Alicia Horton
Allen,USA
Summary
Workforce management scheduler with 12+ years of experience delivering excellent customer service to managers and associates in optimizing their schedules, managing time off, and ensuring we have enough associates on the phones at certain times/days to serve our customers. Detail oriented and proactive individual with strong organizational and time management skills. In charge of multiple committees and projects within the department. Responsible for creating the training plan and training all incoming schedulers. Strong communication skills when interacting with the managers of the department and team members. Highly motivated, attention to detail, and responsible. Looking for a part time position working with customers.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Server
Saltgrass Steakhouse, Landry's
Plano, TX
07.2025 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality
- Served food and beverages promptly with focused attention to customer needs
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport
WFM Scheduler
State Farm
Richardson, TX
07.2013 - Current
- Created and maintained schedules for a department of employees, ensuring optimal coverage and efficient use of resources
- Coordinated with department managers to gather staffing requirements and create weekly/monthly schedules that meet operational needs
- Lead for several committees and projects within the department
- Developed and implemented policies and procedures for scheduling processes to improve efficiency and accuracy
- Developed and delivered training sessions for managers/supervisors on effective scheduling practices, including Verint training
- Trained all new incoming schedulers
- Conducted and led training classes of associates and managers on scheduling processes and scheduling systems
Lyft and Uber Driver
Uber/Lyft
Allen, TX
04.2019 - 07.2025
- Delivered exceptional customer service through courteous, professional interactions at pick-up/drop-off locations.
- Maintained professionalism while representing company during all customer interactions.
- Utilized GPS systems and maps to navigate efficiently to delivery destinations.
Customer response center rep
State Farm
Bloomington, IL
04.2011 - 07.2013
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above 90%
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
- Was involved in a pilot program where we studied for and received our producers license and made changes to customers policies
Carryout/hostess/expo (food runner)
Famous Daves BBQ
Bloomington, IL
04.2009 - 04.2011
- Assisted servers in delivering food and beverages to customers, maintaining a smooth flow of service
- Collaborated with kitchen staff to ensure timely delivery of dishes to tables, minimizing wait times for guests
- Supported the team during peak hours by assisting with seating arrangements and managing waiting lists
- Effectively communicated with customers regarding any delays or issues with their carryout orders, providing solutions and alternatives when necessary
- Managed cash transactions for carryout orders, ensuring accuracy and proper documentation
- Assisted in training new employees on the procedures and protocols related to carrying out orders
Education
Some college online classes - Business
Heartland community college
Normal, IL11.2011
Trade school - Cosmetology
Paul Mitchell the school
Normal, IL06.2011
High school diploma - undefined
Normal Community West High School
Normal, IL05.2010
Skills
- Time management
- Analysis skills
- Microsoft Excel
- Customer service
- Communication skills
- Training
- Microsoft Office
- Computer skills
- POS system
Certification
- Texas food handlers certification
- July 2025 to July 2027
- TABC certification
- July 2025 to July 2027
Timeline
Server
Saltgrass Steakhouse, Landry's
07.2025 - Current
Lyft and Uber Driver
Uber/Lyft
04.2019 - 07.2025
WFM Scheduler
State Farm
07.2013 - Current
Customer response center rep
State Farm
04.2011 - 07.2013
Carryout/hostess/expo (food runner)
Famous Daves BBQ
04.2009 - 04.2011
Some college online classes - Business
Heartland community college
Trade school - Cosmetology
Paul Mitchell the school
High school diploma - undefined
Normal Community West High School