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Customer Service Administrative Assistant

Location:
Chicago, Illinois, United States
Posted:
August 28, 2018

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Resume:

LAUREN MATHESON

269-***-**** ac6t4v@r.postjobfree.com

**** *. ******** ***., ***. 703, Chicago, IL 60660 Summary

Remarkably knowledgeable, creative, and passionate administrative professional with excellent background in enhancing existing and developing new business opportunities; supervising and leading a team of staff; as well as performing and managing the day-to-day operations of a hospitality/office environment to ensure positive guest experience.

Experience

SPA CONCIERGE & RETAIL SPECIALIST

Chuan Spa at The Langham – Chicago, Illinois – November 2014 – Present

• Duties include greeting all guests that come to the Spa or Health Club; assisting them with requests or questions concerning the entire spa environment; accommodating guests with scheduling spa reservations; managing multiple phone lines, email addresses, and calendars; coordinating guest arrival and departure; generating revenue by upselling services; recommending and selling retail; and ensuring customer service meets or exceeds The Langham’s and Forbes Five Star standards.

• Assist Executive team by training new hires, creating new Standard Operating Procedures for colleagues, providing daily revenue reports, conducting potential member tours, and resolving guest issues as required.

• Assist with researching, recommending, and purchasing retail items for the spa boutique, monthly inventory management, designing product retail displays, and serving as liaison with retail suppliers for product procurement and staff education.

• Secured over $1.6 million in treatment revenue, often meeting or exceeding personal goals as well as leading team in overall treatment and retail goals.

• Knowledge of Concept Spa Software, Opera Reservation Software, Windows and Mac OS, Microsoft Office Suite, as well as multiple skin care lines.

SPA + SUITES MANAGER & LICENSED ESTHETICIAN

Bella Vita Spa + Suites – Saugatuck, Michigan – May 2011 – November 2014

● Management duties include overseeing the spa and assisting guests on a daily basis, scheduling spa appointments, coordinating groups, making accommodation reservations, maintaining the business website and social media pages, preparing marketing and promotions, placing retail and back bar product orders, inventory management, educating staff on new services and products, serving as liaison to product reps, employee conflict resolution and evaluations, interviewing and training new employees, as well as continually working to improve all aspects of the spa environment.

● Technical duties include performing Aveda facials, body treatments, hair removal, makeup applications, and retailing Aveda products.

● Additional training in Harms Millennium SpaSalon Software, SuperINN room reservation software, advanced Aveda Business College classes, and “Customer Experience Cycle”TM Workshops with John DiJulius/The DiJulius Group. OFFICE ASSISTANT & PROJECTS COORDINATOR

Northern Michigan University – Career Services – Marquette, Michigan – January 2007 – August 2010

● Progressive office responsibilities included assisting students with finding part time employment, scheduling appointments, training new employees, maintaining and improving the office web site, managing multiple phone lines, processing mail and faxes, preparing documents, photocopying, handling files and records, promotional projects, served as contact for any media related needs, and other miscellaneous tasks as required. Education

ESTHIOLOGY DIPLOMA

Douglas J Aveda Institute – East Lansing, Michigan – May 2011

• Completed school with 96% grade average. Graduated with honors.

• Training in custom facials, hair removal, body treatments, Vichy showers, makeup application, as well as knowledge of Aveda products, and signature service procedures (600 hour program). BACHELOR OF SCIENCE IN MEDIA PRODUCTION & NEW TECHNOLOGY Northern Michigan University– Marquette, Michigan – August 2010

• Cumulative GPA of 3.47 on 4.0 scale. Graduated with Cum Laude Honors.

• Awarded NMU Scholars Award and The Michigan Competitive Scholarship.

• Minor: Psychology

Achievements

• Currently hold an active Esthetician’s License in the State of Illinois (#131010289) and the State of Michigan

(#270-***-****).

• “Langham Legends” Colleague of the Month July 2017.

• “Langham Legends” Colleague of the Month Nominee January/February 2015.

• Aveda Mentor – Aveda Corp., 2012-2014.

• Sister Development Chairman, Public Relations Chairman, Chapter Website Chairman, Chapter Excellence Chairman – Elected, Phi Sigma Sigma, 2008 – 2010.

• Most Outstanding New Member Award, Unsung Hero Award, and Alumni of the Year Award – Elected, Phi Sigma Sigma.

• Illinois BASSETT/TIPS Alcohol Certification.

References

MRS. KARA COX

Senior Secretary – Northern Michigan University – Career Services 906-***-****

MS. JENNIFER MUIR

Spa Sales – Groups & Events Assistant Manager – Chuan Spa at The Langham, Chicago 708-***-****

MRS. LINDSAY LORENCE-TRINGALI

Owner – Bella Vita Spa + Suites

616-***-****



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