Customer Service Human Resources

NONA GEORGE COHEN

L os Angeles, CA ***** 323-***-**** abhkg2@r.postjobfree.com

Operations Director

Dedicated and technically skilled spa professional with a versatile management support skill set developed through experience as a

spa owner for over 15 years.

Results driven leader focused on developing business profitability and optimizing team units dedicated to providing five star customer

service and client retention.

Skilled at developing and enhancing retail, professional t reatments and brand recognition. A team player and a team maker with a

p roven ability to cultivate a workforce dedicated to providing the utmost in customer service and wellness.

Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency,

customer satisfaction and the bottom line.

Key Skills

Spa Operations & Management F ront Desk & Reservation Training Public Relations

Teambuilding & Supervision Spa Marketing Meeting & Event Planning

Leadership & Staff Development Business 2 Business Networking Retail & Inventory Management

Policies & Procedures Manuals Spa Menu Development Fiscal & Cost Containment

Customer Service Delivery Written & Presentation Skills Membership Development

P ro-Salon, SpaBooker, Millennium Facilities Management Microsoft Suite Knowledge

Public Speaking Knowledge of State & Local Laws T reatment Protocol Development

Experience

SPA MENTORS, Los Angeles 2009-Present

Consultant

Consult with a team of experienced industry professionals aiding with spa operations, management, human resources, staffing, recruiting

and marketing;

s taff coaching and development accompanying hands-on t raining for facials, body t reatments, waxing and massage modalities. Under this

u mbrella

p rovide off-site spa services for selected individuals and groups.

THE BODY CLIN ICS, Westchester, Marina del Rey, Playa Vista 1986-2009

Proprietor

Conceived first of its kind day spa model evolving into 4,000 sq ft premier day spa in Southern California. Recruited, hired and t rained

t he team responsible for establishing service delivery standards achieving “The Best Spa” awards by Essence Magazine, Our Weekly

newspaper and Los Angeles City-Mayor Riordan MED Week “Retail Fi rm of the Year”. Achieved Loyola Marymount-H il ton Chair and

Westchester/LAX Chamber of Commerce award for “Entrepreneur of the Year”. Developed marketing strategy for brand recognition

w hich achieved client list exceeding 30,000. Created and lead a corporate culture ultimately employing hundreds of licensed

p rofessional spa staff attaining annual revenue growth exceeding 15% (1.8M). Granted Dermalogica® Platinum Circle status for 17

consecutive years.

Education

California State University at Sonoma MA, Psychology

University of California, Los Angeles BA, Psychology

Yamano School of Beauty, Los Angeles Esthetician Curr iculum

License

California Board of Barbering & Cosmetology Esthetician

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