Aricka Heard

***** ****** **** *****

540-***-****

ad06u0@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated Customer Service Manager/Store Manager with 15+ years of experience leading teams and optimizing customer interactions. Proven track record of enhancing customer satisfaction through effective training, process improvement, and proactive problem-solving. Skilled in team leadership performance metrics, and cross-functional collaboration. Also, skilled in retail operations and team management. Adept at driving sales growth, optimizing inventory management, and ensuring a seamless shopping experience. Proven ability to lead and develop high-performing teams. Committed to delivering outstanding store performance and customer satisfaction.

Team Facilitation

Process Improvement

Customer Service

Quality Assurance

Quantitative Data Analysis

Training and Development

Policy Implementation

Organization/Communication

Microsoft Office 365 Suite

PROFESSIONAL EXPERIENCE

Harris Teeter – Alexandria, VA 12/2008 - Present

Customer Service Manager

•Developed and implemented processes and procedures to improve operational efficiency.

•Overseed cross-functional work areas targeted to resolve issues raised by customers.

•Managed the customer service operations, which deal directly with customers and the first point of contact.

•Developed, tracked, and reported key performance measurements for the unit.

•Maximized controllable profit and minimize expenses, while maintaining Harris Teeter Standards in a union-free environment.

• Responsible for a retail store with sales ranging from $75,000 to $750,000 plus per week.

•Supervised up to 250 associates in the retail store.

•Responsible for the overall direction, coordination, and evaluation of assigned departments.

•Carried out supervisory responsibilities by Harris Teeter’s policies and standards.

•Responsibilities will include interviewing and training associates; planning, assigning, and directing work; assisting in appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Starbucks, Inc. – Woodbridge, VA 01/2006 - 06/2008

Store Manager

•Demonstrated a calm demeanor during periods of high volume or unusual events and managed smooth transitions thereafter to keep the store operating to standard and to set a positive example for the store team.

•Displayed a customer-comes-first attitude by training and holding partners accountable for delivering legendary customer service.

•Drove the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives.

•Managed with integrity, honesty, and knowledge that promotes the culture, values, and mission of Starbucks.

•Planned, identified, communicated, and delegated appropriate responsibilities and practices to store partners to ensure a smooth flow of operations.

•Provided coaching and direction to the store team to take action and achieve operational goals.

•Constantly reviewed store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.

Exxon Mobile– Woodbridge, VA 08/2004 - 12/2006

Store Manager

•Ensured their team provided outstanding hospitality and customer service by following established policies and procedures.

•Responsible for the development of strategies for maximizing store sales by executing marketing programs.

•Responsible for the overall operation of the convenience store.

•Maintained high standards of cleanliness and sanitation.

•Responsible for controlling operational costs of the convenience store including inventory, store supplies, expenses, and labor.

•Responsible for instilling a professional, high-energy, and team-oriented atmosphere.

•Responsible for coaching, disciplining, and discharging all store employees.

•Responsible for all staffing of the store including recruiting, maintaining appropriate staffing levels, and an acceptable level of employee turnover.

McDonalds– Fredericksburg, VA 09/2001 - 12/2003

Store Manager

•Overseed the restaurant’s day-to-day operations: managing staff, scheduling shifts, and ensuring that the restaurant is clean and well-maintained.

•Managed budgets and finances: McDonald’s managers are responsible for managing the restaurant’s budget and ensuring that financial goals are met. This may include managing inventory, controlling costs, and analyzing financial data.

•Provided excellent customer service and handle customer complaints or issues professionally and effectively.

•Responsible for hiring, training, and evaluating staff, as well as enforcing company policies and procedures.

•Ensured that the restaurant complies with all health and safety regulations and standards.

•Managed paperwork and other administrative tasks, such as preparing reports and scheduling maintenance.

EDUCATION

High School Diploma, Patrick Henry High School, Roanoke, VA – 1991

Virginia Commonwealth University - 1992 - 1995

DeVry College - 2022 - Present (GPA 3.8)

CERTIFICATIONS

Customer Service McDonalds – 2002

AWARDS

Harris Teeter Customer Service Award - 2016

DeVry Deans List - 2023

TECHNICAL SKILLS

Software: Microsoft Office 365 Suite, SharePoint

Operating Systems: Mac / Microsoft Windows (95, 98, XP, Vista), Windows 7, Windows 8

Work Force Management (WFM), Verbal Communication, Resolving Conflict, Listening, Multi-tasking, Customer Service, General Math Skills, Promoting Process Improvement, Problem Solving, Thoroughness, Quality Assurance Focus

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