Alicia Miller
Wasilla,AK
Summary
Accomplished leader at GCI, adept in operations management and strategic planning, with a proven track record of elevating customer service standards and sales performance. Skilled in fostering talent development and implementing effective policies, servant leadership and interpersonal skills have consistently driven team success and organizational growth. History of cultivating an open inclusive culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
14
14
years of professional experience
Work History
Customer Service Sales Operations Senior Manager
GCI
10.2021 - Current
- Responsible for providing leadership to multiple teams, guiding them to meet
or exceed established sales goals, providing superior customer service, and maintaining effective communication & professionalism. - Overseen the busiest retail location in the state serving over 200 customers daily, and approximately 20 indirect/direct reports.
- Ensure efficient and productive operation of department and resolve system, service, and billing and escalated issues.
- Manage, and oversee departmental team goals, objectives and maintain effective morale.
- Fully own the mission, goals, operations, and results of the team and/or department.
- Providing clear goals and performance expectations.
- Manage/oversee expense & labor budget and cash management of facilities assigned.
- Manage/oversee Statewide Retail Balancing Team.
- Create and implement statewide retail policies.
- Deliver presentations on sales performance quarterly to executive team.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Customer Service Sales Operations Area Manager
GCI
10.2019 - 10.2021
- Responsible for providing leadership to multiple customer service sales teams to include assistant managers and sales agents by guiding them to successfully meet or exceed targeted
sales goals with excellent service levels, communication and professionalism. - Functions as the point of contact for escalated customer and/or billing issues for resolution.
- Manage a team of managers, assistant
mangers and customer service agents that are responsible for the prompt, courteous & accurate
information in the areas of customer satisfaction, support assistance, product and sales promotions,
knowledge of all company products and services. - Direct multiple area stores to ensure superior customer
service is provided, stores meet the standards expected of the company and is accountable for the results of the teams/stores. - Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Oversaw budget planning, strategy development, community outreach for organization.
Customer Service Sales Operations Store Manager
GCI
06.2015 - 10.2019
- Approved regular payroll submissions for employees.
- Responsible for cleanliness, maintenance, and repair of the retail store, including product displays.
- Daily review of product displays to assure they are in working condition, and take appropriate action to troubleshoot, when needed.
- Assure product marketing materials are accurate and available. Evaluate on-hand stock levels daily and order supplies as necessary. Responsible for conducting regular inventory audits and
reporting of same. - Responsible for daily transaction reconciliation & assure negotiable items are secure. Ensure the
security of stores and merchandise, to include audits of inventory, safe and tills. - Oversee and supervise a team of Front Line Agents and Assistant Managers.
Customer Service Sales Assistant Manager
GCI
07.2011 - 05.2015
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Oversee and manage a team of agents in an accurate and professional manner ensuring real-time floor coordination in leadership, mentoring, customer service and technical skills by supporting and promoting the company’s campaigns/sales
promotions and success.
• Establish an atmosphere of customer and employee engagement through coaching, observation adherence and mentoring with a minimum of 50% time on the sales floor.
• Ensure customers are greeted as soon as they enter the store and treated in a friendly, courteous, and professional manner.
• Coach, develop, motivate, and engage the sales force through training, product knowledge and confidence to close the sale.
• Develop an inviting atmosphere where displays are current to plan-o-gram, facilities are in good repair, clean, and meet company expectations.
Retail Store Specialist Lead
GCI
03.2011 - 07.2011
- Acted as "in charge" lead on the sales floor, assisting peers and customers with questions about store policies or customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Performed monthly inventory to ensure store assets were intact.
Retail Store Specialist I
GCI
05.2010 - 03.2011
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and provided outstanding customer service.
- Performed cash, card, and check transactions to complete customer purchases.
- Prioritized helping customers over completing other routine tasks in store.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
High School Diploma -
Lathrop Highschool
Fairbanks, AK05-1998
Skills
- Strong Interpersonal Skills
- Emotional Intelligence and Self-Awareness
- Active Listening and Effective Communication
- Sales Coaching and Strategic Planning
- Partnership Development
- Talent Development
- Operations Management
- Hiring/Onboarding
- Retail Statewide Balancing
- Policy Creation and Implementation
- Presentation Skills/Public Speaking
- Servant Leadership Style
- Disciplinary Path/HR Experience
- Budget Oversight
- Influencing and negotiating
Accomplishments
2016 Graduate Leadership Fairbanks Class
(Facilitated by The Greater Fairbanks Chamber of Commerce to empower up and coming leaders)
FranklinCovey Writing Advantage Workshop
FranklinCovey 5 Choices To Extraordinary Productivity
FranklinCovey Presentation Advantage
Tracom People Styles Course
Timeline
Customer Service Sales Operations Senior Manager
GCI
10.2021 - Current
Customer Service Sales Operations Area Manager
GCI
10.2019 - 10.2021
Customer Service Sales Operations Store Manager
GCI
06.2015 - 10.2019
Customer Service Sales Assistant Manager
GCI
07.2011 - 05.2015
Retail Store Specialist Lead
GCI
03.2011 - 07.2011
Retail Store Specialist I
GCI
05.2010 - 03.2011
High School Diploma -
Lathrop Highschool
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