Angela Harper-Wilson
Raleigh,NC
Summary
Hardworking and reliable, focused on going above and beyond to support team and serve customers. Dependable, driven, and skilled at working in high volume, sometimes stressful environments. Motivated to continue to learn and grow as an Amazon Associate.
Overview
18
18
years of professional experience
Work History
Process Assistant
Amazon
10.2022 - Current
- Volunteered to help with special projects of varying degrees of complexity.
- Surpassed team goals by partnering with my managers to implement best practices and protocols.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality.
- Assisted Managers and coworkers with special tasks on daily basis.
- Partnered with OTR to ensure a smooth and successful Pick and Stage and Load Out daily.
- Completed Shift Allocation and Coding of AA's at the start and during shift.
- Ensured completion of all audits and checklist assigned to my roll
- Assisted with the coaching and training of AA's
- Assisted during Inbound process checking drivers in and out as well as GTDR.
- Was in the Process Assistant roll as an Interim from June-October 2022 prior to my permanent position.
Sortation Associate
Amazon
06.2021 - Current
- Experience in Stowing, Picking, Inducting, OTR(front end, middle, back end, pre-que, stage audit, recently completed training for Lane Captain), Left Behind, and Pick and Stage
General Manager
Raphael Enterprises LLC/ DBA Tropical Smoothie Cafe
06.2014 - Current
- Training all Managers, Shift Leaders, Crew Members, Scheduling, Human Resources, Cash Management, Customer Relations/ Customer Service, Corporate New Cafe Training, Inventory, All Hiring, Catering Organizer, Advanced store sales position, restructuring departments and modeling customer service techniques to employees
- Prepared operating and capital budgets for division and reviewed expenditures to take corrective action
- Reversed poor performing store by revising systems, processes, training programs, and personnel
- Managed performance of team members by conducting performance appraisals and recommending promotions
- Opened new chain store and exceeded sales and profit goals by 15% at end of first year
- Recognized for excellence in building and motivating management and hourly teams
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies
- Led cross-functional projects and identified and solved complex problems in all areas of business
- Prepared payroll and maintenance budgets for corporate management approval
- Drove single-year sales growth of 12% year over year since start date, new record for the Cafe
- Increased a $700,000 Cafe into a 1.25 million dollar Cafe
- Ran Multiple Units at the same time successfully.
Front of the House Manager/ Head Trainer
Outback Steakhouse
04.2006 - 06.2014
- Managed daily checklists and delegated assignments to keep restaurant professional and customer-ready
- Prevented over-use of liquor by checking and correcting employees' pour techniques
- Educated FOH staff on alcoholic and non-alcoholic beverages through regular instruction
- Coordinated training for new FOH staff and coached established employees on procedures to correct problems
- Monitored employee compliance with health codes and enforced compliance to protect customers and minimize liabilities
- Maintained restaurant's reputation for service excellence by effectively overseeing FOH team
- Empowered employees to handle numerous issues first-hand and skillfully managed escalated conflicts to restore customer loyalty
- Prepared schedules and delegated assignments to employees to balance business targets with customer demand levels
- Tracked employee time and other costs as part of sound recordkeeping and financial management practices
- Engaged dissatisfied customers using tactful approaches and made best efforts to resolve problems related to sales, products, and store operations
- Interviewed job applicants, processed new hire paperwork, and provided on-the-job training
- Maintained the appropriate coverage levels for expected customer loads by continuously forecasting needs and adjusting schedules
- Modeled excellent customer service to encourage staff to proactively assist customers and meet needs, building customer loyalty and retention.
Education
High School Diploma -
Half Hollow Hills High School East
Dix Hills, NYSkills
- Prioritization and Problem-solving
- Teamwork
- Customer relations
- Attendance Tracking
- Performance Monitoring and Assignment Delegation
- Organizational Skills
- Training,Development and Employee Relations
- Continuous Improvement
- Adaptability and Flexibility
- Task Prioritization and Project Coordination
- Customer Service
- Performance Metrics
- Team Leadership
- Problem Solving and Conflict Resolution
- Attention to Detail
- Time Management and Decision Making
- Process Improvement
- Inventory Management
- Scheduling and Payroll Administration
Timeline
Process Assistant
Amazon
10.2022 - Current
Sortation Associate
Amazon
06.2021 - Current
General Manager
Raphael Enterprises LLC/ DBA Tropical Smoothie Cafe
06.2014 - Current
Front of the House Manager/ Head Trainer
Outback Steakhouse
04.2006 - 06.2014
High School Diploma -
Half Hollow Hills High School East