Alicia Santiago-Newberry
Orlando
Summary
Dynamic customer service professional with over 9 years of experience in fast-paced retail and theme park environments. Recognized for cultivating a welcoming atmosphere and demonstrating a strong work ethic, consistently exceeding service expectations to enhance customer engagement and satisfaction. Expertise in sales management is complemented by exceptional multitasking abilities and a collaborative spirit, driving team success and fostering positive customer experiences. Proven track record in recruiting, training, and developing team members, including leadership training initiatives, ensuring operational excellence and growth.
Overview
8
8
years of professional experience
Work History
Operations and Sales Manager
Colorvision International
Orlando, FL
09.2023 - Current
- Ensured compliance with all company policies and procedures as well as local regulations governing retail operations.
- Assisted in hiring and onboarding new employees through comprehensive training programs focused on operations best practices.
- Oversaw cash transactions and payment collections, maintaining accuracy and compliance with financial protocols.
- Analyzed and solved customer problems promptly, fostering positive relationships and improving overall experience.
- Optimized efficiency of retail operations through focused training on inventory management, merchandising strategies, and store maintenance standards.
- Collaborated with other department supervisors to improve overall park efficiency and synergy between teams.
- Analyzed complex datasets to identify key trends and actionable insights for business improvement.
- Coordinated special events, ensuring seamless execution and high guest satisfaction ratings
- Optimized store layout by analyzing sales data from POS system reports, leading to higher revenue generation opportunities.
Assistant Manager
Murphy’s USA
Holly Hill, FL
11.2017 - 09.2023
- Cultivated positive interactions with customers to enhance satisfaction and loyalty.
- Managed payment collection and cash handling processes.
- Delivered effective and tactful solutions to address customer challenges.
- Oversaw inventory management processes, including counting, stocking, and ordering products to ensure availability.
- Coordinated shift assignments to align with operational needs and employee availability.
- Assisted in team development initiatives and supported new hires during training programs.
- Assisted in daily operations to support team objectives. Collaborated with colleagues to complete tasks efficiently.
- Ensured cleanliness and organization of working environment to enhance productivity.
Assistant Manager
Buc-ee’s
Orlando, FL
01.2021 - 01.2022
- Facilitated positive customer experiences through attentive service and support.
- Managed payment collection and cash handling processes.
- Delivered effective and tactful solutions to address customer challenges.
- Oversaw inventory management processes, including counting, stocking, and ordering products to ensure availability.
- Coordinated shift assignments to align with operational needs and employee availability.
- Oversaw team development initiatives and guided new hires through comprehensive training programs.
- Assisted in daily operations to support team objectives. Collaborated with colleagues to complete tasks efficiently.
- Ensured cleanliness and organization of working environment to enhance productivity.
Education
High School Diploma -
Crooms Academy of Information Technology
Sanford, FL05-2017
Skills
- Operations management
- Inventory management
- Staff training
- Candidate screening
- Schedule coordination
- POS system proficiency
- Creating detailed reports and visualizations
- Microsoft Certified (Excel, Word, Powerpoint)
- Photography
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 29 team members.
Timeline
Operations and Sales Manager
Colorvision International
09.2023 - Current
Assistant Manager
Buc-ee’s
01.2021 - 01.2022
Assistant Manager
Murphy’s USA
11.2017 - 09.2023
High School Diploma -
Crooms Academy of Information Technology