SANTOS ALICEA
Staten Island,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
District Manager
Viva Network (Dunkin Donuts)
06.2022 - 02.2024
- Supervised 5 locations to enforce high-quality standards of operation.
- Built positive and productive relationships with store and field leadership.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Implemented systems and procedures to increase sales.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
Associate Banker
JPMorgan Chase
09.2020 - 04.2022
- Maintained accurate records of all transactions, keeping track of daily activities for auditing purposes.
- Strengthened client relationships through consistent communication and personalized attention to individual needs.
- Balanced teller drawers and ATM cash.
- Resolved complex client issues by coordinating with relevant departments, ensuring timely resolution and customer satisfaction.
- Supported branch management with administrative tasks such as scheduling appointments, filing documents, generating reports, and maintaining office supplies inventory.
- Mentored new associates on bank policies, product offerings, sales techniques, customer service standards ensuring smooth integration into the team environment.
General Manager/District Manager
White Stone Foods(Long John Silvers)
01.2017 - 08.2020
- Interacted well with customers to build connections and nurture relationships.
- Trained 100's of employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Co-Manager
Amscot Financial
10.2014 - 12.2016
- Managed high volumes of financial activity in fast-paced, risk-based corporate environment
- Synthesized financial and budgetary information to solve problems and develop alternative solutions
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing
- Identified and investigated variances to financial plans and forecasts by interpreting financial results
- Answered clients' questions about purposes and details of financial plans and strategies
- Sold financial products including loans, Check Cashing, Notary Services, Pre paid debit cards.
General Manager
Dunkin Donuts
11.2010 - 09.2013
- Organized special events in restaurant, including receptions, promotions and corporate luncheons
- Carefully developed lucrative annual food and beverage marketing plan and strict budget to maximize profits
- Strategically developed effective marketing plans to increase sales and profits while managing costs
- Actively participated in ongoing customer service programs to build sales and rapport in community
- Prepared for and executed new menu implementations
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Developed, implemented and managed business plans to promote profitable food and beverage sales
- Coordinated upper management's market visits and key account calls
- Analyzed key aspects of business to evaluate factors driving results and summarized results into presentations.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
General Manager
Wendys International
08.2005 - 09.2010
- Carefully interviewed, selected, trained and supervised staff
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes
- Organized special events in the restaurant, including receptions, promotions and corporate luncheons
- Correctly calculated inventory and ordered appropriate supplies
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Actively participated in ongoing customer service programs to build sales and rapport in the community
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Education
Associate of Arts - History
College of Staten Island
01.2004
Skills
- Profitability Optimization
- Strategic Planning
- Leadership Development
- Financial Management
- Workforce Development
- Territory Management
- Inventory control and record keeping
- Staff scheduling
- Natural leader
- Strong work ethic
- Passion for customer satisfaction
- Proven cost-control expert
- Business Development
- Human Resource Management
- Trained in performance and wage reviews
- Business operations expertise
- Marketing and advertising
- Fluent in Spanish
- Skilled in People development
- Experience in multi-unit management
Certification
- Serv Safe Certified
- Notary Public
Additional Information
Notary Public
Serv Safe certified
2-15 License to sell insurance Health, Life and Annuities.
Languages
Spanish
Full Professional
Timeline
District Manager
Viva Network (Dunkin Donuts)
06.2022 - 02.2024
Associate Banker
JPMorgan Chase
09.2020 - 04.2022
General Manager/District Manager
White Stone Foods(Long John Silvers)
01.2017 - 08.2020
Co-Manager
Amscot Financial
10.2014 - 12.2016
General Manager
Dunkin Donuts
11.2010 - 09.2013
General Manager
Wendys International
08.2005 - 09.2010
Associate of Arts - History
College of Staten Island
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