Alicia Oliver
Summary
Dynamic professional possesses excellent communication and customer service skills. Builds good rapport with customers through positive engagement. Highly committed to providing outstanding product demonstrations. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Goal-oriented individual versed in greeting high-volume of customers and recommending merchandise based on individual requirements. Skilled at creating displays to promote higher sales, completing cash register transactions and maintaining accurate records of all transactions.
Overview
10
10
years of professional experience
Work History
Brand Ambassador
Renewal By Andersen
11.2022 - 06.2023
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
- Communicated product information with confidence and educated consumers about company.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Identified key high-traffic, consumer-centric locations and built rapport with prospective customers and vendors.
- Collaborated with local field sales to promote brand awareness and sales results.
- Greeted customers warmly and pleasantly answered inquiries.
- Maintained clean, organized and professional work environment.
- Worked with team to achieve sales goals for products.
- Maintained knowledge of current promotions and product features.
- Provided exceptional customer service to drive satisfaction.
- Established and maintained positive relationships with customers.
- Educated customers on product features and answered questions regarding product use.
- Increased sales by effectively communicating product benefits.
- Communicated product value, quality, and style to educate and entice potential customers.
- Engaged customers to communicate key product features.
- Set up and broke down promotional booths and tents and talked to potential customers for successful promotional events.
- Monitored customer preferences to determine focus of sales efforts.
Sales Associate
Seven Eleven
01.2020 - 03.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
Delivery Driver
Postmates, UberEates, Instacart, Doordash, GrubHub
01.2018 - 04.2019
- Completed on-time deliveries by choosing best and most efficient routes.
- Delivered packages to customer doorsteps and business offices.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Verified accuracy of all deliveries against order forms.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.
Outbound Customer Service Representative
Teleperformance
11.2016 - 08.2017
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Approved and terminated customer contracts upon request.
Housekeeper
Days Inn Hotel
02.2015 - 06.2015
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Verified cleanliness and organization of storage areas and carts.
- Adhered to professional house cleaning checklist.
- Dusted picture frames and wall hangings with cloth.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Handled requests for extra linens, toiletries and other supplies.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Returned emptied garbage receptacles to proper locations.
- Rotated linens in storerooms and replenished when supplies ran low.
- Hang, cleaned and rehung draperies to maintain freshness.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
Head Hostess
IHOP
01.2014 - 05.2014
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Documented reservations, alerted servers, and managers of large groups and prepared seating.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Took information about guests' party size, led to seating and offered menus.
- Governed dining area to coordinate, usher and remove obstacles to drive positive dining experience.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Used cash registers and credit card machines to cash out customers.
- Accommodated special seating requests for guests to enhance satisfaction.
- Relayed guest comments or suggestions to manager on duty for further action.
- Answered phone calls to take orders, give information and document reservations.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Backed up servers by checking on tables and retrieving items for guests.
- Seated patrons based on guest preferences and seating availability.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Provided patrons with estimated waiting times during peak service hours.
- Opened and closed seating sections according to volume of guests.
- Promoted business loyalty by fostering positive customer relationships.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Delivered pick-up and curbside orders to guests.
- Took initial drink orders and relayed information to wait or bar staff.
- Maintained balanced cash drawer with correct money values and accurate documentation.
Sales Associate
Rainbow Apparel
07.2013 - 10.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Monitored customers for signs of security concerns and escalated issues to management.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered questions about store policies and addressed customer concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Managed cash register after end of shift to balance and record accurate transactions.
- Utilized upselling techniques to promote additional products and increase sales.
Waitreess
Golden Phoenix
04.2013 - 09.2013
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Bussed and reset tables to keep dining room and work areas clean.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Used cash registers and credit card machines to cash out customers.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Processed orders and sent to kitchen employees for preparation.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
Education
GED -
Cochise College
Sierra Vista, AZ05.2018
Skills
- Brand Awareness
- Social Media Management
- Customer Engagement
- Campaign Management
- Revenue Generation
- Relationship Builder
- Needs Assessment
- Outbound Sales
- Upselling
- Payment Processing
- Quality Assurance
- High-Volume Dining
Hobbies
- Videophile
- Bibliophile
- Photophile
- Cosplay
- Pc&Console Gaming
- Mental Health Advocate
- LGBTQ+ Advocate
Timeline
Brand Ambassador
Renewal By Andersen
11.2022 - 06.2023
Sales Associate
Seven Eleven
01.2020 - 03.2021
Delivery Driver
Postmates, UberEates, Instacart, Doordash, GrubHub
01.2018 - 04.2019
Outbound Customer Service Representative
Teleperformance
11.2016 - 08.2017
Housekeeper
Days Inn Hotel
02.2015 - 06.2015
Head Hostess
IHOP
01.2014 - 05.2014
Sales Associate
Rainbow Apparel
07.2013 - 10.2013
Waitreess
Golden Phoenix
04.2013 - 09.2013
GED -
Cochise College