Alisha ERVIN
Charlotte,NC
Summary
Motivated professional with a commitment to top-tier performance. Strong leadership and motivational skills in addition to a focus on customer satisfaction. Maximize quality assurance through compliance with regulatory guidelines and training initiatives. Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.
Overview
19
19
years of professional experience
Work History
Verizon Store Manager / Senior Sales Consultant
Victra - Verizon Wireless Premium Retailer
05.2023 - Current
- Maximized quality assurance through compliance with regulatory guidelines and training initiatives
- Coached and helped representatives with sales approaches and better practices, ensuring a positive store environment.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
Verizon Tech Support 2
Continuum Global Solutions
09.2021 - 03.2022
- Provided tier 2 tech support, troubleshooting device issues, and ensuring customer satisfaction targets were met.
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
- Organized and led technology awareness campaigns, boosting tech adoption in local community.
- Increased digital literacy among peers, teaching basic coding skills.
General Manager/Multi Unit Manager
Five Guys
02.2018 - 03.2021
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Developed strong teams within each unit through effective recruitment, coaching, and mentoring efforts.
- Reduced employee turnover rates by fostering a positive work environment that encouraged professional growth and development.
General Manager/Multi Unit Manager
Five Guys Burgers
03.2016 - 02.2021
- Oversaw operations, managed profit goals against budget, and created policies and procedures for daily operations.
- Developed and implemented strategies to increase sales and profitability.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Exec. ASST Manager/inspector
Town place suites
08.2014 - 04.2016
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Established team priorities, maintained schedules and monitored performance.
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Collector
NCS
10.2011 - 01.2015
- Handled inbound and outbound calling for debt collection, set up payment agreements, and maintained performance metrics.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
TEAM LEAD
PARAMOUNT CAROWINDS
01.2006 - 01.2010
- Managed employees across multiple park stores, overseeing stock ordering and maintenance.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Worked different stations to provide optimal coverage and meet production goals.
Education
Some College (No Degree) - Marketing Technology And Analytics
York Technical College
Rock Hill, SCHigh school diploma -
Northwestern High School
SC, SC01.2009
Skills
- Microsoft Office
- Microsoft Excel
- Positive attitude/experience with dealing with high call volume or busy environments
- Leadership and management skills
- ServeSafe (10 years)
- Inventory Management
- Microsoft Word
- Operations
- Payroll
- Scheduling
- Training
- Sales
- Customer service
- Hospitality management
- Hotel experience
- Budgeting
- Guest Services
- Food Safety
- Computer Literacy
- Financial Report Writing
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Training and mentoring
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Team leadership and coaching
- Cash Management
- Retail Inventory Management
- Shift Scheduling
- Employee Training
- Store Merchandising
- Recruitment and hiring
- POS Systems
- Goals and performance
- Team Building and Leadership
- Team motivation
- Supply Ordering
- Policies and Procedures
- Relationship building and management
Awards
- Employee of the month, 10/01/15, Awarded for performance and high energy at Town place suites by Marriott
- Reward for top earning stores, Within district with Five Guys for a quarter period, doubled Y.O.Y
Assessments
- Customer service fit, Proficient, 06/01/21, Measures the traits that are important for success for customer service roles
- Food safety, Proficient, 08/01/21, Knowledge of proper food and equipment handling safety measures
Timeline
Verizon Store Manager / Senior Sales Consultant
Victra - Verizon Wireless Premium Retailer
05.2023 - Current
Verizon Tech Support 2
Continuum Global Solutions
09.2021 - 03.2022
General Manager/Multi Unit Manager
Five Guys
02.2018 - 03.2021
General Manager/Multi Unit Manager
Five Guys Burgers
03.2016 - 02.2021
Exec. ASST Manager/inspector
Town place suites
08.2014 - 04.2016
Collector
NCS
10.2011 - 01.2015
TEAM LEAD
PARAMOUNT CAROWINDS
01.2006 - 01.2010
Some College (No Degree) - Marketing Technology And Analytics
York Technical College
High school diploma -
Northwestern High School
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