Alicia’s Resume
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Location: Albany, GA, USA
School: Bryant & Stratton College
Major: Human Resource Specialist

Alicia’s Resume

Alicia Lyles
Albany, GA

Highly skilled Tier 1 support professional. Knowledgeable in configuration and troubleshooting. Have several years of experience in MACs, tablets, smartphones, laptops, desktops, and routers. Very detailed oriented, have experience working with a diverse industry. Have great experience providing customer service. Have experience with canceling orders, navigating through screens, answering billing questions, taking payments, and documenting cases efficiently. Have experience in sales and lead generation. Self-motivated, can work under little or no supervision, can build rapport, restore the relationship, make great closing statements, provide enriching information. Greet customers with great enthusiasm. Can Acknowledge, align, and assure the customer a great experience and perform first call resolution. Active listener and socializing skills. Always keep a pleasant tone when dealing with upset or angry customers. Can work and help as a team. Knowledgeable in Microsoft office, outlook, Microsoft Excel, and browsers such as google chrome, safari, fire fox and internet explorer. Ensure that my customers are my first prority.
Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience:

Account Manager
Dougherty Loan and Tax Co - Albany, GA November 2017 to Present
Doing applications for personal and Tax loans. Updating account information, answering incoming calls and answering any account related questions, making outbound calls to inform customer of payment due and cash available. Addressing and sending out mail, Texting customer through computer system, and following all Personally identifiable information laws.

Rite Aid Pharamacy - Albany, GA March 2017 to Present
Manage retail staff, including cashiers and people working on the floor.
Meet financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Formulate pricing policies. Determine daily coupons. Ensure pricing is correct. Work on store displays. Coach, counsel, and train employees. Identify current and future trends that appeal to consumers.
Ensure merchandise is clean and ready to be displayed. Approve contracts with vendors. Maintain inventory and ensure items are in stock. Keep up with fluctuating supply and demand. Analyze operating and financial statements for profitability ratios. Ensure promotions are accurate and merchandised to the company’s standards. Utilize information technology to record sales figures,
for data analysis and forward planning. Ensure standards for quality, customer service and health
and safety are met. Ensure hours of operation are in compliance with local laws. Maintain store's cleanliness and health and safety measures. Organize and distribute staff schedules. Preside over staff

meetings. Help retail sales staff achieve sales targets. Manage different departments within the store. Handle customer questions, complaints, and issues

Mentor/Technical Support Telenetwork
Telenetwork Partners, Ltd - San Marcos, TX February 2015 to December 2016
Mentoring and training new hires, doing observations on the trainees, doing daily trainee reports, Monitoring calls, helping trainee get software installed, providing feedback to the trainee, demonstrating strong leadership skills, insuring trainee makes it the floor is a permanent hire. Providing Technical Support and Customer Service. Running diagnostics, troubleshooting, and configuring devices. Assisting in bill pay. Multi-tasking, Navigating through screens, documenting cases, screen sharing, performing first call resolution, actively listening to customers issue, building rapport, personalizing the experience, restoring the relationship, and obtaining information. Analyzing, using all resources, knowledgeable in TCP, and installing operating systems. Updating customer information. Always keep a pleasant tone when speaking with angry customers. Has knowledge in DSL and Fios, Configuring modems and computers, pulling firmware, rebooting optical terminal, network, bouncing ports, warm installing, setting up wifi connection and modem for wifi access, performing IP configuration, and submitting tickets. Replacing Modems, and
Up selling.

Customer Service
Uhaul P.O Box - Phoenix, AZ May 2014 to November 2016
Taking incoming calls, greeting customers, acknowledging, aligning, and assuring that I will solve the issue. Updating information. Always keep a pleasant tone when dealing with angry customers. Maintaining a professional and upbeat attitude, navigating through multiple screens, working at a fast past, answering back to back calls, canceling orders, answering billing questions, transferring
to correct department, documenting calls efficiently, communicating with other departments or locations, accepting payments, creating customer action files, multi-tasking, active listening, insuring my customers are my first priority.

Data Entry
eDegree Advisor - Boca Raton, FL October 2014 to July 2015
Correcting improper data, deleting unnecessary data. Imputing data into data base. Updating data. Complying with data security policy, verifying data and printing data when required.

Appointment Setter
ViaSource Solutions - Thousand Oaks, CA April 2012 to June 2014
Greeting customers, building rapport, meeting all specifications, personalizing the relationship, working at a fast past, maintaining professional voice communication, identifying needs, obtaining and inputting information in data base, making great closing statements, and controlling the call. Analyzing and making appointments. Updating information. Presenting a great demeanor. Always keep a pleasant tone when dealing with angry customers.

Assistant Manager
Tyty's Vairety Mart - Albany, GA April 2010 to August 2013
Making sure employees are adhering to policy and requirements, doing observations and daily reports. Assisting customers that's unsatified with service from employee or product. Walking the floor to make sure employees are maintaining, helping employees with any job related questions they may have if they are unsure of something. Pulling drawer (cash registers) to maintain a certain amount of money. Recruiting and Training new hires, making sure new hires transition smoothly into the job. Ensuring schedules are met. Updating customer information. Always keep a pleasant tone when dealing with angry customers.Ensuring customer satisfaction, ability to problem solve, monitoring operating cost and budgets. Securing company guidelines, organizing, coordinating, and implementing strategies.


Associate in Human Resources
Bryant & Stratton College-Online - Buffalo, NY
March 2019 to Present

Associate in computer Science and information technology
Everest University - Orlando, FL
2014 to 2015

Trade School - Albany, GA
2007 to 2008 Skills
Customer Service (6 years), Technical Support (3 years), Microsoft Office (10+ years), Excel (3 years), Powerpoint (3 years), Leadership Development (2 years), Mentoring (2 years), Sales (4 years), Management (3 years), Account Management, Salesforce, CRM, Data Entry

Human Resource Specialist