Alicia Roy
Port Charlotte
Summary
Accomplished General Manager delivering strategic sales growth and operational excellence. Strong leadership in team building and training, with a focus on customer satisfaction and relationship management. Ready to leverage expertise to drive performance and organizational success.
Overview
9
9
years of professional experience
Work History
General Manager
Uhaul Moving And Storage
07.2023 - Current
- Managed daily operations, ensuring optimal resource allocation and workflow management.
- Developed training programs to improve team performance and customer service standards.
- Streamlined inventory processes, resulting in improved accuracy and reduced waste.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
Assistant Manager
Uhaul Moving And Storage
04.2020 - 07.2023
- Supervised daily operations to ensure efficient workflow and optimal customer service.
- Trained and mentored staff on operational policies and customer engagement techniques.
- Implemented process improvements that enhanced inventory management accuracy.
- Developed training materials to support employee onboarding and continuous education.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Customer Service Representative
Uhaul Moving And Storage
07.2017 - 04.2020
- Managed customer inquiries via phone, email, and in-person interactions to ensure satisfaction.
- Implemented feedback systems to capture customer insights and improve service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Identified and resolved discrepancies and errors in customer accounts.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Cleaner
Uhaul Moving And Storage
02.2017 - 07.2017
- Maintained cleanliness and organization of storage units and common areas.
- Inspected facilities regularly to identify maintenance needs and improve operations.
- Developed and implemented effective cleaning schedules for optimal efficiency.
- Managed inventory of cleaning supplies, ensuring proper stock levels were maintained.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Used time management and efficient cleaning methods to meet deadlines.
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Handled equipment, chemicals, and materials properly and with caution.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Adapted quickly to last-minute cleaning requests, ensuring that all areas were presentable for unexpected visits.
- Fostered safer work environment by promptly addressing spills and potential hazards.
- Sustained cleanliness and order in outdoor areas, making them more inviting for guests and employees.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Responded immediately to calls from personnel to clean up spills and wet floors.
- Assisted with special facility events by preparing rooms, installing decorations, and transporting supplies.
- Operated buffers and burnishers to clean and polish floors.
Education
Associate of Arts - Early Childhood Education
SouthWest Florida College
South Fort Myers, Fl06-2009
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Effective leader
- Time management
- Customer relations
- Forklift certified
- Propane Certified
- P&L management
- Sales expertise
Timeline
General Manager
Uhaul Moving And Storage
07.2023 - Current
Assistant Manager
Uhaul Moving And Storage
04.2020 - 07.2023
Customer Service Representative
Uhaul Moving And Storage
07.2017 - 04.2020
Cleaner
Uhaul Moving And Storage
02.2017 - 07.2017
Associate of Arts - Early Childhood Education
SouthWest Florida College