Olena Lutsenko

• Managed daily administrative and operational tasks, ensuring smooth workflow despite a reduction in staff from 9 to 6 employees while maintaining steady turnover.
• Successfully maintained near 100% daily occupancy with minimal last-minute cancellations, ensuring high client satisfaction.
• Developed strong working relationships with staff, fostering a positive work environment.
• Coordinated financial operations and accurate reporting, using Hello Cash.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Managed inventory levels to minimize stockouts while reducing overhead costs.
• Collaborated with the management team to implement strategic plans for business growth and improvement.
• Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
• Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.

• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Worked closely with organizational leadership and general director to guide operational strategy.
• Monitored and coordinated workflows to optimize resources.
• Led change and transformation across business areas to deliver benefits and align company resources.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Recruited, hired and trained of team members.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained new employees on proper protocols and customer service standards.
• Arranged product training workshops for employees.
• Monitored daily cash discrepancies, shrinkage and drive-off.
• Reported issues to higher management with great detail.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Raised property accuracy and accountability by implementing new crm-system .
• Participated in a cross-marketing brunch of partners to increase brand awareness and attract new customers.
• Developed a plan, organized and held an official Grand opening of one of the beauty salons in Vienna. This led to even greater brand awareness in the market, positive feedback and the attraction of new customers to the beauty salon. It also increased the company's turnover to the level of the most effective previous month.

• Oversaw long-term planning, staff hiring and training, and procedure development as part of business operations.
• Promoted business via social media to generate leads and maximize brand identity.
• Provided high-quality customer service by resolving escalated problems and calmly responding to shifting priorities.
• Devised processes to boost long-term business success and increase profit levels.
• Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
• Determined best courses of action for company based on regional market trends and demands.
• Used business software packages to maintain files and administrative records.
• Oversaw business budget planning and administration, accounting functions, purchasing and daily payroll to handle financial needs.
• Recruited, hired and trained new employees on proper protocols and customer service standards and internal rules for my organization.
• Implemented regular attendance of staff training courses.
• Held employees’ meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
• Identified and qualified customer needs and on this base implemented beauty workshops for clients on regular bases.
• Studied latest trends to add new merchandise to product lineup, improving service quality and sales. Because of that business reached break-even point in 5 months.
• From April 14th 2022 beauty salon has resumed its work. Daily online implementation of business operations and budgeted effectively to decrease spending so that business could cover all its expenses independently without additional investment.
• Held negotiations and agreed with volunteers from United States of America (www.bravasalonspecialists.com) to attract additional investments in my business as part of program to support salon business of Ukraine, which suffered from russian aggression.

• Handled customer relations issues, enabling quick resolution and client satisfaction.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Produced contracts, reports, letters, and proposals for clients.
• Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
• Developed strategic relationships with key suppliers and clients to foster profitable business initiatives.
• Attracted additional 20% of customer base.
• Grew retail sales volume 15% through strategic budgeting and product promotion.
• Developed rapport with new international supplier and participated in priority negotiations in order to become official distributor in Ukraine.
• Organized and conducted official annual seminar on GYEON products for corporate and private clients as speaker of theoretical part to increase sales volume.

• B2B/B2C full-cycled customer management: from making order to receiving them of product. Conducted sales due to both warm and cold customer base.
• Engaged in sales through Instagram network - increased number of followers by 66%. Conducted different activities such as streaming, draws and webinars, drawing up and implementing of content plan.
• Coached employees as Team-lead in successful selling methods and encouraged cross-selling to drive revenue.
• Implemented and optimized leads management by implementing AMO-CRM solution.
• Developed rapport with international supplier and collaborated with factories to develop, design and select product for retail stores.
• Grew market penetration and sales figures by setting up dealers and retailers relationships and personally overseeing negotiations resulting in conducting annual contracts with 3 dealers in: Lviv, Kyrovograd and Kherson regions, 2 resellers in Kyiv and 4 Online stores.
• Increased monthly personal sales from $1.840 during first month to $44.000 for moment I left company and exceeded goals for sales, revenue and profit margins.

Fiori Company is an International flower boutiques chain of the premium segment.

Built a brand new family business from the scratch.

Participated in all processes at all stages of the

company's development. In particular:

• Developed key operational initiatives to drive and maintain substantial business growth.
• Aligned organizational objectives with company mission, increasing revenue, profit and business growth by collaboratively developing integrated strategies.
• Conducted target market research to scope out industry competition and identify advantageous trends.
• Drove implementation of new market expansion to propel business forward and adapt to market changes.
• Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
• Implemented Collaboration, Transparency & Productivity team plan, clarified roles of members and introduced new processes to boost quality across departments.

Nowadays, Fiori Company presented in such countries

as: Ukraine, the Republic of Cypress, Austria, the

Republic of Kazakhstan. There are various services in the

field of floral art and different assortment of high-quality

goods of the premium segment.

As Recruiter:

• Determined staffing needs.
• Created recruitment strategy.
• Screened manually every resumes in order to determine who aren't good fit or who don't qualify for role.
• Performed interviews with proper candidates.
• Coordinated interviews: arranged interviews with hiring manager and any others involved in hiring process.
• Conducting company assessments.
• Challenged biases.
• Attended job fairs and hiring events as member.
• Managed background and reference checks of each candidate.
• Tracked staffing information to be appropriate.

As Office Manager:

• Organized of efficiency of work and ensuring full-fledged office activities.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Maintained computer and physical filing systems.
• Placement and regular updating of vacancies on relevant Internet sites.
• Indirect and direct searched for candidates for relevant position.
• Appointed of interviews for recruiters.
• Participated in negotiations together with Head of company.
• Communicated with clients.
• Execution of instructions of Head of company.
• Managed office operations while scheduling appointments for Head of company.
• Utilized client and staff feedback to maintain customer partnerships and increase revenue.