Felicia Allen
Moravia,NY
Summary
Customer service leader focused on team performance, coaching, and training. Improves customer satisfaction through structured problem-solving and clear communication. Streamlines operations to reduce friction and improve service delivery.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Area Supervisior
Ross Dress for Less
Ithaca, New York
08.2025 - 05.2026
- Trained and coached team members on store processes and customer service standards.
- Coordinated staff schedules to ensure strong coverage during peak hours.
- Monitored inventory levels and facilitated stock replenishment.
- Handled customer questions and complaints to support satisfaction.
- Worked with management on promotional displays and merchandising plans.
- Assisted loss prevention efforts by following security protocols and procedures.
- Reviewed employee performance and delivered feedback and coaching.
- Trained new hires on policies, procedures, product knowledge, and customer service techniques.
- Guided team members on correct steps for handling customer inquiries.
- Fostered a supportive workplace atmosphere by encouraging teamwork and open communication.
- Trained new hires on company policies and procedures.
- Reviewed team performance through regular evaluations, feedback, and goal setting.
- Managed area budget through forecasting, expense tracking, and cost reduction efforts.
- Provided leadership insight and mentoring to newly hired employees on company programs.
Shift Leader
Dunkin' Donuts
Lansing, New York
01.2014 - 08.2025
- Coordinated staff schedules to optimize coverage during peak hours, enhancing service efficiency.
- Led employees to maintain productivity and customer service levels.
- Resolved customer complaints promptly, contributing to overall customer satisfaction. to improve satisfaction.
- Trained new team members on menu items and customer service standards.
- Delivered strong customer service while keeping a positive attitude throughout the shift.
- Monitored employee performance to ensure adherence to company policies and support operational standards.
- Managed daily workflow and scheduled staff for proper coverage.
- Monitored inventory levels to keep products available and fresh.
- Monitored food safety procedures to stay aligned with health regulations.
- Monitored stock levels, ordered supplies as needed, and checked product quality before use or sale.
- Checked orders for quality and completeness.
- Assigned tasks to employees and tracked activity and completion.
- Prepared staff with job duties and safety protocol training.
- Inspected food preparation areas to maintain sanitation standards.
- Followed company standards and compliance requirements for operations.
- Verified cash drawers held correct amounts during opening and closing shifts.
- Reviewed employee performance and provided individualized feedback and praise.
- Supported daily operations to maintain service quality and efficiency.
- Took part in store-wide marketing initiatives to increase customer traffic and sales revenue.
Manager
ACMoore arts and crafts
Ithaca, New York
09.2006 - 10.2012
- Supervised staff to enhance customer service and engagement levels.
- Managed inventory tracking and product displays to support sales.
- Created staff schedules to align with business needs and optimize operational efficiency.
- Monitored staff performance and resolved issues.
- Handled customer service standards and resolved customer concerns to maintain quality service.
- Coached, mentored, and trained team members to improve job performance.
- Trained new employees on store policies and operational procedures.
- Trained employees on additional job roles to support coverage.
- Developed strategies to boost customer satisfaction and foster loyalty.
- Maintained visual merchandising standards to improve store appearance.
- Supported marketing efforts for seasonal products and events.
- Worked with vendors to source quality materials and supplies.
- Sourced and evaluated candidates for open positions.
- Assessed team member skill sets and assigned tasks for efficient workflow.
- Followed applicable laws, regulations, and industry standards.
Education
Associate of Arts - Humanities And Social Science
Cayuga Community College
Auburn, NYSkills
- Customer service excellence
- Training and coaching
- Team leadership and collaboration
- Sales performance improvement
- Cost management strategies
- Project oversight expertise
- Inventory management
- Problem-solving
- Conflict resolution
- Communication skills
Certification
- ServSafe certification
- Custom Framing
- customer service awards
Timeline
Area Supervisior
Ross Dress for Less
08.2025 - 05.2026
Shift Leader
Dunkin' Donuts
01.2014 - 08.2025
Manager
ACMoore arts and crafts
09.2006 - 10.2012
Associate of Arts - Humanities And Social Science
Cayuga Community College