Rachel Rivera-Toth

Experience

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  Second Cup

  Nov 2019 - Apr 2022

  Shift Supervisor / Barista

  - Supervised a team of ten baristas, ensuring compliance with company standards in service and food quality.- Produced monthly reports for the franchise owner, consolidating sales data, client feedback, and team performance evaluations.- Initiated improvements in customer service procedures, implementing new store-level protocols for online ordering and pickup services.- Cultivated lasting client relationships, prioritizing a customer-centric management approach to elevate the overall customer experience.- Addressed client concerns meticulously, both in-person and through online platforms like Google Reviews.- Managed and optimized the entire customer journey, maintaining high standards in both customer-facing interactions and behind-the-counter operations.- Handled all monetary transactions, including refunds and delivery payments, and managed inventory ordering.- Enforced safety and sanitation protocols rigorously during each shift, ensuring a safe environment for staff and customers.- Demonstrated expertise in crafting specialty drinks while fostering a positive and secure atmosphere for all clientele. Show less

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  Humber College

  Sept 2020 - Apr 2021

  Esthetician / Social Media Intern- Humber Spa

  - Administered a wide array of specialized spa treatments and services, encompassing body treatments like mud wraps and lymphatic drainage, as well as body massages, waxing, manicures, pedicures, gel polish applications, facials, laser treatments, and chemical peels.- Facilitated retail sales of premium products from renowned brands such as Dermalogica and SkinCeuticals, aimed at enhancing treatment outcomes and driving revenue.- Crafted personalized skincare consultations, treatment plans, and at-home care regimens tailored to individual client needs, ensuring continued progress towards skincare goals even beyond spa/salon visits.- Curated engaging social media content to showcase spa treatments, services, and retail products, driving brand visibility and customer engagement.- Assisted in managing social media accounts by scheduling posts, responding to comments, and monitoring analytics to optimize content performance.- Collaborated with the marketing team to develop and implement social media campaigns aimed at promoting spa services, retail products, and special offers. Show less

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  SEPHORA

  Apr 2022 - now

  Beauty Advisor

  - Provided extensive product education to Sephora's clientele, ensuring thorough understanding of the diverse range of offerings.- Consistently followed the Get.Give.Teach.Sell. protocols to create positive and engaging client interactions.- Actively engaged in continuous learning and product training with brand representatives to maintain up-to-date product knowledge and insights.- Delivered exceptional customer service by promptly addressing inquiries, resolving concerns, and offering personalized recommendations, resulting in increased client satisfaction and loyalty.- Exceeded performance metrics by consistently achieving Tier 1 sales per hour and meeting store-wide goals, including Beauty Insider sign-ups and MCIQ/Digital Tools usage.- Played a pivotal role in driving sales during brand events, consistently surpassing sales targets.- Leveraged product knowledge and customer engagement strategies to consistently maximize sales and revenue opportunities for the store.- Represented Sephora at high-profile events, including the launches of Cay Skin by Winnie Harlow and Live Tinted, enhancing brand visibility and reputation. Show less