Venice Lacy

Experience

• 

  Macy's

  Jan 1997 - Jan 2001

  Business Manager of Counter Operations, Clinique

  Responsibilities included reaching sales goals, controlling stock levels and inventory and managing vendor relationships. Hired, managed and trained over 40 employees. Planned, prepared, and executed “Gift with Purchase” and other promotional events. Successfully managed three cosmetic counters to surpass sales goal for three years, achieving the number one position. Spearheaded bi-annual inventory for three cosmetic counters

• 

  The Ritz-Carlton Hotel Company, L.L.C.

  Jan 2001 - Jan 2008

  Responsible for creating the total club experience, duties included overseeing the condition of the entire property, resolving guest complaints and serving as the manager on duty. Processed payroll, accounts receivables and payables. Evaluated and executed performance appraisals for guest relations and club lounge staff. Served as manager on duty. Managed and fulfilled pre-arrival guest requests, resolved issues and processed room inspections for all VIPs arriving guests.Reduced cost of guest amenities, conceptualizing new products based on existing vendor relationships.Redesigned check in experience for club guests in order, creating opportunity to connect before guest entered room. Worked with culinary team overhauling club menu items, reducing overages by implementing new food forecasting process.Launched pre-arrival program for transient guests, increasing revenue for hotel and personalized guest arrivals. Show less Duties included managing and fulfilling guest requests, staffing and room inspections for VIPs. Responsibilities included processing payroll, accounts receivables and payable for the guest relations department. Met with vendors to create robust in-room amenity menu for all occasions. Created all standard operating procedures to run entire guest relations department. Worked with vendors to design unique non-food amenities. Managed $100K budget and 2 coordinators focused on delivering 5-star customer service.Selected as 1 of 20 guest relations managers to test, launch and implement Mystique, CRM system created exclusively to Ritz-Carlton, tracking and identifying guest history, delivering 5-Star service company-wide.Developed curriculum and conducted Mystique training classes, preparing Northeast and Southeast region Guest Relations Managers for successful roll out of new CRM system. Created process to personally welcome transient guests, VIP’s and repeat guests upon arrival by name, increasing sense of well-being metric by 15%. Substantially reduced cost of guest amenities by conceptualizing new products, based on existing vendor relationships. Made pre-arrival calls to transient weekend guests, offering in room amenities and learning more about guests to personalize visit. Show less

  • Club Operations Manager

    Jan 2007 - Jan 2008

  • Guest Relations Manager

    Jan 2001 - Jan 2007
• 

  Apple

  Jan 2008 - Jan 2010

  Concierge

  Provided great retail experience, greeting customers and VIP requests. Successfully organized product launches, special events and team building sessions. Managed genius bar activity welcomed customers with appointments and scheduled appointments when possible for walk-ups. Processed purchases and returns. Assisted customers on sales floor when needed and processed purchases and returns.Set up sessions and greeted customers upon arrival, creating positive experience.

• 

  Celebrity Cruises

  Jan 2010 - Jan 2012

  Corporate Manager, Guest Services

  Managed a $7M budget across 9 cruise ships, conducting performance reviews and attaining key performance indicators (KPIs) while cultivating the development of Guest Relations Managers. Implemented initiatives to enhance customer service satisfaction scores. Traveled worldwide at short notice to aid in delayed boarding scenarios, collaborating with the public relations department to draft informative letters for arriving guests regarding the delays.Acknowledged for consistently surpassing customer loyalty objectives and exceeding Key Performance Indicator goals. Collaborated with shipboard Guest Relations Managers to identify and address the top three guest concerns tailored to each ship, contributing to heightened guest satisfaction and exceptional performance outcomes.Recruited, trained, and strategically assigned Guest Relations Managers and Assistant Guest Relations Managers to specific ships based on their leadership skills, ensuring alignment with the ship's leadership team to foster the best possible onboard guest experience.Recruited, trained, and strategically assigned Guest Relations Managers and Assistant Guest Relations Managers to specific ships based on their leadership skills, ensuring alignment with the ship's leadership team to foster the best possible onboard guest experience. Show less

• 

  Tiffany & Co.

