Aliyah Farrow
Sicklerville,NJ
Summary
Friendly, Service-focused Brand Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software. Dedicated to exceeding service goals through effective communication skills and abilities.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Brand Specialist
Global Response
Margate, FL
10.2021 - Current
- Attention to Detail
- Active Listening Skills
- Improving Customer Experience
- Building Customer Loyalty
- Positive Attitude
- Time Management
- Interpersonal Skills
- Complaint Resolution
- Communication
- Patience
- Problem Solving
- Organizational Skills
- Critical Thinking Skills
- Decision Making
- Gladly
- Product Knowledge
- MS Excel, PowerPoint, Word
- Microsoft Office Skills
Shop Manager
Occasionette Goods and Gifts
Philadelphia, PA
08.2019 - 12.2020
- Coordinates retail store operations of a Philadelphia 100 retail shop Supervise and develop a staff of 6 shopkeepers Ensuring store schedules and objectives are met by employees Coordinate daily customer service operations (e.g., sales processes, orders and payments) Monitor and maintain store inventory Evaluate employee performance and identify hiring and training needs Supervise and motivate staff to perform their best Coach and support new and existing Sales Associates Analyze consumer behavior and adjust product positioning Resolve customer service issues Research emerging products and use information to update the store’s merchandise Conduct regular audits to ensure the store is functional and presentable Make sure all employees adhere to company’s policies and guidelines Act as our store’s representative and set an example for our staff
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Managed inventory control, cash control and store opening and closing procedures.
- Trained team members in successful strategies to meet operational and sales targets.
Program Supervisor
Crossroads Programs Incorporated
Cinnaminson, NJ
05.2017 - 04.2019
- Supervised and managed the day-to-day operations of an adolescent mother and child residential treatment facility
- Managed an annual budget of over $1,300,000
- Supervised and trained a diverse staff of 25, consisting of a case manager, therapist, maintenance worker, nurse, clinician, and the direct support professionals
- Planned, developed, implemented, researched, and evaluated programming conducted in the facility in accordance with state law and collected program statistics
- Ensured intake process was complete and accurate Supported retention through recruitment related activities, family meetings, withdraw documentation, exit interviews, and other events to ensure a fully-occupied youth facility
- Developed life-skills and parenting curriculum for our residents
- Ensured staff’s adherence to master plans, schedules, and organizational policies
- Organized marketing and community outreach opportunities
- Received and verified bi-weekly payroll from employees’ timecards
- Oversaw mandated safety drills (fire, disaster, evacuation, and active shooter) Ensured the maintenance of the center by purchasing supplies, tracking inventory, and overseeing custodial personnel and third-party contracts for trash removal, recycling, and security.
- Administered $1.3M budget and tracked expenses.
- Directed team of 26 personnel, overseeing records, performance and quality assurance.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Provided ongoing direction and leadership for program operations.
- Coordinated services and therapy for residents and managed attendance for scheduled appointments.
- Communicated regularly with guardians of residents, answering questions and addressing concerns.
- Conducted daily inspections of building for security purposes and identified issues requiring immediate resolution.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
Residential Counselor II
Legacy Treatment Services
Lumberton, NJ
01.2016 - 01.2017
- Monitored youth ages 14 to 17 in an Intensive Residential Treatment Service (IRTS) setting
- Organized, scheduled, and monitored the day-to-day activities; including but not limited to meal preparation, medical and non-medical appointments, homework, transportation, and recreation
- Developed solutions to program problems and recommended changes to improve process efficiency
- Participate in monthly meetings to review organizational policies and to increase knowledge and skills
- Oversaw funds, including the management of petty cash
- Maintained accurate records of financial transactions
- Utilized restorative crisis interventions as needed (Safe Crisis Management) and ensured compliance with state safety guidelines
- Train new and existing staff members
- Completed and maintained accurate electronic health records for the services provided
- Monitored youth’s progress towards treatment plan goals to comply with changes in client status.
Consumer Support Coordinator
Legacy Treatment Services
Pennsauken, NJ
01.2013 - 01.2016
- Provided age-appropriate related case management to youth in a Psychiatric Community
- Ome program
- Established and maintained contact with referring agencies, providers, and family-team members
- Coordinated medical care for youth in compliance with state regulations
- Obtained medical consents and pretreatment clinical assessments in conjunction with the psychiatrist
- Maintained an accurate case management information system
- Tracked and maintained behavior system and completed safety compliance checks
- Advocated for and secured community resources for individuals served
- Monitored and reviewed programming documentation to ensure that time frames were met, and guidelines were adhered to
- Collaborated with the Program Director to coordinate staff scheduling and policies
- Enrolled youth in appropriate school and transportation services
- Provided staff training for the electronic health record and medication management system
- Conducted psycho educational groups for the youth in accordance to state agency contract requirements.
Youth Care Worker
Lester A. Drenk Behavioral Health Center
Pennsauken, NJ
01.2012 - 01.2013
- Organized, scheduled, and monitored the day-to-day activities; including but not limited to meal preparation, medical and non-medical appointments, homework, transportation, and recreation of residents in treatment program
- Implemented goals of treatment plans
- Conducted psycho educational groups for youth in accordance to state agency contract requirements
- Used Nurtured Heart and Crisis Prevention skills to de-escalate crisis situations.
Education
Bachelor of Arts - Social Work
Seton Hall University, University of Pennsylvania
08.2008 - 05.2012
Dona Birth Doula Training -
Univeristy of Pennsylvania
Philadelphia 11.2016 - 11.2016
Skills
Training delivery
Strategy development
Budgeting
Employee training
High performance standards
Regulations and compliance
Written and verbal communication
Positive working relationships
Payroll procedure oversight
Facility management
Program development
Interviewing skills
Client needs assessments
Onsite facility tours
Conflict Resolution
First Aid/CPR
Teamwork and Collaboration
MS Office
Cultural Awareness
Complaint resolution
Money handling abilities
Shipping procedures understanding
Medical terminology knowledge
Retail store support
Staff education and training
Key holder experience
Timeline
Brand Specialist
Global Response
10.2021 - Current
Shop Manager
Occasionette Goods and Gifts
08.2019 - 12.2020
Program Supervisor
Crossroads Programs Incorporated
05.2017 - 04.2019
Dona Birth Doula Training -
Univeristy of Pennsylvania
11.2016 - 11.2016
Residential Counselor II
Legacy Treatment Services
01.2016 - 01.2017
Consumer Support Coordinator
Legacy Treatment Services
01.2013 - 01.2016
Youth Care Worker
Lester A. Drenk Behavioral Health Center
01.2012 - 01.2013
Bachelor of Arts - Social Work
Seton Hall University, University of Pennsylvania
08.2008 - 05.2012