Allison Rice
Kapolei,HI
Summary
Knowledgeable and dedicated customer service professional with more than 15 years of experience. Energetic team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Skillful in communication, problem-solving and scheduling. Motivated, adaptable leader passionate about building lasting relationships and making a difference in the lives of others. Interested in furthering knowledge and education in both history and communication.
Overview
14
14
years of professional experience
Work History
General Sales Manager
Anytime Fitness
Kapolei, HI
12.2021 - Current
- Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Responded to customer calls and emails to answer questions about products and services.
- Established and cultivated solid business relationships with new or existing customers.
- Upheld company policies and implemented standards fairly.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
Guest Services Supervisor
SSA Group, LLC
02.2020 - Current
- Set and manage policies for concierge services and guest relations.
- Train team members in customer service strategies and property policies.
- Develop and implement strategies to improve guest experiences and ensure satisfaction.
- Supervise the work of employees to ensure adherence to quality standards, deadlines, and proper procedures.
- Clearly communicate expectations and goals to each team member prior to their shift.
- Discuss and record job performance and problems with management and employees to identify causes and issues and to work on resolving problems.
- Design, implement, or evaluate staff training and development programs, customer service initiatives, and performance measurement criteria.
- Develop and adjust work schedules according to needs and availability, allowing flexibility to adapt to changing work environment.
- Maintain a positive work environment by consistently treating all employees and guests with respect and consideration.
- Coordinated arrivals and departures of education groups, tour groups, and VIPs.
Guest Services Associate Lead
SSA Group, LLC
09.2019 - 02.2020
- Complete all opening and closing procedures with adherence to company policies and procedures.
- Communicate with team members to enhance customer service experience and exceed team goals.
- Suggest specific product purchases to meet customers' needs and promote additional products and services when appropriate.
- Establish and maintain professional relationships with individual and business customers.
- Assist customers with problems and special requests to ensure customer satisfaction.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Assist tour companies with group sales.
- Ran reports detailing daily actions, including guest numbers, sales, and donations.
- Manage employee breaks and coverage during daily shifts.
Guest Services Associate
SSA Group, LLC
07.2019 - 09.2019
- Increase high standards for accountability and flexibility.
- Greet visitors and customers upon arrival, offer assistance and answer questions.
- Strive to provide excellent customer service.
- Maintain professional and positive attitude while communicating with all levels of staff.
- Suggest specific product purchases to meet customers' needs and promote additional products and services when appropriate.
- Establish and maintain professional relationships with individual or business customers.
- Assist customers with problems and special requests to ensure customer satisfaction.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Assist tour companies with group sales.
- Maintain computer skills while operating necessary systems.
- Operate cash register for cash, check and credit card transactions with 100% accuracy.
Assistant Store Manager
Torrid
09.2018 - 03.2019
- Maintain a positive work environment by consistently treating all employees and customers with respect and consideration.
- Mentor new sales associates to contribute to the store’s positive culture.
- Communicate clear expectations and goals to each team member.
- Engage with customers in a sincere and friendly manner.
- Answer customer telephone calls promptly and in an appropriate manner.
- Respond to customer questions and concerns with friendly and knowledgeable service.
- Complete profit and loss performance reports utilizing Microsoft Office.
- Operate a cash register for cash, check and credit card transactions with 100% accuracy.
- Complete all point of sale opening and closing procedures.
- Complete all daily tasks and special assignments with an efficient and quality-driven approach.
- Clean and organize the store, including the checkout desk and displays.
Keyholder
Torrid
06.2018 - 09.2018
- Complete store opening and closing procedures.
- Count out cash drawers and balance totals.
- Complete performance reports utilizing Microsoft Office.
- Handle all customer relations issues in a gracious manner and in accordance with company policies.
- Cultivate customer-focused shopping environment by greeting and responding to all customers.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Respond to customer concerns with friendly and knowledgeable service.
Assistant Store Manager
The Final Touch, Riverside Sports
12.2012 - 11.2013
- Process payments for credit and debit cards and return the proper change for cash transactions.
- Complete all point of sale opening and closing procedures, including counting the contents of the cash register.
- Greet customers while quickly determining their needs.
- Design athletic apparel for local businesses and teams.
- Assist coaches, trainers, and athletes to find proper equipment for sports.
- Coach sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Rotate merchandise and displays to feature new products and promotions.
- Verify inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Customer Service Representative
Active Network
10.2011 - 12.2012
- Provide extensive assistance to Federal Government employees on individual retirement plan.
- Describe Savings Plan to customers and accurately explain details and care of each plan.
- Assist customers promptly and politely via telephone.
- Gather sensitive information to update customer profiles.
- Document all customer inquiries and comments thoroughly and quickly.
- Handle claims consistent with client and corporate policies, procedures, best practices and regulations.
- Answer constant flow of customer calls with minimal wait times.
Camp Store Supervisor/Contact Representative
Rocky Gap State Park Campground
01.2009 - 01.2012
- Provide exemplary customer service by making patrons feel welcome, answering park questions and giving directions.
- Distribute park and trail maps, provide park information, and answer customer service questions.
- Assist customers with making reservations and enter reservation details into the computer system.
- Educate visitors on area wildlife and regional history.
- Provide information and guidance for park visitors, answer questions and inquiries and suggest trails for hiking.
- Help customers make the right accommodations to fit their needs, including suggesting different amenities and packages for their own individual circumstances.
- Interact with visitors and promote park rules, regulations and safety measures.
- Build and maintain positive relationships with campers, staff and families.
- Communicate with and support sales, marketing and administrative teams.
Education
General Studies
Potomac State College
Keyser, WVHigh School Diploma -
Frankfort High School
Ridgeley, WV2008
Skills
- Customer Relations
- Verbal and Written Communication
- Direct Sales
- Team Building
- Staff Management
- Implementing Policies
- Time Management
- Administering Social Media Accounts
- Goals and Performance
Timeline
General Sales Manager
Anytime Fitness
12.2021 - Current
Guest Services Supervisor
SSA Group, LLC
02.2020 - Current
Guest Services Associate Lead
SSA Group, LLC
09.2019 - 02.2020
Guest Services Associate
SSA Group, LLC
07.2019 - 09.2019
Assistant Store Manager
Torrid
09.2018 - 03.2019
Keyholder
Torrid
06.2018 - 09.2018
Assistant Store Manager
The Final Touch, Riverside Sports
12.2012 - 11.2013
Customer Service Representative
Active Network
10.2011 - 12.2012
Camp Store Supervisor/Contact Representative
Rocky Gap State Park Campground
01.2009 - 01.2012
General Studies
Potomac State College
High School Diploma -
Frankfort High School