  Jan 2012 - Jan 2015

  Provided a tailored Tiffany Sales Experience to every customer, harnessing the power of the iconic blue brand. Supported pivotal business strategies, refined operational processes, and fostered efficiencies throughout the store. Assisted customers comprehensively, handling sales, online orders, suggesting gift ideas, facilitating engravings, overseeing jewelry repairs and cleanings. Ensured accurate record-keeping by maintaining and inputting pertinent data into the CRM system.Employed company directives to establish a strong client base and achieve sales targets effectivelyMaintained and verified accurate floor inventories. Collaborated with store leadership to identify high-demand items, facilitating requests for increased quantities to capitalize on popular pieces and drive more sales.Supported case line merchandising, contributed to window displays, and upheld selling floor standards for handbags and sunglasses in alignment with directives from the visual manager. Show less Oversaw store inventory and ensured merchandise availability for sales professionals. Provided vital support for back-of-house operations, aiding key business initiatives. Collaborated with front-end staff and management to enhance merchandise request procedures and streamline operations, fostering overall store efficiency.Advised customers on jewelry repair costs and facilitated engagement ring sizing. Conducted in-house jewelry cleanings promptly and efficiently. Managed the processing of charges for jewelry services.Handled switchboard operations, managed the manual processing of nightly bank deposits scheduled for pickup by Dunbar, and conducted research to address customer concerns regarding orders and requests.Oversaw and upheld general office tasks, ensuring their smooth operation. Managed the monthly procurement of business supplies from three external vendors, maintaining optimal stock levels. Show less

  • Sales Professional

    Jan 2014 - Jan 2015

  • Operations Assistant

    Jan 2012 - Jan 2014
• 

  Florida College of Natural Health

  Mar 2013 - Aug 2013

  Graduate- Facial Specialist

  Graduated with honors, achieved perfect attendance40 hours of hands on public clinic experience including sales for Elemis product line.Full knowledge of basic European facial protocols, back facials, make-up artistry, electricity, masks, product chemistry, hair removal and infection control.

• 

  Snap Inc.

  Jan 2015 - Jan 2016

  Talent Concierge

  Established an executive concierge-style framework to enhance the employee experience significantly. Cultivated trust by actively listening, identifying individual needs, and orchestrating tailored solutions to meet unique requirements, thereby fostering individual employee satisfaction.Optimized and customized the relocation process for new employees, prioritizing a swift and efficient transition into their new roles, ensuring a seamless settling-in experience.Developed a comprehensive onboarding procedure encompassing pre-arrival communication and a warm welcome protocol for seasonal interns, ensuring a seamless and professional introduction to their roles. Led the Snapwish program, offering support to employees experiencing personal challenges impacting job performance. This involved facilitating arrangements such as flights and transportation to enable employees to visit ailing family members, aiming to alleviate personal stress and maintain productivity. Show less

• 

  Lululemon

  Oct 2016 - Jan 2017

  Seasonal Educator

  Our primary aim is for guests to depart our stores having gained knowledge rather than just making a purchase. Through education, we empower them to make informed decisions based on the information we provide. Authentic conversations play a pivotal role in delivering the ultimate guest experience, as we share genuine experiences with lululemon products to enrich our guests' understanding.Deliver a world-class "education" and guest experience by authentically sharing insights on product use through personal experiences. Engage guests in discussions about product, culture, and community to ensure an enriching experience during their visit.Handle incoming stock from the warehouse by unpacking, counting, tagging as needed, folding, sizing, and arranging items on the sales floor. Manage overflow stock in designated backroom and storage areas for efficient inventory organization.Responds to phone inquiries as necessary. Coordinates mail or delivery services to other locations or the warehouse as needed. Proficiently operates the Point-of-Sale cash system, handling payments, processing refunds and exchanges, and issuing gift cards. Show less

