Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Alicha Wills

Richview

Summary

Dynamic leader with proven expertise in team leadership and customer relationship management honed at Hobby Lobby and Dairy Queen Grill & Chill. Excelled in fostering employee growth, reducing turnover by implementing competitive compensation, and enhancing customer satisfaction. Skilled in money handling and motivating teams to exceed goals, achieving significant improvements in service quality and financial performance.

Overview

23
23
years of professional experience

Work History

Assistant Manager

Hobby Lobby
10.2017 - Current
  • 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.
  • Generated repeat business through exceptional customer service.
  • 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.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

General Manager in Training

Dairy Queen Grill & Chill
03.2002 - 07.2014
  • Reduced employee turnover rates by fostering a positive work environment and offering competitive compensation packages.
  • Monitored financial performance, identifying areas for improvement and making data-driven decisions to optimize profitability.
  • Conducted regular performance reviews for staff members, providing constructive feedback and setting achievable targets for professional growth.
  • Partnered with human resources department to recruit top talent for key positions within the organization.
  • Managed day-to-day operations, delegating tasks as necessary to ensure smooth workflow within the organization.
  • Implemented cost-saving measures, leading to significant reductions in overhead expenses without compromising service quality or customer satisfaction.
  • Coordinated special events to drive brand awareness and increase foot traffic within the establishment.
  • Oversaw inventory management to maintain optimal stock levels, reducing waste and associated costs.
  • Maintained strict adherence to local regulations and industry standards, promoting a safe working environment for both employees and customers alike.
  • Achieved higher team performance by implementing effective training and development programs for staff members.
  • Collaborated with other department managers to create cohesive business strategies aimed at achieving company goals.
  • Fostered an atmosphere of continuous learning among team members by encouraging participation in relevant industry workshops or conferences.
  • Developed strong relationships with suppliers, ensuring timely deliveries and favorable pricing agreements.
  • Enhanced customer satisfaction levels by addressing their concerns promptly and professionally.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • 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.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Education

HS Deploma -

Montgomery County High School
Mt.Sterling, KY
05.1999

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Problem-solving
  • Time management
  • Customer relations
  • Team motivation
  • Goal setting
  • Team building
  • Customer relationship management (CRM)

Accomplishments

Multiple letters from customers to corporate office complimenting their satisfaction with the customer service provided, worked my way up from seasonal help to assistant manager, learned and can do all areas of the store including unloading stock, inventory counts, cash office that includes deposits. I work well with others and under pressure and encourage my teammates.

Timeline

Assistant Manager

Hobby Lobby
10.2017 - Current

General Manager in Training

Dairy Queen Grill & Chill
03.2002 - 07.2014

HS Deploma -

Montgomery County High School

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Alicha Wills