Alisia Hess
Sandy,UT
Summary
Customer service de-escalation specialist managing day-to-day operations with minimal oversight. Drove store and team metrics using new systems, process improvements, and cross-team collaboration. Resolved issues quickly while maintaining professional customer service quality.
Overview
11
11
years of professional experience
Work History
Storage Facility Manager
CubeSmart Self Storage
01.2020 - Current
- Enacted facility maintenance programs, ensuring storage properties remained safe, functional, and customer-ready.
- Coordinated work orders, preventive maintenance, and vendor repairs across multiple CubeSmart locations.
- Inspected buildings, grounds, and equipment to identify hazards, deficiencies, and repair priorities.
- Managed HVAC, plumbing, electrical, and lighting systems to support uninterrupted site operations.
- Resolved urgent facility issues quickly, minimizing disruption to tenants and onsite operations.
- Controlled expenses to meet budget requirements.
- Provided mentorship and guidance to new staff members, fostering a positive work environment that promoted professional growth.
- Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
- Ordered, maintained and accounted for supplies and inventory.
- Maintained facility grounds, equipment, and safety compliance.
- Evaluated storage conditions, resolving issues affecting product integrity and space efficiency.
- Enhanced customer satisfaction levels by addressing issues promptly and resolving any discrepancies in orders or deliveries effectively.
- Evaluated potential risks associated with storage operations, developing contingency plans to mitigate possible disruptions or delays in availability.
- Managed oversight of multiple properties as interim general manager as needed, taking accountability for assigned operations.
- Developed lasting rapport with customers, vendors, coworkers, and upper management through consistent engagement.
- Applied de-escalation strategies to address customer concerns of differing intensities.
- Monitored store metrics closely and exceeded established benchmarks.
- Received several store-level awards based on reservation conversion results, improving square foot occupancy and reinforcing overall positive store metrics.
- Executed store-level maintenance to minimize vendor repair cost requirements
- Supervised auction process and completed all required auction tasks within established auction timeline.
- Optimized store occupancy by implementing several positive reviews per month for each store worked.
- Communicated issues to customers, staff, vendors, and upper management, and coordinated implementation of solutions.
Mapping Technician
RGIS
01.2018 - 01.2020
- Promoted into Mapping Tech. position after evaluation of mastery of prior skills
- Readily adopted new practices and techniques in order to comprehend new tools and responsibilities of Store Layout Surveyor
- Generated maps and map products based upon data collected from different projects and in-store evaluation
- Developed and updated maps for remodeling usage and updated comprehension of store layout
- Compiled, organized and corrected data with portable computer using Data Collector software
- Completed daily data updates and submitted information to quality assurance for review and implementation
- Uploaded collected data to internal database for review and manipulation by quality control team
Inventory Specialist
RGIS
06.2016 - 01.2020
- Completed scheduled inventory counts and supply audits to track shrinkage and inform purchasing decisions
- Maintained consistent 98% accuracy throughout 3 years of service
- Preserved over 250+ hours over course of year on dedicated two-person team
- Used multiple kinds of hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors to obtain replacements or refunds
- Created reports detailing all aspects of inventory, including costs, deliveries and usage
- Volunteered to assist in with differing projects, demonstrating willingness to learn new tasks and increase skill levels
Merchandising Supervisor
RGIS
01.2017 - 04.2017
- Promoted to Project Supervisor for full in-store CVS build
- Arranged consistent shelves, bins and racks at several locations by following established planograms throughout entire store
- Planned and coordinated product availability for advertising and promotion purposes
- Conferred with store managers to obtain information about customer needs and preferences
- Updated pricing and signage to complete product displays and educate customers
- Loaded and unloaded merchandise using ladder and pallet jack
- Partnered with sales representatives and managers to coordinate delivery and merchandising schedule
Surveyor
Bernett Research
09.2015 - 08.2016
- Entered responses from survey participants into internal database using CATI over-web program to later compile reports or conduct analysis
- Remained highly educated in various software packages by regularly attending training and webinars
- Used strong and eloquent speaking skills in delivering questions to survey participants by phone and prompting responses to complete questionnaires
- Identified features within software useful for improving overall survey operation and collaborated with Regional manager to explore and implement changes
- Initiated outbound administrative requests by phone to ensure and improve genuine data is accrued
- Updated quality control standard methods and procedures to meet customer SLA and compliance requirements
- Increased productivity rate by 32% consistently throughout 220+ calls per hour
Education
High School Diploma -
Pocatello High School
Pocatello, ID2016
Skills
- Quality assurance processes
- Analytical problem solving
- Organizational expertise
- Leadership and team dynamics
- Inventory management experience
- Strong computational abilities
- Efficient time management
- Customer service focus
- Detail-oriented approach
- Multitasking capabilities
- Dependability and professionalism
- Communication effectiveness
- MS Office applications
- Flexibility and adaptability skills
- Written and verbal communication proficiency
- Operational efficiency management
- Conflict resolution strategies
Timeline
Storage Facility Manager
CubeSmart Self Storage
01.2020 - Current
Mapping Technician
RGIS
01.2018 - 01.2020
Merchandising Supervisor
RGIS
01.2017 - 04.2017
Inventory Specialist
RGIS
06.2016 - 01.2020
Surveyor
Bernett Research
09.2015 - 08.2016
High School Diploma -
Pocatello High School