Alicia Franklin
Humble,TX
Summary
Dynamic retail professional with extensive experience at Goodwill Industries of Houston, excelling in customer service and employee coaching. Proven track record of enhancing customer satisfaction ratings and optimizing store operations. Skilled in POS systems and staff scheduling, consistently achieving performance goals through effective team leadership and training initiatives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Goodwill Industries Of Houston
02.2023 - Current
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Rotated merchandise and displays to feature new products and promotions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Retail Team Lead
Goodwill Industries Of Houston
02.2022 - 02.2023
- Performed cash, card, and check transactions to complete customer purchases.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Prioritized helping customers over completing other routine tasks in store.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Accomplished multiple tasks within established timeframes.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Pricer
Goodwill Industries Of Houston
02.2020 - 02.2021
- Reported safety and security hazards to adhere to company and personnel policies and procedures.
- Maintained appearance of facility and merchandise to encourage donors and shoppers.
- Delivered exemplary service and presented professional attitude when interacting with customers and co-workers.
- Interpreted pricing data and advice on cost impact during negotiations and meetings.
- Transported merchandise to sales floor, stocked shelves, rotated merchandise and performed mark-downs to comply with company policy.
- Sorted donations to determine value based on style, quality and condition in connection with original value.
- Priced and tagged hardline products based on pricing guide to optimize sales volume.
Fast Food Cashier
Carls Jr.
01.2019 - 02.2020
- Provided customers with information on specials and discount deals.
- Assisted counter staff in packing ready orders and distributing to customers.
- Made change and issued receipts or tickets to customers for each transaction.
- Resolved customer complaints independently or with aid of supervisor.
- Operated and sanitized kitchen and food preparation equipment.
- Counted and balanced cash drawer at beginning and end of shift to reduce errors and theft.
- Utilised proper PPE and followed food-preparation safety and sanitation guidelines to reduce risks.
- Properly maintained and operated cash register and POS system to swiftly process payments.
- Cleaned and organized condiment and beverage stations to maintain tidiness.
- Provided correct change to customers while following cash handling policies and procedures.
Education
High School Diploma -
Atascocita High School
Humble, TX05-2019
Skills
- Stock management
- Database management
- POS systems operations
- Customer service
- Employee coaching
- Staff scheduling
- Systems and software expertise
- New hire training
- Sales techniques
- Time management
- Flexible schedule
- Performance evaluations
- Store organization
- Store opening and closing
- Incident reports
- Goals and performance
Certification
Stacker Operation Certification
Timeline
Assistant Store Manager
Goodwill Industries Of Houston
02.2023 - Current
Retail Team Lead
Goodwill Industries Of Houston
02.2022 - 02.2023
Pricer
Goodwill Industries Of Houston
02.2020 - 02.2021
Fast Food Cashier
Carls Jr.
01.2019 - 02.2020
High School Diploma -
Atascocita High School
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