Stacia Waren, Mba, Cxs™, Fpqp®, Aphr® Email & Phone Number

Reading, PA, US

• Work directly with prospects and members using clear and effective customer service techniques via email, phone calls, chat, and Zoom – implemented chat and Zoom to the communication options available to both members.
• Elevate the Member Experience by being knowledgeable, consistent, friendly, and honest
• Work to continuously decrease the amount of Support Tickets (currently a reduction of 50%) by improving overall website content including creating video instructions for both members and prospects
• Responsible for implementing new customer service and sales strategies including launching the company’s first Live Demo Webinar series to help educate potential new members about the membership options
• In collaboration with the Marketing Manager, implement email marketing strategies including setting up email automations in Active Campaign to assist in the sales pipeline
• Document all member feedback for the team and discuss ways to improve the product and systems resulting in the implementation (so far) of: o Updated Member Account Settingso New Members-Only Webinar Serieso Updated.

Reading, Pennsylvania Area

• In collaboration with the Creative Director, created improved company messaging in order to generate new sales leads
• Updated marketing and presentation materials for distributor sales reps
• Presented our company message through virtual team calls and participated in Q&A activities becoming a resource for our outside sales partners
• Worked with industry partners to create awareness campaigns increasing our social media followers by 30 percent within 30 days
• Supported customer calls for both new and existing customers closing 19 sales within 30 days

Reading, Pennsylvania Area

• Responsible for supporting sales reps with over 3,000 utility account numbers across all market areas supplied by UGIES producing over $3,000,000 in gross margin
• Delivered unmatched customer service to customers, consultants, and co-workers; earning direct praise from our second largest customer who added 5 utility markets to our portfolio within my first year
• Selected to participate in QA Testing for new sales processes bringing a fresh perspective from the sales department on best practices and developing protocols for implementation
• Worked directly with other departments to ensure all processes are followed including account set up, execution of contracts, enrollments, and customer account inquiries
• Provided timely and accurate custom pricing upon request

Reading, Pennsylvania Area

• Helped create a smooth transition after acquisition of Raylon Corporation
• Responsible for recruiting, hiring, training, and developing a team of 12 store managers and 30 associates. Consistently met “time to fill” standards ensuring appropriate staffing levels in stores
• Fostered relationships with Manufacturer Brands and Sales Consultants to help further the sales initiatives of the company
• Focused on sales and business trends within the district; planning future strategic initiatives with the intent to grow market share
• Achieved an increase in customer transactions by 8% within one year through quality service, consistent policy implementation, staff education, and solution-based thinking
• Maintained Store Standards using visual guidelines, asset protection policies, and consistent operational procedures

• Responsible for hiring, training, and coaching 14 store managers and 40 store-team employees avoiding high employee turnover percentages
• Increased the store department’s employee satisfaction score by approximately 7 percentage points over three years
• Led stores to a common goal of increasing sales, yearly average ticket, customer counts, profit, store average inventory turns o 2009 resulted in a 7% increase in overall store sales and 68% increase in profit o 2010.
• Maintained inventory controls for the division increasing our average turns year-over-year
• Planned interactive store trainings on the topics of: customer care, best sales practices, and product knowledge on a bi-annual basis
• Executed annual strategic planning initiatives – hitting budget savings goals every year

• Maintained database of potential franchisees, sending out initial information and maintained contact list which resulted in 4 franchise sales of $900,000
• Implemented multiple public relations’ campaigns for the franchise and individual salons landing a CNBC 3-minute broadcast and an Associated Press article along with articles appearing in The Reading Eagle, The.
• Attended franchise events to promote the American Male Salon franchise brand and market to potential franchise owners

Master Of Business Administration - Mba, Marketing And Communications

Activities and Societies: Delta Epsilon Sigma - National Scholastic Honor Society member

Bachelor Of Arts - Ba, Public Relations

Activities and Societies: PRSSA, club softball (2002)