Alicia Randolph 210-***-****

**** **** ****** ac1szl@r.postjobfree.com

San Antonio, TX 78238

Profile

Customer service oriented individual with an understanding of consumer behavior and the ability to work well in a team, as well as, independently. Have a strong work ethic, excellent communication and interpersonal skills, leadership capabilities, and seeking a work environment that I can contribute to, be challenged by, and learn from. Intermediate in Microsoft Word and PowerPoint; some knowledge of Excel and several Adobe Master Class CS5/CS6 programs

(Photoshop, Illustrator, In Design, Premiere Pro); an average of 45 WPM; and 17+ years of customer service experience. Experience

Mokara Hotel and Spa

Spa Concierge / Spa Ambassador

6 / 2014 – 3 / 2017

• Ensured accurate spa reservations upon check-in and assisted guests with booking additional spa services.

• Maintained a clean spa environment and replenished spa products throughout the business day and for the next business day.

• Conducted daily tours to promote cross-selling opportunities for our technicians with new and existing clientele.

• Promoted current and upcoming spa packages and implemented up-selling opportunities whenever possible.

• Delivered food and beverage items ordered by our spa guests and amenities provided by the Spa for special occasions.

• Assisted in resolving guest issues by following-up with that guest during and upon resolution.

• Ensured customer satisfaction and relayed customer feedback to the appropriate management team(s).

• Attended monthly internal department meetings to go over future Spa business goals and responsible for distributing the meeting minutes and educating the Spa Team of newly appointed regulations. Yardley’s Salon and Spa

Lead Services Liaison

5 / 2008 – 1 / 2010

• Maintained an organized daily appointment book for over 30 employees by creating a more accurate and efficient customer profile system (Contact and Referral Information, Preferred Technicians, Medical Conditions, and Consent Forms); oversaw employee time-sheets; became the main liaison between technicians and clients; and balanced follow-up, confirmation, and incoming calls.

• Trained 3 newly hired receptionists and the direct coordinator for all advanced bookings (Individual and Group Events).

• Conducted daily tours to promote cross-selling opportunities for our technicians with new and existing clientele.

• Increased revenue by 10% in retail sales, and new clientele by 20%, by creating customized gift sets and networking with nearby businesses.

• Balanced a multitude of opening and closing procedures to include: balancing cash registers, distributing tips, inspecting salon and spa treatment rooms, and providing itineraries for the current and next business day for each employee.

Target

Softlines Logistics Team Member

2 / 2007 – 7 / 2007

• Received approximately 20 to 40 boxes of retail items each morning to be accurately distributed and preferably completed before the store opened for business.

• Executed suggested retail item schematics and have implemented merchandising knowledge to create new and effective product placement for the items without a schematic to follow.

• Replenished recently purchased retail items and responsible for avoiding shrinkage and organizing all backstock for the: Women’s Clothing, Women’s Accessories, Hair and Makeup, Infant, and Children’s departments.

• Assisted customers in locating their desired retail item(s) and provided solutions and/or information regarding their product options, questions, and concerns.

HEB

Cashier

10 / 2006 – 2 / 2007

• Increased productivity by ensuring accurate pricing, coding, coupon redemption, and maintaining a high IPM rate

(Items Per Minute) during check-out.

• Implemented up-selling opportunities whenever possible during check-out to increase revenue sales.

• Ensured customer satisfaction and relayed customer feedback to the appropriate management team(s). Subway

Sandwich Artist

7 / 2006 – 3 / 2007

• Followed required food preparations and guidelines to help increase productivity for the next business day.

• Worked both drive-thru and in-store point-of-sale systems, as needed, to fulfill requested food orders and to maintain an effective turnover rate during peak hours.

• Maintained store cleanliness and product replenishment throughout the business day. The Westin La Cantera Resort

Catering and Conference Services Assistant

5 / 2002 – 7 / 2005

• Assisted 6 to 10 people in the Catering and Conference Services department, and occasionally, the PR Manager.

• Mailed press kits and hotel brochures for individual and group event planning.

• Distributed any changes made for all in-house groups to include: Itineraries, Banquet Event Orders, Resumes, and VIP Amenities to the appropriate hotel departments.

• Organized all BEO Kits for both the Sales & Marketing and Catering & Conference Services teams to utilize in their one-on-one meetings with their group event contacts.

• Booked and serviced internal department business meetings and responsible for distributing their meeting minutes.

• Distributed all incoming hotel mail received for both guests and in-house departments. The Westin La Cantera Resort

Front Desk Agent

6 / 2000 – 5 /2002

• Ensured accurate hotel reservations upon check-in and final billing upon check-out.

• Promoted room upgrade possibilities and upcoming promotional packages to all hotel guests.

• Assisted in resolving guest issues by following-up with that guest during and upon resolution. Education

Sanford-Brown College

San Antonio, TX

BFA Advertising Design

Cumulative GPA: 3.79 / 4.00

President’s List: 2011, 2012, 2013, 2014, and 2015 Graduated, March 2015

Accomplishments

Master of Ceremonies

B More U 2nd Annual Lingerie Fashion Show, 2012

• Helped this organization to promote breast cancer awareness alongside The Alamo Breast Cancer Foundation and personally collected over 50 of the 300 gently used bras we donated to The Battered Women’s Shelter during Breast Cancer Awareness Month.

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