pg. 1

Alicia Lewis Greenville, SC 29609 ⦁ (828) 333-2225 ⦁ be.innovative.motivated.creative@outlook.com

Sales Performance Manager - Coaching and Development – Retail/Corporate Trainer

“Exemplary training skills through diverse leadership roles, strong team building, use of analysis, Principles, Best Practice, creativity, communication, observation and positivity.”

Performance Profile/Performance Summary

21 years of customer service and administrative leadership by growth through strong work ethic, the ability to identify and analyze areas of revenue generation, due to business acumen. Utilizing creativity to build cohesive teams, being a team player and working cross-functionally between various departments/locations to help measure and enhance performance. Diverse management has led to well developed communication skills, implementation/supplementation of training methods; multiple Adult Learning Methods, LMS’, use of presentation and facilitation, One on One/Group; Roll play, observation, coaching, Ask vs. Tell, being open to and ask for associate feedback and suggestions. Constantly keeping updated on training techniques and programs by research based on revenue effectiveness.

Core/Professional Competencies

√ Adult Learning Principles √ Various LMS √ Training √ Manager ~Retail, Sales, Admin. √ Interpersonal Communication √ Problem Solving √ Coaching & Development √ Continuous Learning √ Adaptability √ Team Effectiveness √ Customer Focus √ Decision Making √ Business Partnering √ Performance Analysis √ Facilitation Skills √ Leadership √ Relationship Building √ Participant Centered Learning √ Presentation Skills √ Data Gathering & Analysis √ Team Player √ Time Management √ Coordination √ Prioritizing √ Motivation √ Creativity √ Commitment √ Planning & Organization √ Multitasking √ Flexibility √ Reliability √ Determination √ Loyalty √ Integrity √ Open to Relocation

Technology Competencies

MS Office 2007 & 2013 LMS – OPUS, LBOS, ANGEL MAS – Custom Commercial Multi-Branch Scheduling & Coordination Software Multiple POS Systems Quickbooks 2007 – Quickbooks Pro 2012 Quicken 2007 Intuit Credit Card & Account Management Software/System OpenOffice 2008 – 2013 Social Network Marketing e-Commerce Proficient with Mobile Technology, Data Network & Enterprise Servers

pg. 2

Professional Experience

Estate Liquidators June 2010- Present South’tiques March 2012-Feb. 2014

Purveyor/Co-Owner (Daily Operations) Direct the daily operations of a Luxury Goods-Antique “Brick and Mortar” Boutique and Estate Liquidation business, servicing on average 500 store customers weekly and approximately 15 Estates per year Analyze daily sales data to identify areas of revenue opportunities, such as what types of items are selling for each dealer. Then utilize that information to direct the dealer’s purchasing to generate more effective customer service and sales.

Coordinate, communicate, and organize customer service requests, as well as work cross-functionally with sales, dealer relations, and Estate Liquidator appointments.

Root out any complications or problems that have an effect on revenue generation, performance issues, and overall sales effectiveness, utilizing resources to provide solutions, as well as addressing issues and complaints in a timely manner, which led to profit gains in the first year

Assessed performance of advertisement, saving South’tiques and Estate Liquidators $1,070.00 in advertising fees in the first year, by taking over all social media and e-commerce.

Train partner on use of technology, customer sales approaches, overcoming objections and updating social media marketing.

Customized Quickbooks Pro 2012, tailored to fit specific needs for dealers, consigners, and monthly sales tax reports. As well as integrating credit card service so that reports could be coordinated through the Quickbooks account hence streamlining all reports.

Evaluated estates, photographed and cataloged items, researched current values using multiple sources. Inventoried, printed researched fact materials with prices for each item, tagged, copied inventory, research, and prices for business and clients. Staged, advertised, created standing signage and managed hiring of movers. At the end of each sale inventoried each sale ticket with inventory item, created and printed sales spreadsheets, and reconciled cash and checks with sales income and provided clients with monetary spreadsheets and client payout check.

AT&T Mobility, NC July 2008 – May 2010

Lead Sales Consultant (Managerial Duties) January 2009 – May 2010

Direct the nightly operations of a mid-sized corporate mobility retail store, servicing approximately 1ooo customers per week. Managed staff of 6 during managerial shifts in the area of sales and customer service, cash management, employee relations and coaching, employee end of day paperwork supervision and drawer check, merchandising, promotions, overrides, discounts, credits, and security.

