Mauricia Lacey
Atlanta
Summary
To obtain a position where I can utilize my expertise in Customer Relations. Areas of expertise include and range from call center environment to in person communication relations service and selling, relationship building skills, ability to work under pressure, creative thinking, problem solving/transforming, and overall fulfilling and beautifying every aspect of a customer or clients needs.
Overview
19
19
years of professional experience
Work History
Selling & Service Manager/Assistant Store Manager
Anthropologie
Atlanta,GA
05.2023 - 06.2026
- Scouted,trained and developed new hires to selling and service requirements for the brand.
- Managed a team over 25 people, created schedules for the week,daily zone charts.
- Cultivate shopping experiences for customers to intertwined the community with the brand.
- Managed and developed stylists.
- Oversaw logistics of sales,kpis,traffic trends,yearly/monthly/weekly and daily goals.
- Oversaw and managed customer service issues and concerns,built a strong rapport with customers in a professional manner that represented the brand and the needs of the customers.
- Led team to enhance customer service experience through staff training and development initiatives.
- Implemented inventory management systems to optimize stock levels and reduce discrepancies. Focused on ready now merch that needed to be on the floor for quick selling turnovers and utilized zero selling reports to see what wasn't selling and how to remerch it to speak to the customer better.
- Developed operational strategies that improved store efficiency and increased sales performance. Performed opening and closing procedures.
- Led the store as a ambassador of inclusiveness, fun ways of displaying appreciation activities and activities geared around the phycology side of selling.
Store Manager
The Athlete's Foot
McDonough, GA
02.2022 - 01.2023
- Set performance expectations for employees and implemented improvement plans to reach targets.
- Delegated assignments to meet coverage needs and maintain store standards.
- Promoted team-oriented culture with common sales, service, and productivity goals.
- Revamped systems, processes, and training programs to reverse underperforming store metrics.
- Implemented loss prevention strategies to reduce shrinkage and control theft.
- Directed and maintained store merchandising standards to present organized and engaging in-store experience.
- Established customer relationships to generate more business, maintain store profitability, and expand brand loyalty and recognition.
- Resolved problems, provided open communication, and recommended discipline and terminations.
- Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
Sales Manager
Bath & Bodyworks
Morrow, GA
03.2017 - 11.2019
- Implemented comprehensive sales plan to meet overall business objectives for account acquisition, revenue, and profit margins.
- Delivered sales presentations to highlight product and service benefits.
- Connected with customers to build trust and leverage consultative sales techniques.
- Worked with department managers to meet staffing and resource levels for expected demands.
- Resolved customer complaints regarding sales and service.
- Taught the sales team how to connect with customers and build long-term, productive relationships.
Sales Lead
The Children's Place
Morrow, GA
12.2018 - 03.2019
- Welcomed guests and offered quick assistance to handle diverse needs.
- Unloaded, unboxed, and transported merchandise and set up attractive displays.
- Monitored customers for signs of fraud and theft to prevent store losses.
- Monitored aisles, restocked store shelves, organized store products, and cleaned spills.
- Arranged merchandise to be visually pleasing and well organized, focusing on item accessibility and aesthetic appeal.
Assistant Manager
Claire's Boutique/Icing Boutique
Morrow, GA
08.2015 - 12.2018
- Assisted with administering policies and practices in human resources, compliance, safety, and quality assurance.
- Supervised hourly and temporary personnel, provided work direction, and reviewed work processes.
- Held area managers accountable for meeting deadlines, sales expectations, and performance goals.
- Engaged with team members, management, and customers to boost company productivity and morale.
- Reported losses, employee behavioral issues, customer complaints, and operational issues to upper-level management.
- Established and communicated key performance metrics and expectations to optimize sales, visual merchandising, and loss prevention.
- Created, implemented, and managed strategic sales plan to achieve high growth targets.
- Kept the team safe and efficient by maintaining clean tools, equipment and work areas.
- Backed up front lines by running register during busy store periods.
- Tagged merchandise for sale and retagged sales items with new pricing to increase the sales chance.
- Documented product movements, packages and order details using hand-held and machine scanners.
Sales Supervisor
Armani Exchange
Atlanta, GA
07.2013 - 01.2015
- Selected, managed, coached, and developed high-performing team of sales associates to meet or exceed sales targets.
