CATHERINE HSU
Ajax,ON
Summary
Motivational leader with a high level of drive and desire to take on new challenges. Strengths include strong leadership skills and an ability to handle high-stress situations. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
14
14
years of professional experience
Work History
Spa Manager
The Ten Spot
Markham, Ontario
11.2023 - Current
- Performed administrative duties such as budgeting, financial reporting, payroll processing, client tracking and billing systems.
- Monitored quality assurance by regularly evaluating products used in treatments and ensuring proper operation of equipment.
- Used social media content on Instagram, Facebook and LinkedIn to build revenue.
- Developed and implemented spa services policies, procedures and standards.
- Created seasonal and targeted offers to enhance visibility and generate revenue.
- Ensured compliance with local health codes governing spas by staying up-to-date on industry best practices.
- Maintained high standards of cleanliness throughout the facility while adhering to safety regulations.
- Hired, led and provided performance management for spa employees.
- Conducted regular staff meetings to ensure consistency in service delivery.
- Maintained meticulous records to document client information.
- Developed relationships with local businesses for cross-promotional opportunities.
- Provided exceptional customer service through personal contact with guests before, during and after their visit to the spa.
Retail Manager
LAPFA Canada
Vaughan, ON
09.2022 - 10.2023
- Managed visual merchandising, maintaining standards and elevating customer experience.
- Oversaw retail operations to ensure all areas were operating efficiently and maintaining customer service standards.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
- Reviewed store policies and made changes to streamline operations and increase productivity.
- Demonstrated knowledge of audit and compliance standards.
- Coached, managed and developed teams to provide exceptional service and achieve sales goals.
- Maintained store staff by recruiting, orienting and training employees.
- Supported associates to drive quality performance and experiences for customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Managed special store projects to improve store-wide processes and operations.
- Met or exceeded fiscal sales goals, maximizing operating budgets.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Monitored inventory, cash and payroll processes to keep location running smoothly.
Beauty Manager
Shoppers Drug Mart
Markham, ON
08.2018 - 08.2022
- Exceed daily, weekly and monthly sales goals by presenting and selling merchandise in a professional and proficient manner.
- Established sales goals and strategies that contributed to increased growth in sales and profitability.
- Implemented creative sales and marketing strategies to assist sales team with reaching targets.
- Work closely with individual vendors to ensure sales targets are being met, as well as develop and implement action plans to increase sales.
- Trained, coached and developed staff to achieve their personal productivity and company goals.
- Responsible for calculating revenue, department and personal goals and creating events/strategies that directly impacted the stores overall business performance.
- Monitor daily sales and period-to-date sales to ensure the departments remains on track with the CYP.
- Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Efficiently addressed customer issues to ensure quick and successful resolution.
- Increased repeat customer base by maintaining relationships with clients and effectively managing service issues.
- Studied market trends to develop merchandising strategy.
- Ensure all corporate standards are met with sales, SPLH, events and visual merchandising/store image.
- Coordinated work of numerous employees by offering clear direction and motivational leadership.
- Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.
Beauty Expert
Shoppers Drug Mart
Markham, Ontario
11.2010 - 07.2018
- Answered customer questions, suggested products and trained each in how to correctly use skincare products and apply makeup.
- Handled appointment booking, canceling and rescheduling.
- Suggested personalized skin care routines for clients, keeping skin type and skin conditions in mind.
- Promoted sales events and product launches to customers.
- Maintained counter hygiene standards with sanitized display units, tools and testers.
- Provided makeup services for weddings, proms and other special events.
- Provide excellent customer service and retained customer loyalty by establishing personable relationships and personalizing their shopping experience.
- Handle customer complaints efficiently and effectively.
Education
College Diploma - Cosmetic Techniques and Management
Seneca College
Skills
- Extensive communication, analytical and organizational skills with strong attention to detail
- 6 years of managerial experience
- Self-starter
- Driving business growth
- Visual merchandising/photography
- Proficient with Microsoft Word, PowerPoint, Excel
- Certified makeup artist
- Staff development
- Excellent time management
- Rapport and relationship building
- 15 years of exceptional customer service and cosmetics sales experience
- Multitasking and prioritization
- Active listening
- Works Well Under Pressure
- Information gathering and relay
Accomplishments
- Targeted events using Instagram which resulted in an increase of Vendor sales.
- Developed relationships with new clients and typically exceeded sales goals by 6%.
- Consistently maintained high customer satisfaction.
- Recognized by co-workers for work ethic, innovation and creativity.
- Recognized by the District Manager for outstanding customer service, knowledge, passion and creativity.
- Recognized by Vendor Sales Representatives for product displays and sales achievements.
References
*REFERENCES AVAILABLE UPON REQUEST
Timeline
Spa Manager
The Ten Spot
11.2023 - Current
Retail Manager
LAPFA Canada
09.2022 - 10.2023
Beauty Manager
Shoppers Drug Mart
08.2018 - 08.2022
Beauty Expert
Shoppers Drug Mart
11.2010 - 07.2018
College Diploma - Cosmetic Techniques and Management
Seneca College
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