Summary
Overview
Work History
Education
Skills
Timeline
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Josephine Reyes

Surprise

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

10
10
years of professional experience

Work History

Sales and Service Leader

Sephora
10.2024 - Current
  • Assist store manager in overseeing daily operations, including inventory management, staff scheduling, and customer service
  • Train and supervise a team of 35+ employees, ensuring adherence to company policies and providing ongoing coaching for professional development
  • Collaborate with the store manager to develop and implement effective sales strategies that resulted in revenue growth
  • Manage customer complaints and resolved issues promptly, maintaining a high level of personalized recommendations
  • Contribute to the recruitment process by screening resumes, conducting interviews, and making hiring recommendations based on candidate qualifications

Sales Engineer

IM Academy
09.2019 - 01.2023
  • Collaborated with sales teams to identify client needs and propose tailored technical solutions.
  • Delivered compelling product demonstrations and presentations to both technical and non-technical stakeholders.
  • Designed and configured custom solutions to meet specific client requirements, ensuring technical feasibility and business value.
  • Acted as a technical advisor throughout the sales cycle, including discovery, proposal, proof-of-concept, and post-sale handoff.
  • Developed and maintained deep knowledge of product features, integrations, and competitive positioning.
  • Translated complex technical concepts into clear, customer friendly language.
  • Led technical workshops, product development.
  • Ensured smooth customer onboarding and handoff to implementation or customer success teams.

Assistant General Manager

LA Fitness
04.2021 - 06.2022
  • Improved customer satisfaction and engagement by 15%, accelerated customer response time by 17%, and boosted overall customer satisfaction rating by 7%.
  • Developed and implemented processes that improved the accuracy and efficiency of customer service operations, resulting in a 5% increase in customer retention rate.
  • Delivered successful customer service and resolution through the implementation of an in-house customer service team, monitoring performance metrics and providing feedback on customer interactions.
  • Utilized customer survey results to develop initiatives to build customer loyalty and enhance customer experience.

Associate Manager of People and Operations

Ulta Beauty
03.2017 - 03.2020
  • Train, coach, and develop associates using company programs, tools, and resources. Create an environment that inspires and encourages the growth and engagement of associates. Establish professional brand partner relationships that foster a shared interest in collaboratively delivering on sales and service goals
  • Build a team that embodies the brand by delivering exceptional service and driving guest loyalty.
  • Plan and execute in-store events that deliver an exceptional guest experience while delivering on sales and payroll goals.
  • Promote a culture of service excellence amongst the leadership team by sharing best practices, establishing priorities, and providing support.

Store Manager

SwimSpot
11.2015 - 02.2017
  • Implemented store-wide cost-saving initiatives resulting in a 10% reduction in operational costs; closely monitored store performance indicators and achieved a 5% increase in sales revenue.
  • Developed strategies, monitored performance, and provided feedback to in-store staff; created performance targets and ensured store complies with safety regulations.
  • Implemented staff training and customer service standards; engaged and motivated team members to exceed expectations and generate customer loyalty.
  • Streamlined processes, monitored product performance, and maintained store's aesthetics ensuring inventory accuracy and store presentation.

Education

High School Diploma -

Benson Polytechnic High School
Portland, OR
06-2012

Skills

  • Sales
  • Leadership
  • Management
  • Recruiting
  • Sales presentations
  • Client acquisition
  • Training and mentoring
  • Effective Communication
  • Marketing
  • Business development
  • Risk Management
  • Interviewing
  • Team management
  • Training & development

Timeline

Sales and Service Leader

Sephora
10.2024 - Current

Assistant General Manager

LA Fitness
04.2021 - 06.2022

Sales Engineer

IM Academy
09.2019 - 01.2023

Associate Manager of People and Operations

Ulta Beauty
03.2017 - 03.2020

Store Manager

SwimSpot
11.2015 - 02.2017

High School Diploma -

Benson Polytechnic High School

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Josephine Reyes