• Manages a book of 1200+ organizations• Averages a 99% customer retention rate• Built and continues to implement an intervention process to address potential churn• Manages new client onboarding and coordinating program implementation• Provides day-to-day service and user education• Drives stickiness and reduces churn by depicting clear value and delivering a return on customer investment • Provides cross-sell and upsell leads to the Account Executive team through relationship management and customer outreach • Achieved the most upsell demos completed for the CX department in November and December 2023

• Supported both Fashion Place and City Creek during peak seasons in this role• Outreached to customers regarding in-store events, promotions, and special offers to drive volume• Trained employees on social selling and digitally connecting with customers• Organized and executed customer events across multiple departments • Hired, trained, and managed 20 stylist assistants during the Anniversary Sale and Holiday Season• Oversaw total store hiring and recruits potential candidates during peak seasons• Ran Nordstrom's signature Get Connected program by engaging in customer outreach, scheduling appointments, and managing the digital database• Analyzed and processed Excel spreadsheets to obtain relevant customer data• Created new onboarding employee processes to increase retention• Ranked #1 in the SW region for total appointments booked during 2022 at 694 appointments

• Managed and operated Nordstrom Fashion Place social media pages• Trained employees on social selling through Instagram and StyleBoard • Connected with brand representatives to heighten store exposure

• Assisted stylists in ringing and shipping orders• Solved customer issues both from online and in-store experiences and purchases• Trained representatives in customer relations and technological practices

• Ran contests and promotions for employees to incentivize card opening• Saw a 30% increase in employee cards attempted from October 2020 to March 2021 as a result of my program

• Used Pinterest and Instagram to sell digitally during the COVID-19 pandemic