Summary
Overview
Work History
Education
Skills
Accomplishments
Work Preference
Timeline
Generic

Alicia Miller

Customer Service Sales Operations Senior Manager
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
Anchorage, AK
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
  • Oversee 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 callouts
  • 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
Anchorage, AK
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
Fairbanks, AK
06.2015 - 10.2019
  • Approved regular payroll submissions for employees
  • Responsible for cleanliness, maintenance, and repair of the retail store, including product displays
  • 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
Fairbanks, AK
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
Fairbanks, AK
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
  • 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
Fairbanks, AK
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
  • Performed cash, card, and check transactions to complete customer purchases
  • Developed strong rapport with customers and created positive impression of business
  • 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 - undefined

Lathrop Highschool
May 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

  • Graduate - Leadership Fairbanks Class (Facilitated by The Greater Fairbanks Chamber of Commerce to empower up and coming leaders) Franklin Covey Writing Advantage Workshop Franklin Covey 5 Choices to Extraordinary Productivity Franklin Covey Presentation Advantage Tracom People Styles Course

Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsStock Options / Equity / Profit SharingPaid time off

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 - undefined

Lathrop Highschool

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Alicia MillerCustomer Service Sales Operations Senior Manager