Accomplished Assistant Manager of Guest Experience skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management.
Hi, I’m
Zahara Willis
Assistant Manager of Guest Experience
Auburn,AL
Summary
Overview
3
years of professional experience
Work History
Lululemon
Assistant Manager of Guest Experience - NSO
09.2023 - Current
Job overview
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action
- Managing conflict or mediating problems between others or deescalating guest issues
- Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to “make it right” for guests
- Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members
- Hiring, Recruiting and Interviewing
M2Z Logistics Mobile Notary LLC
Lead Certified Notary Signing Agents
07.2022 - 09.2023
Job overview
- Checked documents and identifying credentials for all parties.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Trained new employees on proper protocols and customer service standards.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Supervised operations team to support operational excellence and excellent customer service.
- Coordinated with General Manager in different operational issues and promotional activities.
- Introduced new methods, practices, and systems to reduce turnaround time.
Lululemon Athletica
Educator
11.2022 - 03.2023
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Achieved and excel monthly sales goals by promoting product benefits and applying customer service and upselling techniques.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
MLM Inc Services LLC
Assistant Manager of Operations
01.2021 - 08.2022
Job overview
- Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Stayed up-to-date with industry trends and best practices to improve skills and organizational operations.
- Prepared annual budgets with controls to prevent overages.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Gwinnett Technical College ( Online )Lawrenceville, GA
Associate of Science from Healthcare Management (Pre- Nursing)
05.2025
University Overview
Dacula High SchoolDacula, GA
High School Diploma
05.2020
University Overview
Skills
- Payroll Administration and Timekeeping
- Employee Relationships
- Time Management Skills
- Visual Displays and Presentations
- Customer Care
- Schedule Preparation
- MS Office Applications
- Written Communication Skills
- Positive Customer Engagement
- Problem-Solving Strengths
- Active Listening
- Critical Thinking
- Dependable
- New Store Opening Experience
- Hiring Onboarding
- Employee Performance Evaluation
- Sales Growth
- Cross-functional collaboration
- Staff training and development
- Business acumen
- Delegation skills
- Team building
- Performance management
- Emotional intelligence
- Employee Training
- Recruiting and Interviewing
- Event Planning
Timeline
Assistant Manager of Guest Experience - NSO
Lululemon
09.2023 - Current
Educator
Lululemon Athletica
11.2022 - 03.2023
Lead Certified Notary Signing Agents
M2Z Logistics Mobile Notary LLC
07.2022 - 09.2023
Assistant Manager of Operations
MLM Inc Services LLC
01.2021 - 08.2022
Gwinnett Technical College ( Online )
Associate of Science from Healthcare Management (Pre- Nursing)
Dacula High School
High School Diploma
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