Provided coaching and development by observing their customer interactions and selling approach.

pg. 3

Received award for receiving 100% positive Customer Feedback using the company’s random Customer Feedback Tool and most optional “voice recorded” praises of sales techniques, personality, listening to and meeting customer’s needs during employment.

Exceeded all sales goals and was top metrics for the entirety of employment. Was praised by Management for being the only person in the store that, “Never had a bad

day.” and was “…exemplary team player and always go out of the way to help your teammates.”

Retail Sales Consultant (Mobility) July 2008 – January 2009

Exceeded in Gross Adds, add a line, upgrade, feature, accessory, laptop card, and home service sales, customer service and education, continuous learning and knowledge of equipment and services, contracts, FCC Regulations, and enthusiastically worked in a team capacity. Operating OPUS, POS, and LMS systems, cash management, daily sales reports, work in a team driven environment with the knowledge to step in and assist when needed, overcoming objections, and opening and closing store and registers, and cash drop procedures.

By breaking out and taking the initiative, brought in high metric gains with several business accounts which created referrals, also achieved.

Largest “personal” clientele base in store, customers that would refuse to work with another Consultant, even at times when it meant a 2 hour wait.

Only employee to have never received a correctional action for anything; attendance, metrics, sales approach, or appearance.

Greeted every customer, asked open ended questions to uncover needs, and thrived in a team environment.

U.S. Cellular – Authorized Retailer, NC January 2008 – July 2008

Manager (2 Location – General Operations)

Hired to turn around stagnant sales force at 1 location by successfully recruiting, training through implementing Adult Learning Principles, observation, one on one, Ask vs. Tell, team building, and merchandising, establish new 2nd location, train the new hires using additional training techniques; group training, role play, action plans. Created a training curriculum by utilizing a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training program. Direct the daily operations, Manage staff of 10 in the areas of sales approach, product knowledge, customer service, cash management, sales forecasting, employee relations, promotions, and produce metrics to accomplish the company’s 7 year goal to achieve “Platinum Status” giving them a preferred retailer status, and giving them the highest corporate support and resources by developing specific goals and plans to prioritize, organize, and accomplish goals while working cross-functionally with other departments to maximize results.

Analyzed demographics to find target customer base and realized the need to reach out to the large Hispanic demographic. By utilizing the 2 full time and 1 part time bi-lingual employees to help set up a booth at the largely attended “Dios de Niños” festival, worked with corporate representative to have the tent, U.S. Cellular children’s treats, and Spanish brochures supplied, saving our company money.

pg. 4

Came up with face painting, to give consultants time to talk through offers and ended not only with just 3 onsite sales but a 25% increase in traffic.

Was given approval to rent a booth once a month at the “Market”, again succeeding in gaining on site sales and more traffic to the locations. Drawing the attention of La Voz, the largely circulated Hispanic paper that lead to an interview and subsequently the locations were given a full page spread on how the locations were not only reaching out and having accessible bi-lingual staff, but also participating in the Hispanic community as well as being the only company, at that time, to offer a nationwide plan that included Mexico.

Due to hiring bi-lingual staff and using analysis to reach a hugely untapped wealth of customers which led to a large and sustained increase in sales, received a visit from the Corporate U.S. Cellular V.P. of Sales, East Region Thomas P. Catani. Mr. Catani, in the presence of the owners of the retail company, said; “This is the most professional and knowledgeable retail staff I’ve ever seen”. The company reached “Platinum Status”.

For reaching Platinum Status was awarded with a dinner at Ruth’s Chris in Knoxville and a Blackberry data phone.

Implemented a training curriculum, after being approved at 1st monthly Manager’s meeting and effectuated a professional dress code, which included customizable, reusable magnetized name tags, thus saving the company money and became a company-wide mandate.

AT&T - Authorized Retailer November 2007 – January 2008

Manager (General Operations)

Hired to manage a staff of 3 in a small underperforming store. By setting the tone, pace, and customer experience by example, creativity, teamwork, communication, networking and knowledge of Adult Learning. Implementation of corporate curricula, continuous learning, observing associate behaviors in their interactions with clientele to analyze performance and utilize opportunities for team coaching, one on one action plans, and roll play. Applied analysis to develop and adapt training programs and curricula that created a confident, cohesive, prepared team and individual performance to carry the location to the top of the highest revenue sales metrics in the district.

Through networking, promotional days, and incentive flyers the store went from underperforming to exceeding sales goals and was mentioned in every daily morning management call for continued successes in achieving the highest metrics for Data phones, features, and accessory packages, being the most revenue sales, yet being the smallest store in the district.

