Wenia Nancy Ouangrawa
Waldorf,MD
Summary
Dynamic and reliable Relation Manager with a proven track record of enhancing customer loyalty, satisfaction, and sales through consultative techniques and meticulous attention to individual needs. Expert in product merchandising and payment processing, with a strong background in social science, criminology, and human behavior. Fluent in French and English, with foundational knowledge of Mandarin Chinese. Demonstrates exceptional organizational strengths, a superior work ethic, and the ability to manage multiple priorities with a positive attitude. Dedicated to building and maintaining strong relationships, and willing to take on additional responsibilities to achieve team goals.
Overview
3
3
years of professional experience
Work History
Cosmetics Department Lead
Super Beauty
03.2022 - Current
- Recommended complementary purchases to customers, increasing revenue.
- Used in-store system to locate inventory and place special orders for customers.
- Managed efficient cash register operations.
- Set up sales floor, developed department procedures and implemented company policies to maximize cosmetics sales.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Collaborated with human resources team to provide full coverage for department and create equitable schedules for cosmetics personnel.
- Managed team of less than ten associates in cosmetics department to achieve and maintain highest standards of customer service.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Coached cosmetics sales team on promotions and events to increase marketing effectiveness and boost sales of critical merchandise.
- Wrapped, boxed and weighed department products.
- Developed strong rapport with customers and created positive impression of business.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Trained cosmetics personnel in sales techniques and product line to improve recommendations and increase upselling for department.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Monitored customers for signs of security concerns and escalated issues to management.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Strategically re-arranged the department for increase in gross sales.
- Maintained accurate inventory and sales records for department.
Wig Department Representatives
Super Beauty
03.2022 - Current
- Created strategic seasonal marketing banners
- Promoted High-on- Demand items for the department
- Created and maintained a detailed database to develop promotional sales.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing, and support policies and procedures.
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved associate, tool, and service delivery issues revealed by statistical reports.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted available products and services to customers during service, account management, and order calls.
Legal Expungement Intern
Maryland Legal Aid
02.2023 - 02.2023
- Safely dispatched documents for attorneys to review.
- Kindly Compelled clients to sign in at the entrance
- Directed clients to paralegals and attorneys
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
Customer Service Associate
Plamondon Enterprises
06.2020 - 01.2023
- Utilized tools to meet customer needs and resolved issues promptly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Maintained a clean space for customers
- Efficiently and swiftly took care of the concern and needs of customers while remaining benevolent.
- Reduced process inconsistencies and effectively trained team members, supervisors, and managers on best practices and protocols.
- Maintained up-to-date knowledge of product and service changes.
- Provided training and support to new associates to help provide high-quality customer service.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support with speed.
Internship Student
Conflict Resolution Center
05.2020 - 07.2020
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Provided project progress updates and proposed solutions to issues.
- Sorted, organized, and maintained files.
- Participated in workshops and presentations related to projects to gain knowledge.
- Preserved the confidentiality of clients
- Successfully contacted clients about the status of their cases
- Assisted to mediation cases with known mediators
- Explored new technologies and approaches to streamline processes.
- Collaborated with senior management on new initiatives to build confidence.
- Answered and transferred incoming telephone calls, taking messages for various staff members.
- Analyzed problems and worked with teams to develop solutions.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Interacted with customers by phone, email, or in-person to provide information.
- Prepared project presentations and reports to assist senior staff.
Education
Associate of Applied Science - Criminal Justice
Howard Community College
Columbia, MD09.2024
High School Diploma -
Quince Orchard High School
Gaithersburg, MD06.2021
Skills
- POS Inventory System Operation
- Reporting and Performance Analysis
- Inventory Control Processes
- Operational Efficiency
- Loss Prevention Goals Monitoring
- Systems Assessment and Improvement
- Motivational Leadership, staff Coaching and Training
- Cash Handling and Reconciliation
- Merchandise Promotion and Display
- Handling Complaints, Health and Safety Procedures
- Develop Policies and Inventory Oversight
- Regulatory and Legal Compliance
Accomplishments
- Resolved product issues through consumer testing.
- Strategically increased sales in wig sections and in the cosmetic department
- Awarded one of the best sales person
- Creatively rearranged department for the convenience of customers and inventory.
Languages
Chinese (Mandarin)
Limited Working
Certification
- Harvard Cs50 Computer Science
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Law
Communication
Timeline
Legal Expungement Intern
Maryland Legal Aid
02.2023 - 02.2023
Cosmetics Department Lead
Super Beauty
03.2022 - Current
Wig Department Representatives
Super Beauty
03.2022 - Current
Customer Service Associate
Plamondon Enterprises
06.2020 - 01.2023
Internship Student
Conflict Resolution Center
05.2020 - 07.2020
Associate of Applied Science - Criminal Justice
Howard Community College
High School Diploma -
Quince Orchard High School
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