Manchester, England, United Kingdom
Experienced beauty industry professional with a strong background in customer service, skincare consultancy, and makeup artistry. As a Customer Service Manager at BEAUTY BAY, I led a team to enhance customer satisfaction, managed multi-channel support, and collaborated with cross-functional teams to improve processes. My role as a Skincare Consultant for La Mer involved personalized skincare recommendations, product education, and driving sales through exceptional client service. Additionally, working as a Self-Employed Makeup Artist in Toronto, I developed strong business acumen, honed my artistry skills, and built lasting client relationships. Passionate about skincare and beauty, I bring expertise in product knowledge, e-commerce, and customer engagement. Looking to continue my journey in this industry, contributing my skills to a dynamic and innovative team.
• Led and mentored a team of 15+ customer service representatives in a high-volume e-commerce environment, ensuring a consistently high level of customer satisfaction. • Generated daily reports for the CEO and COO to provide insights for sales forecasting and to align with the business objectives. • Partnered cross-departmentally with logistics, marketing, and tech teams to ensure unified customer messaging and cohesive brand experience across all channels. • Oversaw TikTok order imports and shipments, ensuring smooth processing. • Enhanced courier service performance by conducting weekly partner reviews and streamlining the claims process. • Communicated key business updates and facilitated team meetings to promote clarity and alignment. • Acted as a point of escalation for challenging interactions, using a calm, strategic approach to turn dissatisfied customers into loyal advocates. • Mapped the full customer journey to identify pain points, enhance service and refine processes. • Actively contributed as a member of the validation team, participating in product testing and providing expert feedback to support the NPD process for BEAUTY BAY's own brand products.
• Assessing client needs, preferences, and concerns to recommend tailored solutions • Generated 3 x counter sales growth other a three-year period, nearing £1 million in annual sales. • Received frequent, in-depth ingredients training to build product knowledge and tailor skincare routines • Assist in planning and executing in-store events or promotions • Led skincare masterclasses, educating customers on the unique ingredients in each product and their proper usage • Maintain client relationships with follow-ups, ensuring satisfaction and fostering loyalty
• Developed a freelance make-up business with a loyal client base. • Collaborated with photographers, models, and clients to create looks for advertising campaigns. • Showcased creative abilities and strong customer relations skills. • Commercial work featured in Cosmopolitan magazine 2015.