Susie Shope

Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.

• Developed new employees and on-going performance assessment of current employees.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Established performance and service goals and held associates accountable for individual performance.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
• Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.

• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
• Collected room deposits, fees, and payments.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Enhanced guest satisfaction by efficiently managing check-ins and checkouts.

• Provide excellent customer service to homeowners and contractor clientele
• Offer product knowledge for right job for right outcome.
• Provided personalized assistance to customers, tailoring solutions to best meet their individual requirements.
• Looked for additional ways to expand products to customers by upselling new products and services.
• Employed active listening skills to accurately understand customer concerns and address them effectively.

• (Store closed due to Covid / relocated to family in Pa.)
• Increased client satisfaction by providing personalized interior design consultations and recommendations.
• Collaborated closely with clients to determine their specific needs and preferences for each design project.
• Elevated overall aesthetic appeal of various spaces with thoughtful selection of furniture pieces that maximized functionality without sacrificing style.
• Presented meticulous design proposals using 2D/3D visualization software, allowing clients to easily envision final outcome of project.
• Conducted comprehensive site visits to assess space requirements and ensure accurate measurements for furniture placement and installation.

• (Company closed due to hurricane Irma /relocated to Florida) Partnered with CEO / Founder of this retail clothing company on strategies to streamline and elevate business model at four locations throughout BVI
• Elevated Pusser's Branding message at each location by highlighting product visibility
• Analyzed inventory spreadsheets to recognize slow selling merchandise whereby creating promotional opportunities
• Trained a team of twenty sales associates on product knowledge by conducting seminars
• Created SPIF program to encourage sales and income incentives to staff.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed systems and procedures to improve operational quality and team efficiency.
• Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
• Implemented quality control systems that boosted overall product consistency and reliability.
• Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Supervised creation of exciting merchandise displays to catch attention of store customers.

• Partnered with Visual Merchandising Director on promotional events and execution of display design
• Partnered with brand ambassadors of designer boutiques in highlighting key fashion forward collections
• Installation of new store fixtures and mannequin program for renovation of designer boutiques.
• Boosted sales performance by strategically placing promotional items and best sellers in high-traffic areas.
• Assisted in planning and executing in-store events that showcased new product launches, creating buzz among shoppers and increasing sales figures.
• Conducted regular walk-throughs of the store to ensure visual merchandising standards were upheld consistently, promptly addressing any areas in need of improvement.
• Optimized product visibility throughout the store by regularly rotating inventory based on performance metrics, reducing dead stock levels significantly.
• Championed cross-merchandising efforts within the store by connecting complementary products from different departments to encourage upselling opportunities.
• Worked with store managers to implement new displays, promotions and store layout changes.

• Sought out to manage operations of SFO based garden and home décor shop within the Chelsea Market
• Partnered with store owner on daily business operations while the owner resided in California
• Created a loyal clientele base by performing personal relationships for client's needs.