Alicia Poellnitz

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Managed high-performing customer service team, consistently exceeding company performance benchmarks.
• Escalated issues to proper supervisors when standard processes were not effective.
• Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
• Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
• Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
• Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
• Checked status of orders and back-ordered products to coordinate efficient shipments.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Attracted potential customers by answering Product or Service questions and suggesting information about other products and services.
• Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.

Cultivated customer connections to enhance chances of repeat transactions.

*Process customers returns, answer questions about merchandise, and manage exchanges.

*put up signage regarding recall items such as RTV's

Organized merchandise distribution to appropriate floor areas for replenishment.

*Complete shift start/end duties generate reports for management.

*Drive retail sales at the store level.

Cultivated customer connections to enhance chances of repeat transactions.

*Develop a Special Events calendar.

*Recruit, train, motivate, develop our people; our company's greatest asset.

*Educate our selling teams account sales staff about the company's goals.

*Provide direction to Beauty Advisors regarding company goals and objectives.

*Provide ongoing feedback and coaching to Beauty Advisors.

*Completed all cleaning, stocking and organizing tasks in assigned sales area.