Summary
Overview
Work History
Education
Skills
Languages
Hobbies
Timeline
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Katie Nicholson

Katie Nicholson

Summary

Motivated and enthusiastic entrepreneur who is dedicated and personable with extensive experience in building customer relationships and providing the highest standard of customer service.

Overview

12
12
years of professional experience

Work History

Customer Experience Management Consultant

The Simple Folk
01.2022 - Current
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and assisting them with their shopping experience.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Analyzed sales trends and fashion to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Developed personalized solutions for customers, resulting in increased brand loyalty and repeat business.
  • Collaborated with marketing and creative teams to align product offerings, social media communications and marketing initiatives with customer needs and expectations.
  • Improved customer engagement with personalized communication strategies across multiple platforms such as Instagram, Facebook and email.
  • Monitored customer feedback on various platforms, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Assisted with creating a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides in order to serve as a valuable tool in helping employees quickly resolve customer queries.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Identified gaps in customer support process, proposing solutions that led to more consistent service quality.

Owner/Operator

The Wanderly
03.2017 - 06.2021
  • Co-founded and established a successful brand and shop based on belief in sustainable, high quality, minimalist apparel, unique handmade and natural products, community involvement and authentic positive customer engagement.
  • Managed day-to-day business operations.
  • Created meaningful sales and marketing initiatives to increase customer base, brand recognition and overall sales and revenue.
  • Responsible for all things related to customer service in order to build and nourish ongoing positive customer relations and maintain brand loyalty.
  • Created and maintained high standards of merchandising and store organization in order to create an inviting and comfortable space for our customers.
  • Procured brands and products for selling that accurately reflected brand principles.
  • Developed and maintained brand relations by attending industry events, hosting maker and brand events in store and collaborating with brands in unique festivals/pop ups etc.
  • Put together monthly and annual budgets based upon costs and forecasted sales in order to successfully operate the business.
  • Responsible for all book keeping, accounting, payroll and purchasing associated with business operations and financial needs.
  • Achieved yearly sales goals and increased revenue and profits through a combination of staying true to brand principles, strategic sales development and constant business analysis.

Director of Front of House Restaurant Operations

Milagro Cantinas & Torteria San Cosme
10.2012 - 04.2017
  • Oversaw front of house operations of four restaurants.
  • Led team of six managers in effective methods, operations and procedures.
  • Created and implemented policies and procedures to increase team loyalty, expand customer base, effectively reduce losses and increase profitability.
  • Developed extensive team training programs based on motivating and engaging staff to provide authentic customer service.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurants.
  • Promoted a positive atmosphere for staff and guests in restaurants and went above and beyond to guarantee each customer received exceptional food and service.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of all involved parties.
  • Carefully interviewed, selected, trained and supervised managing staff.
  • Controlled purchases and inventory.
  • Promoted business through participation in and sponsorship of community events.
  • Sought out and organized all restaurant events and off site catering, directly communicating with customers so their needs and requests were met to highest standards.

Education

Bachelor of Arts - Equality, Latin American And Indigenous Studies

University of Toronto
Toronto, Canada

Skills

  • Service-Oriented
  • Strong Work Ethic
  • Self Motivated
  • Detail Oriented
  • Adaptable and Flexible
  • Critical Thinking
  • Creativity and Originality
  • Relationship Building
  • Positive and Friendly
  • Multitasking and Prioritizing
  • Problem Anticipation and Resolution
  • Reporting and Business Analysis

Languages

Spanish
Advanced (C1)

Hobbies

  • Ceramics
  • Surfing
  • Fashion/ Upcycling/ Vintage

Timeline

Customer Experience Management Consultant

The Simple Folk
01.2022 - Current

Owner/Operator

The Wanderly
03.2017 - 06.2021

Director of Front of House Restaurant Operations

Milagro Cantinas & Torteria San Cosme
10.2012 - 04.2017

Bachelor of Arts - Equality, Latin American And Indigenous Studies

University of Toronto

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Katie Nicholson