• 

  Nordstrom

  Nov 2017 - Dec 2019

  The Personal Stylist flourishes in individual customer interactions and excels in a commission-based sales setting. They possess a genuine passion for our clientele, our merchandise, and the craft itself. Their aim is to cultivate a welcoming and delightful Nordstrom service experience for clients throughout styling appointments.Craft digital style boards aimed at boosting sales on the Nordstrom consumer website. Proficiently execute requested looks for customers via the Nordstrom app, providing on-demand styling services.Dedicatedly pursues updated fashion trends and product insights to serve as a knowledgeable expert for customers. Exhibits confidence in selling across all price ranges in every department.Established a personal client base by fostering enduring relationships. Cultivated rapport by proactively reaching out to follow up on purchases, recommend new products, and extend invitations to upcoming events. Show less At Nordstrom, our team of attentive salespeople is dedicated to crafting memorable and fulfilling shopping experiences for our customers. Motivated and passionate, we thrive on personalized interactions with our clientele, take pride in the products we offer, and find joy in the work we do.Strive to establish and surpass individual sales targets while collaborating as a team player to guarantee every customer receives exceptional service.Execute daily departmental upkeep tasks such as stock management, re-merchandising, display arrangement, pricing adjustments, merchandise transfers, and minor cleaning. Greet customers promptly with professionalism and enthusiasm, offering sincere and confident advice on merchandise style and fit.Established enduring connections with customers by proactively reaching out to follow up on their purchases, recommending new merchandise, and extending invitations to upcoming events. Show less

  • Local Market Stylist

    Jun 2018 - Dec 2019

  • Salesperson

    Nov 2017 - Dec 2019
• 

  UCLA Extension

  Dec 2019 - Jul 2022

  Assistant to the Registrar & Student Concierge

  The Student Concierge assumes a pivotal role as the initial point of contact for students and visitors at the 2nd floor lobby of the Gayley Center. Setting the stage for a positive service encounter, they warmly welcome visitors, aid in check-in at the service kiosks, and ensure prompt assistance from Student Services staff.Displays expertise, dedication, and adherence to UCLA Extension's academic, administrative policies, and program offerings, enabling the handling of Tier 1 & Tier 2 inquiries with proficiency and comprehensive knowledge.Received comprehensive training across Enrollment Services, Records Department, and International Students Office, ensuring versatile and holistic student support capabilities.Creates intent-to-enroll and enrollment verification letters promptly upon request to assist current and incoming students as required.Tracks and handles requests for complimentary enrollments for UCLA Extension employees and students promptly and efficiently.Monitor the Zendesk email dashboard for the Records, Comps, and Enrollment center. Willing to step in and address live chats, phone calls, and voicemails during peak call volumes to ensure timely responses and support.Proficient in handling conflicts or issues with a composed, respectful, and professional demeanor, consistently navigating situations with poise. Frequently adept at determining appropriate courses of action beyond regular office guidelines. Offered comprehensive executive support to the Department Director and Registrar, involving meeting scheduling, overseeing the director's business calendar on a daily basis, as well as managing projects and implementing process mapping. Managed operational tasks delegated by the Department Director, ensuring prompt follow-up and comprehensive communication. Provided support for special projects and conducted investigations to preempt demands on the Director's time. Show less

• 

  Apple

  Oct 2021 - now

  Leads are crucial in bolstering the Store Leadership Team, serving as strategic contributors to shaping impactful experiences for both customers and employees. They embrace a holistic store perspective, serving as catalysts for team motivation and operational efficiency. Leads proactively engage with team members, ensuring they are equipped with the necessary support, tools, resources, and strategies to orchestrate exceptional customer interactions.Collaborate with the Shopping Experience Manager to devise effective strategies aimed at enhancing customer accessibility, minimizing wait times, and fulfilling customer demands.Analyze daily store reports and customer feedback, presenting insights to the leadership team for adjustments, acknowledging achievements, and identifying areas for enhancement along the customer journey across the sales floor.Serve as an early adopter and catalyst for introducing new products, services, and company initiatives both in-store and online, driving the evolution of the Apple ecosystem.Manage the store's operational requirements, encompassing opening and closing protocols, cash handling, overrides, adherence to visual standards, prompt resolution of urgent maintenance issues, and collaboration with Loss Prevention for a secure environment. Show less Specialists are highly skilled at uncovering customers’ needs, then follow through with meaningful solutions. Not only are you the first-person customers meet when they enter the store, but you are the person who guides them. You’re proud to represent Apple and get great satisfaction from helping customers develop lifelong relationships with Apple. Demonstrates passion about Apple and eager to share that passion with others. Willingness to learn and embrace the guidelines behind Apple's unique style of service. Using strong people skills to advise, sell, and help customers set up customers new products. Always curious, Specialists stay on top of news about products and initiatives, ready to apply learnings in customer interactions. Show less

  • Lead, Product Zone

    Jul 2022 - now

  • Specialist

    Oct 2021 - Jul 2022