Alicia Faucher
Minnetonka
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Membership Concierge III
Life Time
06.2017 - Current
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Efficiently managed lost-and-found items, reuniting guests with their possessions whenever possible.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
Store Manager
Caribou Coffee
05.2014 - 01.2016
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed inventory control, cash control, and store opening and closing procedures.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Supervised guests at front counter, answering questions regarding products.
- Approved regular payroll submissions for employees.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Improved customer satisfaction through staff training in customer service and product knowledge.
Assistant Store Manager
Caribou Coffee
07.2012 - 05.2014
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Rotated merchandise and displays to feature new products and promotions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Shift Supervisor
Caribou Coffee
09.2006 - 07.2012
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Responded to and resolved customer questions and concerns.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Education
High School Diploma -
Hopkins High School
Minnetonka, MN06.2006
Skills
- Reservation Coordination
- Vendor Interaction
- Event Planning
- Customer Service
- Guest Relations
- Cash Handling
- Administrative Support
- Reservations Management
- Guest Experiences
- Training and Mentoring
- Safety Procedures
- Team Supervision
- Telephone Etiquette
- Guest Services
- Guest Accommodations
- Interpersonal Communications
Timeline
Membership Concierge III
Life Time
06.2017 - Current
Store Manager
Caribou Coffee
05.2014 - 01.2016
Assistant Store Manager
Caribou Coffee
07.2012 - 05.2014
Shift Supervisor
Caribou Coffee
09.2006 - 07.2012
High School Diploma -
Hopkins High School
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