to promote business.
Overview
18
18
years of professional experience
Work History
Beauty Counter Manager
Macys Department Store
Burlington , MA
05.2022 - Current
- Developed and implemented strategies to increase customer loyalty and satisfaction.
- Reviewed and analyzed business performance on daily, weekly, monthly, seasonal and annual basis.
- Created and managed budgets for travel, training, and team-building activities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and ordered supplies as needed.
- Collaborated with other departments within the organization on special projects as needed.
- Monitored sales activities to ensure compliance with company standards.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assisted with store operations, including inventory management and stock replenishment.
- Provided customer service by answering questions, providing recommendations and addressing complaints.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints professionally and efficiently.
- Ensured compliance with all safety regulations within the store environment.
- Analyzed data from past sales activities to forecast future needs of the business.
- Organized promotional events to maximize sales opportunities in the store.
- Consistently kept up-to-date knowledge of current fashion trends and styles.
- Opened and closed cash register and performed tasks such as counting money, separating charge slips, coupons and vouchers.
- Maintained records related to sales and placed special orders for desired items.
- Attracted new clients through brand promotion and sales marketing practices.
- Scheduled shifts for employees according to staffing needs of the store.
- Assisted customers with product selection based on their needs and preferences.
Amazon Flex Delivery
Amazon
Boston, Massachusetts
03.2021 - 04.2022
Instacart Shopper
Instacart
Boston, MA
03.2021 - 04.2022
- Listened to customer needs to identify and recommend best products and services.
- Communicated with customer to confirm clarity of order, shopped at additional stores if necessary and expedited order transfer to delivery driver.
- Followed all safety protocols while handling food items such as raw meats, produce and dairy products.
- Implemented feedback from clients to continuously improve service and client satisfaction.
- Ensured accuracy of orders by double checking contents before bagging each item.
- Organized consistent hourly deliveries by smoothly selecting and purchasing items.
- Scanned products using hand-held scanners.
- Provided exceptional customer service throughout the shopping experience.
- Completed pickup and shopping orders for customers within local area.
- Exceeded customer expectations consistently as evidenced by highest feedback ratings, frequent repeat customers, and increasingly high tips.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
Night Supervisor
Top Donut
Lowell, MA
06.2007 - 04.2017
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Completed opening and closing duties to facilitate business operations.
- Addressed customers' concerns and questions and handled complaints.
- Addressed customer inquiries promptly and efficiently while ensuring excellent customer service was maintained.
- Monitored employee performance, identified areas for improvement and provided feedback.
- Reviewed invoices and purchase orders prior to authorizing payment for goods or services received.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Served as a mentor for junior staff members providing guidance on how to perform tasks correctly.
- Inspected work stations for cleanliness and tidiness throughout the night shift.
- Trained employees in proper work procedures and performance strategies to optimize operations.
- Resolved conflicts between employees or customers in a professional manner.
- Maintained an up-to-date knowledge of store products, services, promotions and pricing structures.
- Supervised staff members to ensure compliance with safety regulations and policies.
- Set performance metrics for each team member and provided feedback when needed.
- Performed opening and closing procedures, set up registers, and arranged products to keep facility operations-ready.
- Assisted with training new employees on proper procedures and job duties.
- Handled inventorying responsibilities.
- Managed cash flow for the department including collecting payments from customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Bartender Certificate -
Bartending School of Boston
Pelham, NH08-2010
Associate of Arts - Theater Arts
University of Florida
Gainesville, FL09-2002
High School Diploma -
Memorial High School
Peabody06-2000
Skills
- Product merchandising
- Sales processing
- Product processing
- Customer consultations
- Event planning
- Goal setting
- Business performance analysis
- Product knowledge
- Merchandise arrangements
- Customer assistance
- Order management
- Merchandise display
- Customer engagement
- Team development
- Cash-handling procedures
- Business performance review
- Inventory counting
- Stock replenishment
- Application techniques
- Sales proficiency
- Beauty product demonstration
- Skin analysis
- Brand promotion
- Cosmetics and facial care services
- Inventory control
- Verbal and written communication
- Time management
- Product demonstration
- Counter management
- Appointment scheduling
- Display arrangements
- Hygiene standards
- Makeup techniques
- Retail experience
- Demonstration skills
- Trend awareness
- Cross-selling techniques
- Personalized recommendations
- Promotional activities
- Returns processing
- Relationship building
- Attention to detail
- Merchandise restocking
- Customer service
- Beauty advising
- Social media strategies
- Team collaboration
- Cosmetics industry trends
- Client relationship building
- Upselling strategies
- Beauty product knowledge
- Empathy and patience
- Multitasking and organization
- Customer needs assessment
- Organization and multitasking
- Makeup application
- Active listening
- Product knowledge expertise
- Payment processing
- Clear communication
- Color matching techniques
- Visual merchandising
- Flexibility and adaptability
- Beauty routine advice
- New product tracking
Languages
English
Native/ Bilingual
Portuguese
Full Professional
Spanish
Full Professional
Affiliations
- Inspiring singer who utilizes her free time to perform with the many talented individuals on the online community called Smule.
- Private Makeup Artist: expertise in theater makeup and cosplay.
- Intuitive Tarot Reader/ Online business
Timeline
Beauty Counter Manager
Macys Department Store
05.2022 - Current
Amazon Flex Delivery
Amazon
03.2021 - 04.2022
Instacart Shopper
Instacart
03.2021 - 04.2022
Night Supervisor
Top Donut
06.2007 - 04.2017
Bartender Certificate -
Bartending School of Boston
Associate of Arts - Theater Arts
University of Florida
High School Diploma -
Memorial High School
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