Alisha Smith
Charlotte
Summary
Articulate, self motivated and dedicated professional with a proven record of providing supervisory, customer service, Human Resource, accounting, budget administration, marketing and organizational skills. Seeking a position where talents can be shown while discovering new challenges.
Overview
11
11
years of professional experience
Work History
Assistant Store Manager
LensCrafters
Concord
08.2024 - Current
- Supervised cash handling processes to ensure accuracy of transactions.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Conducted regular performance reviews of staff members in order to identify areas for improvement.
- Trained new employees on store policies, procedures and customer service standards.
Case Manager
Bank of America
Charlotte
01.2023 - 08.2024
- Implement and execute daily task to complement strategic and operating plans.
- Maintain a thorough knowledge of the company’s available services and lines of business.
- Champion the execution of tactical initiatives to maximize the customer experience.
- Coordinated and assisted in development of various internal/external engagement efforts.
Call Center Team Lead
Republic Services
Charlotte
10.2019 - 05.2022
- Provided coaching and guidance to call center team members on customer service skills.
- Managed day-to-day operations within the call center environment.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Resolved escalated customer inquiries in a timely manner.
- Identified opportunities for process improvements within the call center department.
- Developed and implemented strategies to improve customer satisfaction ratings.
- Implemented strategies to achieve and exceed key performance indicators (KPIs) for call center operations.
- Managed team of customer service representatives to ensure high quality of service and meet performance targets.
- Managed customer concerns with calm demeanor and knowledgeable service.
Inside Sales Consultant
Republic Services
Charlotte
08.2014 - 10.2019
- Provided timely follow-up on inquiries from potential customers via phone and email.
- Provided training and guidance to junior staff members on best practices related to inside sales operations.
- Created detailed reports outlining sales performance metrics such as revenue generated vs. targets achieved.
- Utilized CRM systems effectively for tracking customer interactions and updating data accurately.
- Analyzed customer needs and identified solutions to meet their requirements.
- Ensured compliance with internal processes and external regulations related to sales activities.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Resolved customer complaints in a professional manner while upholding company policies and procedures.
Education
Associate of Science - Marketing
Community College of Rhode Island
Warwick, RI05-2000
High School Diploma -
Classical High School
Providence, RI06-1998
Skills
- Customer Service & Marketing
- Training support
- Technical support
- Project management
- Virtual and In Person Leadership
- General office skills
References
References available upon request.
Timeline
Assistant Store Manager
LensCrafters
08.2024 - Current
Case Manager
Bank of America
01.2023 - 08.2024
Call Center Team Lead
Republic Services
10.2019 - 05.2022
Inside Sales Consultant
Republic Services
08.2014 - 10.2019
Associate of Science - Marketing
Community College of Rhode Island
High School Diploma -
Classical High School