Bethlehem, PA 18020
Experienced, high energy Customer Service professional with a track record of consistently meeting and exceeding established goals and objectives related to management, administration, training, educating employees, and customer relations. Skilled in building long-term relationships with all levels of employees including management and executive level team.
Consistently achieves significant results related to promoting company growth, staff development, and increasing revenue on mass levels. Motivated, ambitious, with excellent interpersonal communication, management and presentation skills.
Lehigh Valley Health Network 2014-2018
Guest Service Representative
Responsible for ensuring patients and visitors consistently and deliberately receive a high level of customer service by providing a warm welcome and a fond farewell when they arrive on and depart from network hospital campuses.
Proactively greets, welcomes, and directs all guests in a professional, friendly and responsive manner.
Supports the network service priority by consistently exhibiting compassion and respect to all guests both in person and on the phone.
Fosters an intra-departmental team approach to ensure the smooth hand-over of guests to appropriate colleagues, up to and including escorting guests to their destination in the hospital.
Handles all transactions and inquires made by guests at the Welcome Desk and in the hospital main lobbies with the goal of decreasing patient and visitor anxiety in order to support patient satisfaction goals.
Lifetouch Portrait Studios Incorporated 2011-2014
Relocated to the DC Area but maintained a management position within Lifetouch after acquisition.
Responsible for daily studio operations including, conducting photo shoots, scheduling guest visits, customer service while exceeding guests visit expectation.
Successfully plan and execute special events and promotions.
Coach studio staff to meet or exceed sales growth, sitting, sales average, and labor goals.
Recruit, interview, and hire Team Members.
Responsible for generating and maintaining the weekly employee schedule to ensure that studio functions are performed in a manner that contributes to increased sales while meeting or exceeding profitability goals and Guest service and operational standards.
Merchandising and Inventory Management
Audit and report studio revenues, expenses, and profits.
Monitor and manage labor costs.
Monitor Team Member’s performance and complete performance appraisals and compensation adjustment requests in a timely manner.
Provide training for Team Members to ensure competency in photography standards, sales, Guest Service, and operations.
Proactively provide input to the District Manager on sitting, pricing, merchandising, and promotion strategies and timelines.
Olan Mills Inc./Lifetouch Portrait Studios Inc. 2001- 2011
District Manager: New Jersey and New York
Olan Mills bought out by Lifetouch in 2011
Insures sales volume growth by increasing customer base.
Travels to studios to conduct studio inspections ensuring compliance of operational procedures and company policies including safety and housekeeping guidelines.
Regularly audits studios and monitors banking procedures to ensure proper and timely remittance of funds collected.
Monitors assistant’s activities. Delegates responsibilities and workload. Coordinates with regional supervisors in ongoing training, development and supervision of assistants.
Ensures all company standards (production, cost control, quality, safety and customer service) are maintained.
Audrey Cohen College
Adlai E. Stevenson High School 1987
Additional Professional Skills:
Proficient in Microsoft Word, Outlook, PowerPoint, and Excel. Hands on experience working with office equipment. Typing 55-65 WPM. Bilingual (Spanish and English)