Alicia Marshall
1771 Casteel Dr,MS
Summary
Dynamic leader with a proven track record at UHaul Company Of Mississippi, enhancing operational efficiency and customer satisfaction. Excelled in traffic management and customer service, significantly reducing accident rates and complaints. Skilled in QuickBooks and relationship building, I fostered team collaboration and drove results, achieving high employee retention and customer loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Traffic Control Manager
UHaul Company Of Mississippi
Pearl, MS
09.2022 - 04.2024
- Boosted efficiency in project delivery through close coordination with contractors, agencies, and stakeholders on traffic control requirements.
- Managed budgets effectively, securing necessary resources while minimizing costs associated with traffic control operations.
- Streamlined operations by developing and maintaining accurate scheduling for traffic control staff deployments.
- Promoted a culture of safety within the team through regular safety meetings, audits, and continuous improvement initiatives.
- Mitigated potential risks during special events by creating tailored traffic management plans that accounted for unique circumstances and challenges.
- Reduced accident rates by conducting thorough site assessments and implementing appropriate traffic management plans.
- Maximized team productivity through clear communication of expectations and performance metrics for all staff members involved in traffic control operations.
- Increased employee retention rates by providing comprehensive training programs for new hires in the field of traffic management.
- Organized frequent meetings for team members to report and track status of material movement.
Executive Assistant
UHaul Company Of Mississippi
Pearl, MS
05.2020 - 09.2022
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
- Used advanced software to prepare documents, reports, and presentations.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Filed paperwork and organized computer-based information.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
Reservations Manager
UHaul Company Of Mississippi
Jackson, MS
05.2017 - 05.2020
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Launched quality assurance practices for each phase of development
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Manager
Walmart
Ridgeland, MS
04.2015 - 05.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Cashier
Walmart
Ridgeland, MS
02.2010 - 04.2015
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Utilized POS system to handle customer cash and credit card transactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
Education
High School Diploma -
Wingfield High School
Jackson, MS05.2005
Skills
- Traffic Data Collection
- Customer Service
- Deadline Adherence
- Relationship Building
- Data Entry
- Customer Relationship Management
- Documentation
- Mentoring and training
- Schedule Management
- Staff Supervision
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Decision-Making
- Cash Handling
- Complaint resolution
- Customer Relationship Management (CRM)
- Exceptional telephone etiquette
- Quality Assurance
- Handling Escalations
- Call Center Management
- Account Management
- Administrative Support
- New Hire Training
- CRM Software
- Schedule Coordination
- Workforce Management
- Audit Support
- Technical Support
- Documentation And Reporting
- Accounts Payable
- Accounts Receivable
- Quickbooks
- Bookkeeping
- Filing
- E-Mail and Telephone Communication
- Executive Support
- Office Management
- Interpersonal Communication
- Database Management
- Human Resources Management (HRM)
- Supply Ordering
Certification
Notary License
Timeline
Traffic Control Manager
UHaul Company Of Mississippi
09.2022 - 04.2024
Executive Assistant
UHaul Company Of Mississippi
05.2020 - 09.2022
Reservations Manager
UHaul Company Of Mississippi
05.2017 - 05.2020
Customer Service Manager
Walmart
04.2015 - 05.2017
Customer Service Cashier
Walmart
02.2010 - 04.2015
High School Diploma -
Wingfield High School