Increased location awareness by using creative problem solving to develop “Child’s Safety Day”, in which the Police and Fire Departments participated with the “Fingerprint Program” and “Fire Whistles” that included photos of the children on the Fire truck.

Also, by networking with neighboring businesses “Chucky Cheese” and “Philly Joe’s” provided coupons that were turned into “Parent Gift Bags” that included the coupons, a buy one accessory get one free coupon, brochures on plans offered and current promotions along with a store business card.

Created approved incentive flyers for 3 referrals get 1 free accessory of choice. In this, also created incentive for each associate to pass out the flyer on their free time, they attached their cards to flyers and the most cards that came back received a “Starbucks” gift card, out of pocket.

pg. 5

NEGC/B&B – Phoenix Crane, GA May 2005 – November 2007

Office Manager (Operations) December 2005 – November 2007

Multi-branch management of staff of 10 by multitasking, coordination of jobs by prioritization, liaison for main office with authorization to make executive decisions for the Athens and Gainesville branches such as finding and signing lease for new location for the Athens branch. Scheduling and charting weight capacities for each job, dealing with customer relations and customer retention, responsible for facilitation of monthly Safety meetings, new hire training on company procedure and policy, corrective measures, execution of new sales approaches and networking avenues for job leads. Also creating a team atmosphere by utilizing training materials to institute roll play in new policy situations. Delivered results by showing accountability in maintaining all payroll, collections, accounts payable, accounts receivable, aging reports, job detail reports, customer contact summaries, permit logs, scheduling drug screening, and setting up all new accounts for the Athens and Gainesville branches in an organized and timely manner.

Awarded upgrade to “Executive” status with credit card and personal cell phone Was told by the owner of the company, “If you ever want to come back you will always

have a job with us.”

Dispatch/Secretary May 2005 – December 2005

Worked with MAS and Microsoft Office programs to schedule Athens branch jobs, charted boom, radius capacities for estimating services, dispatched crane operators to scheduled jobs, worked with GA-DOT for road permits, prepared weekly Fed-ex packets, answered phones and dealt with customer service requests.

Took initiative to create and implement a multi-branch intranet office file sharing system.

Designed a weekly package bill of lading with index spreadsheet to streamline billing and payroll process. Solving the lack of expedience and organizational issues between the Athens and Gainesville branches. Resulting in a new company-wide system that expedited invoicing and payment for service.

Bath & Body Works, GA October 2004 – November 2006

Sales Lead (Assistant Manager/Key Hourly) March 2005 – November 2006

Directed the nightly and weekend operation of a high volume specialty store owned by the Limited Brands servicing over approximately 3000 people per week. Managed staff of 24 in the areas of sales, customer experience, as well as using LBOS/LMS for continuous learning, observing associate sales behaviors, customer interaction, using opportunities for team coaching, one on one associate coaching and chat in, creating a daily store focus, associate sales goals, mid-segment updates, inventory, testers/damages logs, store supply ordering, coordinating floor sets, determining associate strengths for zone selling strategies, opening and closing store, leading by example, continuously fronting product with associates and restock at

pg. 6

close of day, end of day reports, bank deposit, administrative operations on registers (returns, voids, and overrides).

When leaving, the District Manager came to my store and asked, “What will it take to keep you?”

Part-Time Sales Associate October 2004 – March 2005

Meeting corporate sales goals, greeting every customer, telling every customer about promotions, LBOS/LMS, product knowledge, chat in, stock, fronting shelves, always “demonstrated the product” on each customer.

Was rewarded for highest specialty selling and was put on conference call with managers in the Region to explain selling approach and coaching associates on approach. Was given a substantial gift card.

Exceeded all sales goals. Passed all product tests with 100% on LBOS/LMS. Sold the most promotional products in store.

Education

Macomb Community College Transfer Program, Warren, Michigan – Virtual Classroom

1992-1994 Bachelors of Business 2008-2009 Bachelors of Marketing

Currently on hold, but still considered an active student Last semester attended was on Dean’s List Was offered a Professor’s assistant position for a Marketing Pilot Program

Center for Creative Studies, Detroit, Michigan

1989 – 1991 Master of Fine Art

First dual enrollment student, on full scholarship.

Professional Development

LMS/OPUS – 8 hours Home Line Services – 8 hours Management and Training Seminar – Whale Done, Ken Blanchard – 8 hours LBOS Playbook – 4 weeks LMS/LBOS – Continuous Learning 1-2 hours per session CSL Continuous Learning Guide

References available upon request

“Communication, Creativity, Coaching and Development. I live for the Light bulb to come on!”