ALICIA LUKE
Lodi,CA
Summary
Sales Associate and Human Services graduate recognized for my ability to communicate with individuals by providing exceptional service that ensures client retention and positive feedback. I have a proven ability to increase sales through upselling techniques as well as implement additional processes that drive profitability.
Overview
13
13
years of professional experience
Work History
Guest Services Associate
European Wax Center
04.2016 - 04.2020
- Cultivating our guests' experience by providing a smooth check in and check out from their service(s)
- Educating guests on the importance of wax passes and upselling services
- Scheduling and confirming reservations, managing guest flow throughout the day
- Assisting with retail recommendations and purchases.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Resolved guest issues with knowledgeable and friendly service.
- Prepared weekly employee work schedules to meet operational needs.
- Managed cash flows, audited tills and receipts and upheld store policies to increase profits.
Human Services Intern
American Red Cross
01.2014 - 01.2015
- Provided first aid at American Red Cross First Aid Stations in the Gold Country Region.
- Including sporting events at all home games for the Modesto Nuts Professional Baseball Club and Big Valley Christian Sabers Football games.
- Local festivals, parades, fund-raising walks, concerts, and college events.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Assessed barriers, strengths and needs of each family and worked quickly to remediate.
- Worked with others to manage numerous competing interests simultaneously and delegate accordingly to maximize productivity.
Human Services Intern
Richard Moon Elementary
08.2013 - 06.2014
- Provided and reinforced instruction to individual students with severe social, behavior and communication deficits.
- Input information and obtained quantitative and qualitative data to provide necessary services.
- Developed and implemented strategies to enhance the quality of services.
- Used modeling to teach appropriate replacement behaviors.
- Understood and recognized signs of physical abuse patterns and other debilitating circumstances.
- Kept and established comprehensive case files to support proper documentation and record goals.
- Acted as a mandatory reporter of abuse.
Shift Supervisor
Starbucks
04.2007 - 04.2012
- Anticipated customer and store needs by constantly evaluating environment and customers for cues.
- Maintained a calm demeanor during periods of high volume to keep store operating to standard and to set a positive example for the shift team.
- Assisted with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
- Developed positive relationships with shift team by understanding and addressing individual motivation, needs, and concerns.
- Followed all cash management and cash register policies and ensured proper cash management practices were followed by shift team.
- Followed Starbucks operational policies and procedures, including those for safety and security, ensuring the safety of all partners during each shift.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained new employees and delegated daily tasks and responsibilities.
Education
Bachelor of Science - Human Services
University of Phoenix
Phoenix, AZ06.2014
Skills
- Leadership & Organizational Skills: Highly skilled leader with skills in delegating tasks, team building and creating positive customer experiences
- Communication: Customer service skills that deal with internal and external customers at all levels via telephone and email Ensuring successful communication through active listening and thoughtful questions
- Team Player: Enjoys sharing knowledge and encouraging the development of others
- Problem Solving: Resolves in-depth queries in a methodical manner, independently and with internal and external business partners, to find appropriate resolutions
References
Available on Request
Timeline
Guest Services Associate
European Wax Center
04.2016 - 04.2020
Human Services Intern
American Red Cross
01.2014 - 01.2015
Human Services Intern
Richard Moon Elementary
08.2013 - 06.2014
Shift Supervisor
Starbucks
04.2007 - 04.2012
Bachelor of Science - Human Services
University of Phoenix