Alicia Gould
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
8
8
years of professional experience
Work History
Sales Representative
Angie's List
06.2023 - Current
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and implemented sales strategies to increase profits.
- Negotiated contracts with clients and developed relationships with key personnel.
- Developed and delivered engaging sales presentations to convey product benefits.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Store Manager
Whataburger Restaurants L&c
12.2022 - Current
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Store Manager
7-11 Convenience Store
06.2022 - 11.2022
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Manager
Circle K Corp
09.2019 - 11.2021
- Manage day to day operations, excellent customer service
- Filing invoices and weekly numbers
- Daily books, weekly and quarterly audits
- Ordering and handling representatives for outside product
- Increased quarterly budget anywhere from 3%-5% each quarter
- Maintained labor hours and budget cuts
- Coaching and written performances for employees, handling customer complaints
- Helped Market Manager with other projects outside my own store
- Covid safety regulations and Eco Sure visits
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
- Maintained professional, organized and safe environment for employees and patrons
- Delivered feedback to decision-makers regarding employee performance and training needs
- Prepared annual budgets with controls to prevent overages
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Recruited and hired top performers to add talent and value to department
- Evaluated suppliers to maintain cost controls and improve operations
- Developed and maintained relationships with customers and suppliers through account development
- Maximized performance by monitoring daily activities and mentoring team members
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Accomplished multiple tasks within established timeframes
- Supervised labor costs and departmental expenses to remain in line with budget
- Applied customer feedback to develop process improvements and support long-term business needs
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Onboarded new employees with training and new hire documentation
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Monitored expenditures to mitigate risk of overages.
Food Manager /Assistant Manager
Kum & Go Convenience
12.2015 - 09.2019
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
- Maintained professional, organized and safe environment for employees and patrons
- Delivered feedback to decision-makers regarding employee performance and training needs
- Prepared annual budgets with controls to prevent overages
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Performed statistical analyses to gather data for operational and forecast team needs
- Evaluated suppliers to maintain cost controls and improve operations
- Developed and maintained relationships with customers and suppliers through account development
- Maximized performance by monitoring daily activities and mentoring team members
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Cross-trained existing employees to maximize team agility and performance
- Accomplished multiple tasks within established timeframes
- Supervised labor costs and departmental expenses to remain in line with budget
- Applied customer feedback to develop process improvements and support long-term business needs
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Onboarded new employees with training and new hire documentation
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Monitored expenditures to mitigate risk of overages.
Education
Bachelor of Science - Technical Management, Business
DeVry University
Westminster06.2011
Skills
- Team leadership and coaching
- Maximizing profitability
- Order management
- Relationship building and management
- Financial operations management
- Sales expertise
- Personnel development
- Strategic thinker
- Operations
- Product and service sales
- Staff training and development
- Customer Relations
- Database Management
- Goals and performance
- Team Building
- Customer Response
- Staff Management
- Training and mentoring
Timeline
Sales Representative
Angie's List
06.2023 - Current
Store Manager
Whataburger Restaurants L&c
12.2022 - Current
Store Manager
7-11 Convenience Store
06.2022 - 11.2022
Manager
Circle K Corp
09.2019 - 11.2021
Food Manager /Assistant Manager
Kum & Go Convenience
12.2015 - 09.2019
Bachelor of Science - Technical Management, Business
DeVry University