Alicia Rich

• Leading CS team of 18 FTE to resolve customer issues & transition resolution, including self serve and save
• Inspiring, coaching and mentoring Team to deliver exceptional Customer Experience
• Analyze reporting, Identifying skill gaps, creating and implementing Development plans to help meet and exceed team’s KPI’s
• Managing E2E employee engagement(attendance, separation, corrective action, and liaison with HRBP and L&D) Driving engagement through various contests and creating Team champions
• Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.

• Transition team from Tampa Center to WFH model for voice and managing teams
• Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
• Streamlined communication channels for quicker problem-solving and increased customer loyalty.
• Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.

• Leading team by resolving customer issues and assisting with customer transactions
• Running store operations by analyzing staffing needs, reporting financial and sales data, handling cash, meeting compliance, opening trouble tickets with Facilities/Network/IT as needed to ensure store up-time and functionality
• Provided comprehensive training to team members, resulting in improved performance and skill development..
• Improved customer retention rates by addressing concerns promptly and effectively resolving issues as they arose.
• Regularly reviewed project outcomes against initial objectives to ensure alignment with client expectations and deliver consistent results.

Achieved performance based national recognition for elite accomplishments in sales and service

• Increased store profitability by acquiring and managing small business accounts
• Utilized customer service skills to effectively retain and expand customer base and deliver superior customer satisfaction to uphold rep
• Aligning work outings to grow a culture within store to increase calibration, effectiveness and efficiency
• Identified opportunities for continuous improvement, implementing changes that led to measurable enhancements in performance metrics.
• Enhanced collaboration with cross-functional teams, resulting in higher quality deliverables and increased customer satisfaction.
• Consistently exceeded sales targets by cultivating a deep understanding of client needs and positioning products as optimal solutions for their unique challenges.

• Responsible for day to day operations -training and leading four retail employees
• Increased profitability 20% year over year, achieving 110% of an aggressive sales target
• Supervised, coached, trained, evaluated and developed staff (observe and determine need for individual & team)
• Developed strong working relationships with staff, fostering a positive work environment.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

• Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
• Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.