HELENE COLL
Pittsburgh
Summary
Guest experience professional with high standard for delivering exceptional service. Skilled in team collaboration, conflict resolution, and adapting to changing needs. Known for strong interpersonal skills, reliability, and focus on achieving results. Adept at training staff, managing guest relations, and enhancing overall guest satisfaction.
Overview
14
14
years of professional experience
Work History
Guest Experience Manager
Face Forward Aesthetics
Pittsburgh, PA
02.2024 - Current
- Enhanced guest satisfaction through personalized service and proactive problem resolution.
- Developed and implemented training programs to elevate staff performance and service quality.
- Analyzed guest feedback to identify trends, informing service improvements and operational adjustments.
- Collaborated with cross-functional teams to streamline processes and enhance overall guest experience.
- Managed scheduling and resource allocation to optimize staff efficiency during peak times.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Cultivated strong customer relationships to enhance client retention and satisfaction.
Patient Service Representative
UPMC
Pittsburgh, PA
06.2023 - 02.2024
- Managed patient inquiries and concerns, ensuring timely resolution and high satisfaction levels.
- Coordinated appointment scheduling, optimizing patient flow and resource allocation.
- Quickly triaged incoming calls and escalate when necessary
- Facilitated communication between patients and healthcare providers to enhance care coordination.
- Provided administrative support to doctors and care team
Social Media Marketing/ Desk Coordinator
Sugar Spa and Beauty Bar
Pittsburgh, PA
09.2019 - 06.2023
- Drive spa revenue with strategic posting/promotions
- Surpassed first year expectations by garnering over 1000 new potential clients and continual engagement over 80%
- Implement marketing strategies grow the business
- Create original content for Facebook, Instagram and TikTok
- Partner with local vendors/influencers to promote brand
- Provide administrative support to ensure efficient operation of spa
- Answering phone calls / respond to emails , schedule appointments and support all clients
- Completes operational requirements by scheduling and assigning team clients, expediting work results.
- Supports team by performing tasks related to organization and strong communication.
- Maintains supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies.
Lead Sales Stylist
Francesca's Boutique
Pittsburgh, PA
01.2016 - 01.2019
- Determined strategic marketing opportunity for each client to drive maximum revenue
- Gained experience managing a team
- Built and managed visual operations to attract clients to new product
- Collaborated with client to provide detailed personal styling
- Listened to complaints, and resolved 80% of issues without involving management
- Contributed to reports on product loss/ gain
- Prepped store to maintain high expectations
Brand Representative
Justice Tween Brands
Pittsburgh, PA
01.2013 - 01.2016
- Collaborated with client to provide detailed personal styling
- Determined strategic marketing opportunity for individual clients to ensure maximum business
- Prepped store to maintain high expectations
Education
Associate of Science - Marketing Minor
Indiana University of Pennsylvania
Indiana, PA01-2020
Skills
- Strong Work Ethic
- Good Time Management
- Exceptional communication
- Patient
- Sales and upselling
- Brand representation
- Guest relations expertise
- Adaptable
- Strong Verbal and Social skills
- Excellent Understanding of the importance of customer service
- Self -motivated
- Client relationship management
Timeline
Guest Experience Manager
Face Forward Aesthetics
02.2024 - Current
Patient Service Representative
UPMC
06.2023 - 02.2024
Social Media Marketing/ Desk Coordinator
Sugar Spa and Beauty Bar
09.2019 - 06.2023
Lead Sales Stylist
Francesca's Boutique
01.2016 - 01.2019
Brand Representative
Justice Tween Brands
01.2013 - 01.2016
Associate of Science - Marketing Minor
Indiana University of Pennsylvania
PROFESSIONAL DEVELOPMENT
- "Using Tiktok + Instagram reels for Beauty" IECSC Palm Beach Florida 2021
- "Conversion: Follower to Clients" IECSC Palm Beach Florida 2021