Jen Keene Email and Phone Number

● Facilitates Contact center resource coverage, outsource allocation, and operations execution to ensure contact center transaction goals and objectives are met. Partners with Contact Center support team to share responsibility for meeting service levels and response time objectives.● Oversees interval call performance to ensure service level goals are met by maintaining appropriate call routing, initiating floor alerts for additional help and updating excel spreadsheets.● Responsible for Contact Center Operations data collection and data entry.● Collects associate attendance data, notify support of changes to schedules and updates workforce management software. Distributes associate compliance reporting to support staff.● Communicates operating issues by opening trouble tickets via email or phone; alerts support staff of problems that require any downtime to systems.● Effectively communicates by entering all necessary information into the communication log.

● Managed all departmental requisitions, events, and custom services menus.● Effectively communicated the benefits of recommended skincare products and upsell services, including cross department services, to meet sales targets.● Provided excellent customer service by addressing client concerns, answering questions, and ensuring a positive and comfortable experience.● Adhered to strict hygiene and sanitation protocols to maintain a clean and safe spa environment.● Engaged with colleagues to enhance our offerings, processes, customer experience, and employee experience.I loved being an esthetician but its schedule was untenable as a single parent.

● Created a fun, team-oriented retail culture emphasizing collaboration and inclusivity.● Supervised a team towards ensuring store merchandising standards are achieved for all products while leading off sales floor support areas.● Met 100% compliance with corporate initiatives.● Served as the Primary Customer Service Contact and escalation point for team members.● Responsible for Employee interviewing, coaching, management, and morale.

● Led Problem Customer management including de-escalation, building rapport, and processing to company expectations.● In a fast-paced environment smoothly handled real-time changes in needs across customers, inventory, and associates.● Responsible for creating and managing all registers and tills● Managed associate coverage and scheduling

● Selected by leader for and completed Manager in Training Program● Coached, supervised, and assessed a team of four to consistently perform at a high level achieving sales results that were district leading.● Prepared and opened a new location, including interviewing, hiring, and training of all opening staff.● Accountable for driving sales and margin budgets.

● Responsible for consultative selling to ensure the best possible result for the customer● Accountable for order quality and perfect reproduction.● Responsible for training all new copy and print associates.