Jessica Bourgeois

2015– present

Studio Manager, Exotix Studios

• Studio Manager of a high-volume boutique with a focus on luxury jewelry brands
• Analyzing data for store performance, retail opportunities and optimizing staffing
• Reduced shrink by monitoring cash management and inventory control
• Ensuring compliance with all Health and Safety regulations 
• Aim to provide optimal customer service at all stages, by listening intently to what clients need and want, and being receptive to their feedback
• Was named #1 studio by BlogTo in second year of employment
• Successfully grew clientele by utilizing social media platforms, digital marketing, client referrals and online reviews  
• Booking and managing appointments, cancellations, collecting deposits, merging accounts and issuing refunds when necessary 
• Attended jewelry making classes to expand knowledge of industry
• Educator for the Association of Professional Piercers. Held online seminars to teach health and safety, professional technique, and troubleshooting 
• Designed PowerPoint presentations, and workbooks to accompany seminars
• Mentored individuals with plans to open small businesses with licensing, suppliers, and renovations to comply with industry standards.

2010 – 2015

Lead Server and Bartender, Lula lounge

• Provided food and beverage service in a fast paced, live music venue 
• Continually monitored restaurant and took appropriate action to ensure food quality and service standards are consistently met 
• Sold dinner packages, booked reservations, and planned seating
• Assisted in executing private parties, community events and fundraisers 
• Worked with musicians and artists to create marketing plans: digital, print and email newsletters
• Trained new employees for various roles: hostess, food runner, serving, and bartending
• Maintained Food and Beverage handling certificates while employed  
• Cross checked end of day POS, liquor inventory, logged employee hours, and issued invoices

2008 – 2010

Store manager, Le Chateau 

• Managed daily operations and scheduling of a team that consisted of 2 assistant managers and 15+ sales staff 
• Oversaw the hiring for full and part-time staff, conducted interviews and lead new hire orientations
• Cross checked inventory, ordered product to replenish store and artfully integrated merchandising standards during new product launches 
• Communicated with corporate to review KPI targets and coached team to help set short and long-term goals.  
• Took initiative to focus on menswear and increased sales by an average of 20%
• Rewarded staff every quarter with an exciting team building or recreational event 

2006 – 2008

Customer Service Representative, Sitel 

• High volume call center assisting new and existing customers will cellular plans and hardware
• Built rapport with customers for individual, family and corporate accounts 
• Explaining contracts, promotions, upgrades and plan features
• Assisted customers with technical support through phone, chat and email
• Anticipating customer needs, designing cellular plans and offering additional bundles for times of higher usage and travel
• Upselling and closing sales, billing and shipping cellular phones