- Created, implemented, and managed strategic sales plan to achieve high growth targets.
- Established and communicated key performance metrics and expectations to optimize sales, visual merchandising, and loss prevention.
- Met with sales leadership to provide detailed reporting on overall team performance.
- Oversaw sales team productivity and results to attain revenue goals and performance targets.
- Set high bar for customer service and trained staff in consultative sales techniques.
- Delegated work and assignments, giving clear direction and verifying execution.
Assistant Store Manager/Visual Manager
Dots, LLC
Fayetteville, GA
09.2011 - 06.2013
- Daily sales goals conversion, and credit card goals.
- Responsible for total store operations including cash handling, deposits, creation of schedules, recruiting, hiring and development of store talent.
- Assisting district manager in monitoring industry trends, evaluating competition, executing merchandise strategy, including product allocation and product management.
- Researched lifecycle, customer demographics, and design trends.
- Defined, designed, and implemented creative visual merchandising strategies.
- Arranged properties, merchandise, furniture, and other accessories as shown in prepared sketches.
- Dressed mannequins for displays.
- Rotated window displays, signage, and interior display areas to reflect changes in inventory and promotions.
- Created appealing, eye-catching visual displays to lead customers through entire store.
- Assembled displays, furniture, and products in store space using lights, colors, pictures, and other accessories to display products.
- Worked on sales floor and interacted with customers and employees to maximize and expand potential.
Customer Service Representative
Logisticare Solutions
Hapeville, GA
10.2011 - 05.2012
- Utilized computer systems to research and record account information.
- Assisted members with identifying and accessing care by locating in-network professionals.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Opened and closed accounts and processed applications.
- Informed customers and professionals on eligibility, benefits, claims payment, and authorizations.
- Interacted with patients, maintaining focus on courtesy, respect, and professionalism.
- Met and exceeded daily service quality and performance goals.
- Directed passengers to the designated areas to wait or proceed with loading.
- Utilized downtime to perform routine tasks, preventing service delays.
- Maintained good working relationship with co-workers and management.
- Completed all assigned tasks prior to shift end.
Assistant Store Manager
Body Central
Morrow, GA
07.2007 - 09.2011
- Restructured departments and modeled customer service techniques to advance sales position in competitive markets.
- Worked with corporate and executive-level staff to address operational needs and establish strategies for profit growth.
- Resolved problems, provided open communication, and recommended discipline and terminations.
- Developed and optimized spa's sales, marketing, and promotional strategies.
- Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
- Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements.
- Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences.
- Coordinated and supervised activities of team members to consistently meet customers' needs.
Education
Associate of Arts - Audio Technology and Business Management
SAE Institute
Atlanta, GASkills
- Customer service management
- Inventory control
- Staff management
- Employee training
- Loss prevention
- Store operations oversight
- Operations management
- Strategic planning
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Time management
- Goal oriented
- KPI monitoring
Accomplishments
- Overseeing multimillion dollar high volume companies
- Reducing metrics in shrink, Loss Prevention
- Exceeding Sales Goals
- Top Sales Manager in multiple companies
- Building clientele by creating relationships with customers to increase a store from being a low volume to a high volume store.
LANGUAGES
English, Fluent
Interests
Studying psychology
AWARDS
Leadership Award, Customer Service Award, Exceeding Sales Awards, Customer Service Representative Award, Loss Prevention Award
ADDITIONAL INFORMATION
- Top seller/ recognized for selling in all companies Call Center Recognition Awards
- Loss Prevention Award
Timeline
Selling & Service Manager/Assistant Store Manager
Anthropologie
05.2023 - 06.2026
Store Manager
The Athlete's Foot
02.2022 - 01.2023
Sales Lead
The Children's Place
12.2018 - 03.2019
Sales Manager
Bath & Bodyworks
03.2017 - 11.2019
Assistant Manager
Claire's Boutique/Icing Boutique
08.2015 - 12.2018
Sales Supervisor
Armani Exchange
07.2013 - 01.2015
Customer Service Representative
Logisticare Solutions
10.2011 - 05.2012
Assistant Store Manager/Visual Manager
Dots, LLC
09.2011 - 06.2013
Assistant Store Manager
Body Central
07.2007 - 09.2011
Associate of Arts - Audio Technology and Business Management
SAE Institute