Alana Allia
Lancaster,PA
Summary
Detail- oriented and customer-focused professional with 4+ years of experience managing front-of-house operations, with exceptional communication and management skills. Proven ability to handle multiple tasks effectively and efficiently. Recognized for delivering empathetic, solution-oriented support, maintaining accurate documentation, and collaborating across teams to enhance customer satisfaction. Military veteran with a strong sense of integrity, ownership, adaptability, and a commitment to excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front of House Manager & POS Manager
Lemon Street Market
08.2020 - Current
- Respond to customer inquiries via phone, email, and in-person communication, providing timely, accurate, and empathetic support.
- Diagnose and troubleshoot customer-facing issues related to POS systems, online ordering platforms, and account errors.
- Turn potential service failures into positive outcomes through proactive problem-solving and tailored customer solutions.
- Collaborate with fulfillment teams, vendors, and internal departments to resolve order delays and provide timely status updates.
- Maintain detailed records of customer interactions, system issues, and resolutions across multiple platforms.
- Develop and update SOPs and internal resources to ensure consistent, high-quality customer support across the team.
- Create and deliver training programs for cashiers and front-of-house staff on ECRS systems and online order procedures.
- Analyze operational and customer data to identify improvements that contributed to a 10% increase in online sales.
- Oversee daily front-of-house operations, ensuring a positive, efficient, and service-oriented environment.
Senior Stylist
Visage A Visage Day Spa & Salon
01.2019 - 10.2020
- Communicated with clients through booking systems, phone, and email to educate them on services, policies, and aftercare.
- Provided empathetic, personalized service resulting in strong customer loyalty and 30% growth in new clientele.
- Resolved service-related concerns with professionalism, turning challenges into positive experiences.
- Maintained accurate client records and collaborated across teams to ensure a seamless customer journey.
Hair Stylist & Makeup Artist
Ulta Beauty
02.2018 - 01.2019
- Assisted customers across multiple departments, addressing product questions and providing tailored recommendations.
- Identified sales and service trends using analytical insights to support revenue growth.
- Provided adaptable, customer-first service in a fast-paced retail and beauty environment.
Education
Associate of Applied Science - Respiratory Therapy
Thaddeus Stevens College of Technology
01.2012
Skills
- Order & Fulfillment Coordination
- Customer Education & Product Guidance
- Documentation & Case Tracking
- Process Improvement & SOP Development
- Cross-Functional Collaboration
- Time Management in Fast-Paced Environments
- Hiring and onboarding
- Training and coaching
- Performance evaluation
- Employee scheduling
- Floor management
- Delegating assignments and tasks
- Technical Systems: POS (ECRS), Webcart, SPINS, Spreadsheets, Google Workspace, Microsoft 365, Asana, Slack, Zoom, Dropbox
Certification
- Network & Systems Administration Certificate, Acuitus (Virtual) 2023
- Google Data Analytics Certificate, Merit America (Virtual), 2024
Timeline
Front of House Manager & POS Manager
Lemon Street Market
08.2020 - Current
Senior Stylist
Visage A Visage Day Spa & Salon
01.2019 - 10.2020
Hair Stylist & Makeup Artist
Ulta Beauty
02.2018 - 01.2019
Associate of Applied Science - Respiratory Therapy
Thaddeus Stevens College of Technology