Roxanne Mick
Calgary
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Counter Manager - Chanel Beauté
Hudsons Bay
06.2023 - Current
- Successfully implemented cross-selling techniques by recommending complementary products during client consultations which led to increased average transaction values.
- Boosted customer satisfaction by providing personalized beauty consultations and product recommendations.
- Increased brand awareness through effective communication of product benefits during consultations with clients seeking advice on various cosmetic items available at our counter.
- Evaluated employee performance regularly, offering constructive feedback and opportunities for growth within the team.
- Implemented visual merchandising strategies to attract customers and showcase top-selling products effectively.
- Resolved customer complaints promptly and professionally, maintaining a positive image of the company despite any issues encountered during their visit.
- Fostered a positive work atmosphere within the team by consistently demonstrating leadership skills while encouraging open communication amongst colleagues.
- Actively participated in ongoing training sessions to remain updated on the latest industry trends, product innovations, and sales techniques relevant to our cosmetics counter operations.
- Assisted customers in selecting appropriate skincare routines tailored to their specific needs, resulting in higher satisfaction rates among clientele.
- Managed team of 3 associates in cosmetics department to achieve and maintain highest standards of customer service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained a clean and organized work environment, promoting safety and professionalism for both staff and customers.
- Promoted brand loyalty by creating personalized experiences for each customer during their visit.
- Participated in special events or promotions as needed to boost sales and increase brand visibility in-store or online platforms.
Counter Manager - Estée Lauder
Hudson's Bay
02.2020 - 06.2023
- Promoted brand loyalty by creating personalized experiences for each customer during their visit.
- Participated in special events or promotions as needed to boost sales and increase brand visibility in-store or online platforms.
- Maintained cleanliness and organization of counter area, adhering to company standards at all times.
- Developed strong relationships with clients, resulting in repeat business and referrals.
Counter Manager - Lancôme Canada
Hudson's Bay
06.2019 - 02.2020
- Promoted brand loyalty by creating personalized experiences for each customer during their visit.
- Participated in special events or promotions as needed to boost sales and increase brand visibility in-store or online platforms.
- Developed strong relationships with clients, resulting in repeat business and referrals.
Men's Fragrance/Skin Care Counter Manager
Hudson's Bay Canada
07.2015 - 06.2019
- Event Planning & Strategizing
- Mentoring new staff
- Established sales goals, tracking individual employee performance toward benchmarks
- Arranged counter offerings and promotional products to create eye-catching displays
- Collaborated with marketing team to create brand promotions to drive sales
- Evaluated individual and team business performance and identified opportunities for improvement
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Resolved customer inquiries and complaints requiring management-level escalation
- Delegated work to staff, setting priorities and goals
- Assisted customers in selecting correct products to fit skincare regimen or makeup routine
- Highlighted new products by creating displays to enhance brand awareness and amplify engagement
- Arranged counter offerings and promotional products to create eye-catching displays
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
Men's & Ladies Fragrance Counter Manager
Hudson's Bay Canada
07.2009 - 07.2015
- Attended trainings and seminars to gain product line proficiency
- Implemented merchandising displays and promotional products to meet marketing standards
- Completed sales transactions and processed merchandise return, maintaining proper accountability of register
- Assisted in daily store recovery and replenishment
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Resolved customer inquiries and complaints requiring management-level escalation
- Analyzed business performance data and forecasted business results for upper management
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Attended trainings and seminars to gain product line proficiency
- Implemented merchandising displays and promotional products to meet marketing standards
- Completed sales transactions and processed merchandise return, maintaining proper accountability of register
- Assisted in daily store recovery and replenishment
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Showed customers how to apply makeup and other products to achieve desired looks
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns
- Sanitized areas and maintained stock, meeting store cleanliness and visual merchandising standards
- Recommended merchandise based on expert product knowledge and client preferences
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs
- Assisted customers in feeling relaxed and comfortable with the process
- Finalized purchases and processed payments
- Displayed merchandise to present visually appealing arrangements that drive sales
- Fostered clean and sanitary work environment to protect customers and staff from infection
Beauty Advisor - Estée Lauder
Hudson's Bay Canada
08.2008 - 02.2009
- Attended trainings and seminars to gain product line proficiency
- Implemented merchandising displays and promotional products to meet marketing standards
- Completed sales transactions and processed merchandise return, maintaining proper accountability of register
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Showed customers how to apply makeup and other products to achieve desired looks
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns
- Sanitized areas and maintained stock, meeting store cleanliness and visual merchandising standards
- Recommended merchandise based on expert product knowledge and client preferences
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs
- Assisted customers in feeling relaxed and comfortable with the process
- Finalized purchases and processed payments
- Displayed merchandise to present visually appealing arrangements that drive sales
Lancôme Counter Manager
Hudson's Bay Canada
09.1993 - 09.1994
Clinique Counter Manager
Hudson's Bay Canada
03.1991 - 06.1993
- Evaluated customer skin to determine unique conditions and skin type
- Built and deepened productive and positive customer relationships with high-quality service and focus on gaining loyalty
- Greeted customers to determine wants or needs
- Cleaned shelves, counters and tables to maintain organized store
- Planned and implemented promotional events, communicating advertising and sales information to beauty advisors and retail managers
- Followed safety and maintenance standards to keep beauty tools and customer areas clean and organized
- Hosted special events and holiday sales to spark interest in product lines and achieve sales goals
- Greeted customers at counter, delivered personalized customer service, finalized sales and maintained store appearance
- Attended trainings and seminars to gain product line proficiency
- Assisted in daily store recovery and replenishment
- Assisted customers in selecting correct products to fit skincare regimen or makeup routine
- Performed consultations for customers, providing skincare tips, modeling brand application and explaining cosmetic techniques
- Implemented training and mentoring programs to educate staff on cosmetic products and promote personal development opportunities
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
Education
High School Diploma -
John Oliver Secondary School
Vancouver, BC06.1984
Skills
- Visual merchandising
- Product knowledge
- Customer service
- Customer Conflict Resolution
- Customer relationship management
- Marketing promotions
- Time management
- Merchandise display
- Attention to detail
- Team leadership
- Relationship building
- Customer relations
Certification
Kelowna School of Esthetics, Nails & Makeup
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- COSA Award Finalist (2018)
Languages
English
Full Professional
Runner up COSA
Store nomination
Timeline
Counter Manager - Chanel Beauté
Hudsons Bay
06.2023 - Current
Counter Manager - Estée Lauder
Hudson's Bay
02.2020 - 06.2023
Counter Manager - Lancôme Canada
Hudson's Bay
06.2019 - 02.2020
Men's Fragrance/Skin Care Counter Manager
Hudson's Bay Canada
07.2015 - 06.2019
Men's & Ladies Fragrance Counter Manager
Hudson's Bay Canada
07.2009 - 07.2015
Beauty Advisor - Estée Lauder
Hudson's Bay Canada
08.2008 - 02.2009
Lancôme Counter Manager
Hudson's Bay Canada
09.1993 - 09.1994
Clinique Counter Manager
Hudson's Bay Canada
03.1991 - 06.1993
High School Diploma -
John Oliver Secondary School
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