This document is a resume for Iris Ingram-Hopgood summarizing her experience as a retail sales professional and manager specializing in beauty products. She has over 20 years of experience managing makeup stores and teams for brands like MAC Cosmetics, Estee Lauder, L'Oreal, and freelancing as a makeup artist. Her resume highlights her skills in sales, customer service, inventory management, training, and resolving customer complaints.

1. Iris Ingram-Hopgood
Atlanta GA 30341
Cell: 678-353-8032
irisllook@gmail.com
Summary
Retail sales professional who excels in fast-paced, deadline-driven environments. Client-focused with
broad knowledge of customer service. Energetic manager with a strong background in retail sales, fashion
Merchandising and customer service support. Accountable Retail Associate demonstrating a high level of
Ownership and initiative. Quick and effective at decision making, while maintaining excellent customer
service throughout the sales process. Team-oriented Retail Sales Associate who works well in a
collaborative environment yet thrives on personal sales achievements.
Highlights
In-depth fashion knowledge Relationship selling
Basic clerical knowledge Reliable and dependable
Approachable Resolution-oriented
Flexible Team leadership
Dedicated team player Effective Retail Sales Manager
Excellent time management
Accomplishments
Experienced in print, film. CNN news center, WXIA channel 11 Atlanta, Bravo network, Fox 5
news, Tyler Perry Studios, National published Magazines, Dragon con Atlanta, Trumpet Awards,
Stellar Awards, BET music awards.
Freelance make-up artist for MAC Cosmetics, Nars, Giorgio Armani, Bobbi brown, Laura Mercier,
Christian Dior, Dolce and Gabbana, Lancôme, Calvin Klein, Clarisonic.
Managed a successful sales team of 20 members who consistently exceeded sales goals by 30%
each month. Developed highly effective sales training strategies as Sales Manager of a 25-person
team.
Investigated and analyzed client complaints to identify and resolve issues.
Managed accounting close, accounts payable, and financial reporting for multiple clients.
Collaborated with department and faculty members to design a year-round standard-based
curriculum.
Developed highly effective sales training strategies as Sales Manager of a 10+-person team.
Experience
Atlanta Hartsfield-Jackson Airport 2017
Store Manager
Atlanta,GA
MAC CosmeticsConcourse FInternational
Coach and developmentforstaff.
Customerservice toover65,000 Deltaemployees.
Shrinkage,inventorycontrol.
Assistedinopeningnewaccountsinthe UnitedStates.
L'Oreal USA May 2014 to Current
Store Manager
Atlanta, GA

2. Led sales calls with team members to establish sales and customer retention goals.
Resolved an average of 5 customer complaints per month regarding sales and service.
Monitored customer preferences to determine focus of sales efforts.
Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.
Trained in negotiations and time management.
Shared product knowledge with customers while making personal recommendations.
Counted and verified orders picked to ensure accuracy.
Processed work orders and prioritized jobs.
Increase client growth.

3. Continue to educate staff on product knowledge.
Recruit and train staff on SAP, proper store opening and closing procedures.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash
receipts.
Fulfilled customer shipping needs using UPS and USPS methods.
Reorganized the sales floor to meet company demands.
Trained all new managers on store procedures and policies.
Completed weekly schedules according to payroll policies.
Worked closely with the district manager to formulate and build the store brand.
Maintained daily record of all transactions.
ESTEE LAUDER/MAC Cosmetics June 2010 to January 2013
MAC store /Assistant Store Manager
Perimeter Mall Atlanta, GA
Opened a new store location and assisted in recruiting and training new staff. Worked very close
with MRO and training team for growth and development for staff. Maintained friendly and
professional customer interactions.
Contributed to merchandising ideas at team sale meetings.
Fulfilled customer shipping needs using UPS and USPS methods.
Facilitated classes for customer product knowledge.
Conducted daily, weekly, and yearly reviews for staff promotions and development.
Partnered with Macy's, and Nordstrom to assist in event implementing.
Recruited and interviewed potential candidates for employment.
Approved and wrote schedules on a weekly and monthly basis.
Merchandised store according to company standards.
Shared product knowledge with customers while making personal recommendations.
Generated monthly and annual sales reports.
ESTEE LAUDER/ MAC Cosmetics June 2006 to June 2011
Manager/Belk
Myrtle Beach, GA
Recruited and trained staff.
Involved the community for local charity events.
Inventory control, partnered with loss prevention on shrinkage concerns.
Conducted weekly, monthly, yearly reviews for all of staff.
Communicated with MRO on a weekly basis to review and strategies on how to continue to
increase revenues.
Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.
Assisted in supporting outside locations with brand awareness events.
ESTEE LAUDER/MAC Cosmetics August 1999 to June 2006
Manager/Macy's Southlake-Lenox
Atlanta-Morrow, GA
Increased sales by 40% within the first year my employment.
Built and developed a team for success, who most are now executives with the company.
Inquired a second location with Macy's due to increase sales growth.
Trained a staff of 16+ for success.
Assisted partner and community on special events throughout the area.
Evaluated and approved schedules for the month, Inventory and shrink control.
Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined expectations.
Resolved customer questions, issues and complaints.
Developed and implemented policies, procedures and process improvement initiatives to improve

4. Retention rates and increase customer satisfaction.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness
of the customer service department.
Effectively managed departmental expenses to stay within allocated budget.
Education
Gordon High School 1987
High School Diploma: College Prep
Decatur, GA, USA