Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Alicia Roy

Port Charlotte

Summary

Dynamic General Manager with a proven track record at Uhaul Moving And Storage, excelling in operational strategy and customer service. Spearheaded initiatives that enhanced efficiency and maximized customer satisfaction. Adept at staff recruitment and team leadership, fostering a collaborative environment that drove significant improvements in performance and profitability.

Overview

8
8
years of professional experience
1
1
Certification

Work History

General Manager

Uhaul Moving And Storage
Sarasota
07.2023 - Current
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
  • Performed routine audits of internal controls in order to maintain accuracy of financial records.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.

Assistant Store Manager

Uhaul Moving And Storage
North Fort Myers
04.2021 - 07.2023
  • Maintained accurate records of all transactions, stock levels and employee performance metrics.
  • Ensured compliance with all safety regulations throughout the store premises.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Provided leadership support during peak business hours by motivating staff members to meet targets.
  • Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.

Customer Service Representative

Uhaul Moving And Storage
Fort Myers
06.2017 - 04.2021
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer complaints promptly and efficiently.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Developed positive relationships with customers through friendly interactions.
  • Provided accurate information about products and services to customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Developed strong customer relationships to encourage repeat business.

Storage Cleaner

Uhaul Moving And Storage
South Fort Myers
02.2017 - 06.2017
  • Maintained cleaning equipment and materials in a safe and sanitary working condition.
  • Emptied wastebaskets and replaced liners.
  • Complied with health regulations related to the handling of hazardous chemicals used during cleaning processes.
  • Replaced air filters on heating and ventilation systems.
  • Washed windows both inside and outside of the facility.
  • Swept and mopped floors, vacuumed carpets, and dusted surfaces.
  • Stocked supplies such as soap, toilet paper, and paper towels in restrooms.
  • Responded promptly to all customer complaints regarding cleanliness issues.
  • Cleaned bathrooms, including toilets, sinks, countertops, mirrors, and floors.
  • Checked stock levels of all cleaning products regularly to ensure adequate supply is available.
  • Inspected rooms for cleanliness prior to guest arrival.
  • Followed company uniform, performance and security policies with every job.

Education

Associate of Science - Early Childhood Education

Southwest Florida College
Fort Myers, FL
05-2008

Skills

  • Operational strategy
  • Customer service
  • Staff recruitment
  • Conflict resolution
  • Time management
  • Team leadership
  • Customer experiences
  • Employee scheduling
  • P&L management
  • Motivation
  • Customer relationship management
  • Profit and loss
  • Staff motivation
  • Goal setting

Certification

  • I am Uhaul Propane Certified
  • Forklift Certified
  • Am able to install Hitches and Accessories onto some vehicles

References

References available upon request.

Timeline

General Manager

Uhaul Moving And Storage
07.2023 - Current

Assistant Store Manager

Uhaul Moving And Storage
04.2021 - 07.2023

Customer Service Representative

Uhaul Moving And Storage
06.2017 - 04.2021

Storage Cleaner

Uhaul Moving And Storage
02.2017 - 06.2017

Associate of Science - Early Childhood Education

Southwest Florida College