Summary
Overview
Work History
Education
Skills
Timeline
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Suzie Miller

Mesa,AZ

Summary

Focus Customer Service with 6 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

34
34
years of professional experience

Work History

Director of Operations

Allure Medspa
05.2020 - Current
  • Oversaw day-to-day production activities in accordance with business objectives.
  • 3 location Medspa
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Defined, implemented, and revised operational policies and guidelines.
  • Analyzed customer feedback and identified areas for improvement to drive business success.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reported issues to higher management with great detail.
  • Managed 30 staff members

Front Desk Supervisor

Allure Medspa
02.2017 - 05.2020
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Scheduled and assigned daily work and activities for team members.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw front desk operations with eye for medspa reputation, staff productivity, and operational efficiency.
  • Managed 2 locations

Front Desk Associate

Allure Medspa
10.2016 - 02.2017
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Performed basic daily bookkeeping tasks.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Maintained transaction security by verifying payment cards against identification.
  • Answered guest questions and referred to local points of interest.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Managed over 50 customer calls per day

Licensed Manicurist

Self Employed
05.1989 - 05.2016
  • Used acrylics, gels and glitters to create custom nail art designs for clients.
  • Sterilized and sanitized beauty tools and equipment to maintain hygiene and safety protocols.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Oversaw schedule to manage appointments of new and existing clients.

Education

Arizona State University
Tempe, AZ

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

Northern Michigan University
Marquette, MI

High School Diploma -

Lahser High School
Bloomfield Hills, MI
06.1979

Skills

  • Payroll Administration and Timekeeping
  • Business Management and Development
  • Manage Operations
  • Constructive Feedback
  • Supplier Monitoring
  • Directing Team Members
  • Inventory Tracking and Management
  • Overseeing Personnel
  • Crisis Communications
  • Shift Coverage
  • Reviewing Resumes
  • Develop Policies
  • Operational Efficiency and Safety
  • Client Advocacy
  • Price Structuring
  • Operational Leadership
  • Hiring and Onboarding

Timeline

Director of Operations

Allure Medspa
05.2020 - Current

Front Desk Supervisor

Allure Medspa
02.2017 - 05.2020

Front Desk Associate

Allure Medspa
10.2016 - 02.2017

Licensed Manicurist

Self Employed
05.1989 - 05.2016

Arizona State University

Maricopa Community Colleges - Mesa Community College

Northern Michigan University

High School Diploma -

Lahser High School

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Suzie Miller