Alyson Herman Email & Phone Number

Jersey City, New Jersey, United States

At Salvation Wellness, my stewardship focuses on enhancing customer satisfaction and driving organizational growth. My leadership over the past year and a half has been marked by a 50% business expansion and a 25% rise in client acquisition, propelled by strategic marketing and meticulous attention to customer relations. •Devise and implement dynamic marketing strategies and targeted campaigns to drive awareness, generate leads, and secure new clients by leveraging analytics for a 25% client acquisition increase in six months.•Proactively plan and engage in networking events, sponsorships, and strategic collaborations to establish the studio as a trusted wellness destination. Champion a customer-centric culture by implementing and refining service standards and training programs to ensure consistent, personalized experiences that exceed customer expectations.•Recognized for achieving a customer satisfaction rating of 95% and successfully resolved 90% of customer inquiries and concerns within 24 hours, leading to increased customer loyalty.•Implementing robust SOPs for consistent high-quality service and enhancing team performance through targeted training and feedback by developing comprehensive training programs to onboard new team members and continuously upskill existing staff on SOPs. and providing targeted training and feedback to the team.

IT Cosmetics is a company in the Luxe division of L'Oreal sold in Ulta, Sephora, Macy's and on-lin. As Assistant Manager Site Experience, Hired to oversee the day-to-day activity on itcosmetics.com. Collaborated with Director of Site Experience on creating innovative e-commerce product launches, marketing, merchandising and promotional strategies to achieve aggressive growth goals of over $40 MM. Managed third party site merchandiser on execution and placement of site content and copy. Selected accomplishments include:Worked to consistently surpass monthly and quarterly sales goals by 6%. Fostered a high-performing team culture and recognized for driving top-notch team performance resulting in increased revenue and customer satisfaction.•Successfully defined and implemented new workflows resulting in a 10% reduction in turnaround time and improved efficiency within six months. Achieve a 6-week Service Level Agreement (SLA) for end-to-end delivery of all creative site needs.•Developed strategic plans to bring promotional campaigns to life, ensuring seamless integration and optimal flow for customers. Resulted in increased engagement and conversion rates, driving an uplift in overall sales.•Collaborated closely with cross functional partners to orchestrate 10 successful product launches over one year. Leveraged strong partnerships to brainstorm innovative ideas and develop strategic marketing strategies for impactful product launches, increasing brand visibility by 10%.

IT Cosmetics is a company in the Luxe division of L'Oreal sold in Ulta, Sephora, Macy's and on-lin. As Sr. Analyst, Consumer Quality Assurance, I was responsible for leading Call Center operations as the ultimate customer advocate, constantly driving the organization to improve the customer experience. I worked closely with our e-commerce team and fulfillment center providing reports and analytics.Selected accomplishments include:-Partner with relevant departments to resolve customers’ issues while continuing to improve customer service quality and efficiency by evaluating policies and procedures -Instrumental in onboarding external call center for assistance during peak periods. Continue to co-manage team from operational/e-commerce position-Understand customer requirements such as strategy, targets, standards, processes and systems and develop opportunities for improvement and eliminate problems-Define and communicate customer service standards to foster superior service levels to internal teams -Developed Call Center Operations Manual to improve customer service guidelines and process

IT Cosmetics is a company in the Luxe division of L'Oreal sold in Ulta, Sephora, Macy's and on-lin. As Customer Care Team Lead, I was responsible for managing the day-to-day activities of 12 people call center, which handles between 5000 and 6000 contacts per week; handled daily issues as they arise and created solutions and resolutions a timely manner.Selected accomplishments include:-Established training program; successfully trained agents on high touch service, brand voice, systems and procedures-With department goal of reducing agent handle time and abandonment rate, built a Knowledge Center dedicated to housing key 360 brand information for easy access, which aided in reduction of average handle time to 2 minutes per call and 4 minutes per chat and abandonment rate of approximately 2%-To generate incremental dollars for ecommerce orders and assist with high touch service wrote programs to encourage agents to upsell thereby generating approximately $3000 during one month pilot launch-Managed schedules to keep call center running effectively, achieving a reduction of abandonment rate from 5% to 2% -To maintain seamless customer satisfaction, provided rapid problem solving capabilities and contingency planning to create protocols and processes for customer service issues, new product launches and website promotions

New York, New York

Bobbi Brown Cosmetics is a global cosmetics brand part of the Estee Lauder Companies; products sold in 400+ stores and 20+countries. As Administrator, Education, Artistry and Events, I provided crucial support to the VP of Global Education and sales team by overseeing global event & training program management, marketing & training material development and rigorous oversight of approximately $1MM event budget.Selected accomplishments include:-Excelled in event management of approximately 10 events/meetings per year-Cut travel expenses by $140K annually; re-orchestrating events calendar and artist scheduling to keep artists more local. Piggy-backed events to achieve substantial cost savings-Wrote content for internal communications, training and marketing initiatives; producing copy for internal/external campaign and revising copy to strengthen training materials. Oversaw development of educational materials -Worked with team to adapt product launch materials according to region; paying close attention to details to adapt collateral as needed for diverse demographic markets-Revamped training materials to improve learning engagement and consistency at the counter; supported development of new, modernized materials for three global training programs -Enriched training programs; involved in needs assessments and evaluation of external training sources, selection of training programs and media, and customization of training programs-Managed Featured Artists Events program; overseeing all aspects of budgeting, travel and accommodations, logistics and more for 10-15 makeup artists traveling throughout the U.S., Latin America, and Asia

New York, New York

Public relations agency representing IKEA, Progressive Insurance, Lugz Shoes, and DiMassimo Brand Advertising.Assistant Account Executive Secured press coverage for key clients; writing and pitching press releases, pitch letters and newsflashes and actively cultivating media relations. Secured coverage for FMF product launches, IKEA grand openings and a WPIX morning news spot for IKEA. Developed targeted media lists.

New York, New York

PR agency representing Silver Dolphin Books, Cosmic Giggles Light Up Jewelry and K’NEX and Lincoln Logs. Acted as ongoing liaison between the client and media to obtain press coverage/interviews for clients’ big news stories and eventsWrote press releases, pitch letters and news flashes as well as created press kits, clip books and product packages for mailings

New York, New York

Small PR agency representing media clients CBSMarketWatch.com, Yahoo! Internet Life, Chief Executive Magazine, PRWeek Magazine. Acted as ongoing liaison between the client and media to obtain press coverage/interviews for clients’ big news stories and events

Washington, D.C

Meeting and Events Coordinator, 1999 – 2000: Contributed to internal CTIA departmental meetings and all aspects of planning Wireless ConventionsAdministrative Assistant, 1998 – 1999: Assisted team with all aspects of administrative duties