Alicia Brown
Columbia ,SC
Summary
With over 16 years of experience in management and leadership, I have developed, led, and managed successful businesses across various industries. My expertise includes driving operational efficiency, developing high-performing teams, and fostering business growth. I have a strong track record implementing strategic initiatives that enhance customer satisfaction, optimize financial performance, and improve overall team objectives.
Overview
16
16
years of professional experience
Work History
Senior Operations Analyst
BlueCross BlueShield of SC
Columbia, SC
01.2024 - Current
- Review compliance reporting to ensure department alignment with policies and regulations.
- Analyze daily performance reports measured by SQM reporting on customer feedback.
- Partnering with leadership to address and resolve customer concerns to enhance the customer experience.
- Support staff confidence and motivation through collaborative efforts with management.
- Perform root cause analysis to resolve complex operational issues quickly and effectively.
- Worked first-hand on launching a new company telephony system called Genesys, including testing, training, and ensuring a seamless migration from LiveOps.
- Utilized daily reporting and transposing them over to Smartsheets.
Customer Service Master Coach
BlueCross BlueShield of SC
Columbia, SC
08.2022 - 01.2024
- Mentored and guided coaches to elevate their coaching proficiency, fostering a high-performance team.
- Developed and implemented target courses aimed at enhancing coaching techniques and strategies.
- Designed campaigns to promote positive customer experiences, aligning with organizational goals.
- Monitored and assessed coaching effectiveness, continuously refined training approaches for optimal results.
- Proactively identified trends and opportunities to optimize customer vs. advocate satisfaction.
- Ensured alignment of coaching initiatives with organizational objectives and maintained a customer-centric focus.
Customer Service Advocate III
BlueCross BlueShield of SC
Columbia, SC
10.2019 - 08.2022
- Provided accurate and courteous responses to all service inquiries, inbound and outbound calls.
- Assisted members to navigate the company's website to complete research about providers, pharmacies, bill pay, and explanations of benefits.
- Effectively manage a high volume of inbound calls.
- Defused volatile member situations by responding calmly and courteously.
- Assisted with developing trainees during peak season and off-peak season.
Store Manager
Victoria's Secret & PINK
Columbia, SC
10.2011 - 08.2019
- Managed and ran a $1 million store, overseeing operations and ensuring profitability.
- Conducted comprehensive training programs for associates, focusing on expert bra sizing techniques, ensuring personalized and comfortable customer experience.
- Provided ongoing product knowledge training and coaching to enhance associates' familiarity with the company's merchandise, features, and benefits.
- Overseen the visual presentation of products in-store, ensuring a captivating and aesthetically pleasing environment that aligned with VS brand standards.
- Set and monitored sales targets, working collaboratively with the sales team to achieve and exceed sales goals.
- Recognized and rewarded outstanding performance to motivate and retain top-performing associates.
- Developed and implemented initiatives to foster a positive work environment, enhancing employee satisfaction and retention.
- Conducted regular audits and assessments to identify potential areas of improvement in loss prevention strategies.
- Recruited, trained and supervised new employees.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of employee performance reviews.
- Created weekly work schedules for store personnel.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
Operations Manager
Old Navy
Columbia , SC
04.2008 - 10.2011
- Conducted thorough training programs for associates on register operations, ensuring accuracy in transactions and efficient customer service.
- Provided training on pricing procedures and product visualization to enhance the overall shopping experience.
- Partnered with the store manager to develop and implement effective sales strategies, aligning with the company goals and objectives.
- Collaborated on training initiatives and retention strategies to cultivate a skilled and motivated team.
- Ensured overall store compliance by monitoring and maintaining safety standards, including regular safety drills and equipment checks.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Education
High School Diploma -
Richland Northeast High School
Columbia, SC06-2001
Skills
- Team Leadership and Motivation
- Conflict Resolution and Problem-Solving
- Decision-Making and Strategic Planning
- Time Management and Prioritization
- Delegation and Task Management
- Adaptability and Flexibility in Fast-Paced Environment
- Staff Development and Mentoring
- Performance Evaluation and Coaching
- Succession Planning and Talent Development
- Employee Engagement and Retention
- Customer Experience Enhancement
- Customer Relationship Building
- Effective Verbal and Written Communication
- Active Listening and Feedback Delivery
Timeline
Senior Operations Analyst
BlueCross BlueShield of SC
01.2024 - Current
Customer Service Master Coach
BlueCross BlueShield of SC
08.2022 - 01.2024
Customer Service Advocate III
BlueCross BlueShield of SC
10.2019 - 08.2022
Store Manager
Victoria's Secret & PINK
10.2011 - 08.2019
Operations Manager
Old Navy
04.2008 - 10.2011
High School Diploma -
Richland Northeast High School
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