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Shana Shumate

4950 Cumnor Road

Downers Grove, Illinois 60515
Summary of Qualifications
Results-oriented Spa Management Professional with experience successfully direct
ing operations in diverse spa facilities.
* Manages large teams, setting goals for individuals, evaluating their performan
ce, and handling scheduling and discipline.
* Drives up profits by implementing new community marketing campaigns and networ
king with key business professionals.
* Spearheads procedural improvements and develops materials to aid employees in
their duties.
* Provides excellent guest experience and resolves any customer issues using str
ong listening and communication skills.
* Familiarity with several spa product lines Naturopathica, Jurlique, Spa Techno
logies, Bare Minerals, Aveda, Dermalogica, Dr Murad, Skinceuticals.
Core Competencies
Supervision /Training * Performance Management * Marketing Events * Budget Ad
ministration * Customer Service
Professional Experience
Emphasizes wellness, skin care, and rejuvenation through natural healing product
s in 20 day spa facilities across seven states.
Spa Director - Cumming, Georgia Location 2009-2010
*Supervised daily spa operations of 15 staff members, training them on how to ma
rket new products with methods such as spa demonstrations and incentive competit
ions; created new benefits library for staff.
*Evaluated team's performance regularly, setting goals for therapists such as in
creasing return client ratio or product sales.
*Coordinated hiring and scheduling, decreasing turnover rates by ensuring that c
andidates were reliable and team-oriented.
*Managed budget effectively by researching corporate database to determine best-
selling products; used information to stock inventory, helping company work towa
rd goal of lowering inventory levels as a whole while still meeting sales target
*Produced monthly sales plan to document objectives and marketing targets; track
ed weekly sales through financial summary; and examined budget on quarterly basi
*Liaised with area regional director and inventory director; obtained marketing
director's approval for all events; interfaced with company owner to submit char
itable donations; and worked with merchandising manager to set up sales floor an
d with operations team to resolve any customer service issues.
Revitalized slow-moving facility, transforming staff's defeated attitude by offe
ring competitions and incentives and providing mentoring and coaching; led spa t
o reach service and retail goals for first time in its existence.
Marketed spa to community, networking with local businesses via chamber of comme
rce meetings; holding between 10 and 15 events at spa; and working with neighbor
ing retailers to distribute fliers/brochures and offer free services.
Achieved companywide "most improved store" designation.
Assistant Spa Director - Snellville, Georgia Location 2008-2009
*Managed staff of 20 in busy facility with average of 40 customers daily; fulfil
led spa director function informally during director's leave of absence.
*Trained front desk team in customer service, procedures, and computer system.
*Spearheaded initiatives to streamline procedures, including new product knowled
ge book and front desk reference book to clarify and update company's standard o
perating procedures.
*Performed payroll and hiring and limited training of therapists in specific mod
CHATEAU ELAN SPA, Braselton, Georgia 2006-2008
Large resort facility featuring wide range of personalized spa services and incl
uding 14 overnight suites and spa restaurant.
Spa Manager 2007-2008
*Supervised spa services, efficiently managing scheduling to maximize revenue op
portunities using Springer Miller System Host and POS systems; met year's custom
er service targets.
*Maintained spa inventories and administered purchasing budgets; contributed to
development of new service menus and other client retention efforts and initiati
*Trained and disciplined guest relations staff of 15; handled escalated customer
service issues, listening to clients to find best solutions.
*Assisted in hiring process; provided immediate support to manager as needed.
Spa Guest Relations Associate 2006-2007
*Handled guest services, providing prompt and courteous service to clients throu
ghout their visits.
*Recommended and effectively booked spa services; processed gift certificate sal
*Assisted in billing spa appointments, ensuring revenue was accurately recorded.
METAMORPHECISE SPA, Pembroke Pines, Florida 2005-2006
*Provided skin care services and waxing/body treatments; recommended skin care r
egimens based on client's individual skin type and scheduled treatment series to
focus on specific target areas.
*Boosted revenue by promoting home care products and skin analysis service and g
ained valuable experience in spa services from therapists' perspective.
Licensure and Training
Licensed Esthetician, Florida State Board of Cosmetology Current
Dermalogica Skin Care Program, Paul Mitchell The School, Casselberry, Florida 20
Professional Makeup Artistry, Cara Cosmetics International, Winter Park, Florida
Additional Experience
DELOITTE & TOUCHE LLP, Cincinnati, Ohio 2002-2004
Performance Analyst
Service Trader II
B.S., Finance, The Ohio State University, Columbus, Ohio 1998
Volunteer Efforts
Performed facial treatments at House of Hope (troubled female teens), Orlando, F
Peer Mentor, Cincinnati Youth Collaborative