Phone: (614)679-2460 * e-mail: kca55dd6@westpost.net SUMMARY OF QUALIFICATIONS: A seasoned management professional with more than 19 years experience in the bea uty and retail industries managing both established and start-up organizations w ith annual budgets in excess of $20 million. Strongly self-motivated, energetic and both people and profit-oriented. Experienced in developing long-term custome r relations. Proven ability to cultivate creative excellence. Distinguished comm unication, presentation and interpersonal skills. PROFESSIONAL EXPERIENCE: J.Bentley Studio and Spa Chief Operations Officer 2006 to August 2010 Responsible for all financial, operations, marketing, and staff management aspec ts of the salon and spa. Plans and organizes corporate communications and events and manages vendor partnerships, community relations, and all fiscal commitment s of the organization. Directs the staff education and performance improvements program for more than 65 employees. * Created and Achieved Company Philosophy of a people-first environment supporte d by open-door culture, strong employee and customer relations, brand integratio n and sound business practice * Managed Fiscal Operations: created and implemented data-driven daily, weekly, monthly, quarterly and annual projections (e.g., identified weakest service by d epartment and built plan of action to enhance service performance, ensured conti nuance of strongest services' increasing trend line); created formulas for Budge t Plan using historical data to predict future revenue, cost of goods, payroll a nd expenses; projected cash flow and calculated profit and loss statements for s trategic planning. * Developed and managed company wide Policies and Procedures: created employee h andbook (e.g., paid time off, benefits, dress code, etc.), client release forms, medical history forms, Occupational Safety and Health Administration and State Board of Cosmetology policy adherence. * Recruited and developed company staff (i.e. concierge, management, hair, spa): developed recruitment plans (e.g., job fairs, advertisements, school presentati ons), conducted interviews, drafted job descriptions and performance behaviorals , conducted performance reviews and established continuous improvement plans. * Established Training Curriculum (e.g., continued education units and professio nal development): evaluated industry techniques and selected baseline methods fo r application across salon and spa; developed handbook for each discipline; meas ured performance with written and technical assessments; created criteria for pr omotional opportunities upon completion of modules. * Directed inventory controls: ensured adherence to Budget Plan through routine reporting; approved purchases; monitored stock levels and usage (i.e. facilities management, office supplies, retail and professional products); maintained over all organization of the inventory flow through regulating weekly professional us age and retail sales. * Built and fostered Vendor Relationships: identified brands through analysis of business practices, product results and consumer awareness; negotiated contract s, terms, buy backs and cost of goods; coordinated onsite education and strategi zed ongoing sales performance support from each of the 30 plus vendors. * Originated and coordinated Marketing Strategies and Brand Awareness: enhanced company visibility through multi-media venues including radio, television and pr int advertisement; developed vendor partnerships by establishing trading opportu nities; created client incentives to build email database; reviewed and approved graphic design and editorial for all advertisements; created and maintained int egrity of the brand. * Administered Retail Sales Strategies: empowered employees to educate clients o n needs and benefits of professional products; executed monthly and quarterly pr omotions with the goal of client awareness and providing staff talking points; e stablished individual goals and supported each employee through one-on-one mento ring and training. * Initiated Merchandising Strategies: developed six month planagrams (e.g., seas onal focus, featured product) to support retail sales strategies; ensured overal l adherence to the campaign; directed maintenance of displays; monitored visual appeal; highlighted product launches through increased visual awareness both ons ite and through marketing efforts. * Produced menu of services: benchmarked with national and global organizations; brainstormed service options; gathered employee input; created design layout; g ather bids from production companies and managed printing process. * Oversaw and authorized architectural and interior design plans: worked with ci ty planners, contractors and vendors in designing and building physical facility . * Expanded company presence in additional industries: collaborated with medical professionals to offer MediSpa services (i.e. Botox, Dysport, Restylane, Juveder m and permanent makeup) and medical-grade products (i.e. Latisse, Vivite). Kendra Cook 10065 Juliana Circle * Powell, Ohio 43065 Phone: (614)679-2460 * e-mail: kca55dd6@westpost.net CHARLES PENZONE Grand Salon Salon and Spa Operation Director / Spa Operation Director / Salon Manager 1997 t o 2006 Managed, empowered, and developed staff of over 300 employees in all aspects to include: internal