Alicia Smith Email & Phone Number

Katy, Tx, Us

Houston, Texas, United States

Remote

Portland, Oregon Area

º Drive the service performance across internal and partner teams in the region, and communicate business reviews and findings to senior leadership and regional stakeholders.º Influence strategy decisions regarding regional growth and continuous improvements in the following areas:- Accessibility via Social Channel- New channel and expansion of coverage in line with business growth and priorities- Operational excellence including time to response and efficiency metrics.º Execute strategic initiatives within the regions and in partnership with the Global Service Manager and regional Social Media Partner Lead.º Provide operational insights and feedback to prioritise tools, infrastructure and technology investments.º Own and execute end-to-end people strategy and management, including hiring, onboarding, talent development, retention management and team engagement.º Drive agreed performance to meet metrics goals for both internal and partner teams in close partnership with Partner Management. º Clearly articulate staffing requirements in region to maintain service levels, and work with recruiting and/or Partner Management as appropriate to ensure hiring actions are implemented.º Proactively analyse and report on performance using Monthly, Quarterly and Global Business Reviews to respective key stakeholders.º Influence and develop communication strategy to drive team forward. Clearly communicate direction and goals while providing regular coaching for performance and career growth.º Hold the expertise in functional domain as subject matter experts. Provide leadership, guidance and peer-to-peer coaching to counterparts and peers, in addition to leading teams and guide them to navigate through complex tasks.

Lawrence, Kansas Area

•Site leader for a 300-seat customer excellence center supporting 2 programs with over 500 employees to include support staff.•Focused in driving fiscal accountability and improvements through daily management of financial indicators to ensure that profitability commitments are met.•Implemented site cultural changes to help drive improvements in shrink and attrition through focus on utilization of compassion and humility through every interaction. •Responsible for leading functional leaders to include Human Resources, Information Technology, Recruitment, Training and Operations.

Las Vegas, Nevada Area

Partnered successfully with travel clientele to produce exceptional customer service through contractual goals. Train, coach, and mentor 14 Team Managers to ensure smooth adoption of the new program in addition to offering constructive feedback and taking interest in their long-term career growth. Implement innovate programs to increase employee loyalty and reduce turnover. Developed and rolled out new policies.

Las Vegas, Nevada

Mentor and coach 6 Team Managers by offering constructive feedback and taking interest in their long-term career growth. Develop, train and manage team managers. Observe and manage performance and service quality to guarantee user and client satisfaction. Encourage and motivate the team by frequent recognitions. Conduct daily pre-shift and weekly team meetings to ensure organizational efficiency.

Houston, Texas Area

Assisted in the launch for a new government line of business in two regions resulting in theaddition of 1200 new positions.Conducted training, managed and developed core groups of customer service consultantsproviding medical care to US Veterans.Consistently met client expected measurable results and objectives.Partnered with Talent Acquisition to conduct interviews for external candidates to ensure theright fit for our talent profiles.Maintained professional and technical knowledge by attending educational workshops;reviewing professional publications and articulating new information to employees in anengaging way.Contributed to team effort by accomplishing related results as needed.Driving client desired results, meeting KPIs including appointment setting, average handle time,productivity, utilization, and customer feedback.

Sugarland, Texas

Highlighted the difference between competitive brands and managed brands throughinnovative merchandising campaigns. Coached and mentored over 400 staff members by offering constructive feedback and taking interest in their long-term career growth. Prevented store losses using awareness, attention to detail and integrity. Managed cash stock and inventory balances accurately. Worked under strict deadlines and responded to service requests and emergencycall-outs.

Columbus, Georgia

Conducted daily pre-shift and weekly departmental meetings to ensure organizationalefficiency. Scheduled and directed staff in daily work assignments to maximize productivity. Continually monitored drive-in and took appropriate action to ensure food quality and service standards were consistently met. Exhibited a thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.

Columbus, Georgia

Answered customers' questions and addressed problems and complaints in person andvia phone. Offered exceptional customer service to differentiate and promote the companybrand. Balanced the needs of multiple customers simultaneously in a fast-paced retailenvironment. Built and maintained effective relationships with peers and upper management.Processed all sales transactions accurately and in a timely fashion.