Aaliyah Rice
Augusta
Summary
Developed in fast-paced retail environment, focusing on team leadership and operational efficiency. Skilled in resource management and customer service excellence, seeking to transition into new field. Eager to leverage transferrable skills to contribute to new and challenging role.
Overview
2
2
years of professional experience
Work History
Lead Customer Service Representative
Parker’s Kitchen
02.2024 - 06.2024
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Assistant Manager
Sprint
08.2024 - 01.2025
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Customer Service Representative
Family Dollar
09.2023 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Trained team members on cash register operation and cash handling.
- Helped customers complete purchases, locate items, and join reward programs.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Set up new sales displays each week with fresh merchandise.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Used POS system to enter orders, process payments and issue receipts.
Lead Customer Service Representative
Circle K
09.2022 - 07.2023
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Reviewed associate performance to identify training needs.
Education
G.E.D - G.E.D
Augusta Technical College
Augusta, GA03.2015
Skills
- Money handling
- Team leadership
- Decision-making
- Customer service
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Staff supervision
- Task delegation
- Goal setting
- Staff management
- Workload management
- Retail operations
- Conflict resolution
- Employee scheduling
- Recruiting and interviewing
- Sales strategies
- Customer relationship management (CRM)
Timeline
Assistant Manager
Sprint
08.2024 - 01.2025
Lead Customer Service Representative
Parker’s Kitchen
02.2024 - 06.2024
Customer Service Representative
Family Dollar
09.2023 - 01.2024
Lead Customer Service Representative
Circle K
09.2022 - 07.2023
G.E.D - G.E.D
Augusta Technical College
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