and external customer relations, professional growth, and the identification and evaluation of goals and objectives. Responsible for developin g, administrating and monitoring multi-million dollar budgets (e.g., audit finan cial accounts: cash flow, accounts receivable and accounts payable). Monitored a nd mentored the professional development of all employees by establishing and ad ministering continuous training and development opportunities. * Achieved business goals to increase efficiency and effectiveness of Salon and SPA operations: developed step by step procedural manual for the spa services; d eveloped weekly walk through schedule ensuring compliance with all specification s of OSHA and State Board Requirements, devised retail sales program, increasing retail commissions and decreasing service commissions, to entice and motivate h igh level retail performance. * Increased client retention by improving employee capabilities through: adminis tering quarterly performance reviews identifying staff strengths and areas of op portunity; routinely auditing employee schedules to ensure efficient productivit y for the operations of the salon and spa; and continually coaching staff in ord er to achieve steady improvement in processes and procedures. * Succeeded in facilitating the opening of three of the largest and most promine nt salon and spas in the world, all of which average 18,000 square feet and gros s an average of 10 million dollars in revenue. * Cultivated external business partners by building extensive vendor corresponde nts, coordinating/scheduling vendor credits for profitable education, and servin g as consultant for other salons. * Developed a variety of valuable brand-awareness programs to include: innovativ e marketing strategies to expand the spa area with new spa services; Corporate S ales program which established partnerships with area businesses; and incentive program for employees who volunteer in special events. Coordinated philanthropic events such as Adventure for Wish Kids, Mother and Daughter day, Breast Cancer race for the cure and Look Good Feel Better program. * Scheduled and tracked all continuing education hours (CEU): for the hair profe ssionals, estheticians, make-up artist, massage therapist, and nail and pedicure technicians. * Developed successful business and community relations utilizing customer servi ce and interpersonal skills to communicate frequently with new and existing clie nts building goodwill and generating repeat/referral sales. * Decreased costs through efficiency in payroll, reduction in shrink, and improv ed theft prevention by working jointly with department leaders to monitor schedu ling, product usage and scheduled/unscheduled salon walk-throughs. Maintain inve ntory, logistics, purchasing and sales procedure of products and supplies. * Built and fostered proactive work environment conducive to the highest levels of employee participation. District Manager /District Supervisor / Store Manager; 1986 to 1996 MERRY-GO-ROUND, INC.; Columbus, Ohio Responsible for supervising daily activities of 12 facilities with 175 employees in an 8 million dollar district through partnership with Store Managers in oper ational and business development functions. Scope of accountability included rec ruiting and developing managers and sales associates, monitoring budgets, contro lling expenses, and evaluating performance of district (i.e., visual merchandisi ng of stores, shrink reduction, profit and loss). * Achieved multiple store turn-a-rounds by demonstrating expertise and dramatica lly reducing cost expenditures while increasing productivity using a proactive h ands-on style with intensive leadership and selling skills. * Led the company as the number one store out of 1100 nation-wide for five conse cutive years through demonstrating award-winning selling abilities and exception al customer service and establishing a positive work environment. * Improved employee morale and district overall performance through motivating, training and mentoring individual success. Implemented regional training develop ment seminars that consisted of motivation, customer service, and selling. * Drove sales increases through tracking and critiquing daily sales performance results with store managers. Communicated performance and goal progress to execu tive leadership weekly. * Accomplished increased revenue through creation of advantageous merchandise di splays including product launches of newly arrived merchandise and remerchandisi ng existing displays. * Increased internal and external customer satisfaction, as well as cashier perf ormance, cross-selling of higher-priced items, and ensuring correct pricing by e stablishing a positive, proactive example for employees to follow in customer se rvice activities. Visual Merchandiser; 1984 to 1986 FASHION BUG INC., Chillicothe, Ohio PROFESSIONAL DEVELOPMENT: Computer Skills: Proficient in Microsoft Office, Oracle, Mozilla Firefox, and In ternet Explorer. Certifications: Endermology, Mircroderma-brasion, Jan Marini, Skin Care Technolo gy Education/Professional Seminars: * Tarrant County Junior College, Fort Worth, Texas; Business Management Coursewo rk * 10-year Strategic Planning Workshop * Performance Branding Services - "Customer Satisfaction" * International Chain Salon University - "Extreme Customer Service"