Shelby Price Email & Phone Number

-Leading a high-performing customer relations team in addition to the East and West Coast Account Managers of whom are responsible for providing exceptional support and guidance to more than 200 salons-Collaborating directly with salon owners and managers to identify and resolve complex issues, proactively addressing challenges and tailoring solutions to meet each salon's unique business requirements ensuring client satisfaction and retention-Spearheaded the development of customized CRM layouts and streamlined processes, optimizing the efficiency of the customer support workflow-Implemented a systematic approach to case reporting and analysis, gathering data on customer interactions to identify trends, pain points, and opportunities for improvement— reinforcing the company's commitment to continuous advancement-Working closely with cross-functional teams, including sales, onboarding, and product development, to bridge communication gaps and ensure that customer feedback is integrated into product enhancements and feature requests-Conducting regular training and quarterly reviews for customer relations team members, empowering them to provide consistent, top-tier support, and maintain a deep understanding of salon industry challenges

Remote

-Collaborating and assisting in investigations with our support and development teams to analyze underlying causes of UI/UX and logic issues among an account deck of 170+ salons-Assisted in restructuring workflow and optimization within our CRM resulting in a 16% boost in client satisfaction ratings-An expert on Aura's SaaS software features and functionality, as well as integrated terminal and e-commerce payments-Managing, enhancing, and building the Aura Help Center to assist with understanding self-guided features of the software-Escalating and prioritizing UI/UX and logic tasks to the Development and Engineering teams via Asana-Performing QA testing for newly developed software features and monthly releases

-Managed an account deck of 80+ Aura salon locations across the Western U.S. and Canada-Collaborated with Onboarding Division from kick-off to the live stage to ensure a smooth transition-Worked to troubleshoot and address escalated customer problems by phone, text, email support, or remote via Google Meet-Managed salons’ adoption and utilization of Aura Software immediately following onboarding for the first 30 days, at 60 and 90 days, as well as quarterly check-ins— resulting in 0% churn within the first 30 days and an overall churn rate of 3%, exceeding company churn rate targets-Identified upsell opportunities offered within Aura to help optimize the software for their specific business needs to maximize profitability; resulting in an average MRR increase of $125 thus meeting quarterly revenue targets and KPI’s-Built relationships in my territory among salons and worked with them to increase their usage of our features— driving strategic conversations and increasing net promoter and satisfaction scores

-Maintained three businesses with curated content that was relevant to the services and products each business offered-Oversaw interactions with the public and directed customer needs to the correct avenues -Researched social media styles and implemented pertinent changes based on marketing trends that garnered authentic engagement amongst a business’s audience-Planned campaigns on a weekly and monthly basis around current happenings as it related to retail, staff, and services offered

Meridian, Idaho, United States

-Managed personal client acquisition and retention, improving guest retention by over 0% in two years-Met and exceeded bi-weekly retail per client ticket sales quotas, bringing in an additional ~$20,000 per year in revenue-Identified and addressed client needs based on in-depth evaluations conducted prior to services performed-Presented the addition of a Hydrafacial machine, resulting in over $50,000 of additional revenue per year -Served as the dedicated Hydrafacial Specialist to train team members and implement new practices

-Hand picked to develop the Esthetics program and write extensive course materials for a 600 hour program to navigate students through each facet of state-required curriculum with confidence-Lead 50+ students on various subjects within the aesthetics industry and wellness practices-Met with clientele of students to discuss strengths and areas of growth to improve upon to prepare them for their future careers within an ever-evolving industry-Prepped and tested students' knowledge of Idaho State Board of Cosmetology requirements to ensure their success, and maintained a 100% passing rate among students

Boise, Idaho, United States

-Supported the Store Manager to lead, coach, and develop the team of advisors to achieve sales, customer service, and operational targets

Esthetics Instructor

Holistic Nutrition

Aesthetician