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Chesapeake, Va. EMAIL AVAILABLE PHONE NUMBER AVAILABLEWORK EXPERIENCECrescent Bank and Trust Financial Services Chesapeake, Va. Customer Relations & Collections Manager Nov 2009-Feb 2020. Collaborated cross-functionally with Senior Management, Bankruptcy, Repossession and Insurance, to streamline onboarding, training and collection processes, resulting in improved performance KPIs, and enhanced job knowledge amongst team members. Mentored, coached and personalized developmental plans to team members to enhance skill set and foster a cohesive and high performing team during each stage of delinquency Streamlined projects both independently and with a team, implementing strategies to increase revenue, which resulted in reaching or exceeding company goals. Balance Beauty Wellness & Spiritual Spa  Spa Services Virginia Beach, Va. Operations Manager March 2020-Present Orchestrated seamless daily operations, scheduling, and inventory management, resulting in optimal customer experiences with over 200 five-star reviews. Directed and motivated team by implementing open communication channels resulting in increases staff morale and consistent service excellence. Implemented innovative marketing strategies to attract new clients, retain existing clients, resulting in steady growth of clientele and revenue.Hand & Stone Massage and Facial Spa  Spa Services Virginia Beach, Va. Massage Therapist & Lead Esthetician (Part-Time) Dec 2021-Present Supported a team of estheticians by providing guidance, mentorship, and ongoing training resulting in a cohesive and skilled team that consistently met or exceeded performance target. Collaborated with spa management to review KPIs and develop new treatment offerings, marketing strategies, and promotional campaigns contributing to the growth of the spa. Accessed and address client concerns and issues with professionalism, finding appropriate solutions to turning potentially negative experiences into positive outcomes. SKILLS & INTERESTComputer: Microsoft Office (Excel, Powerpoint), Word, Adobe, CRMs Skills: Process Improvement, Client Relationship Building, Account Management, Customer Service, Metrics & Reporting, Strategic Planning and Execution Interest: Personal Development, Wellness, Beauty, Reading, Traveling, Arts & Crafts EDUCATIONChrysm Institute  Licensed Master Esthetician Fortis College  Licensed Massage Therapist