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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

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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.

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 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.

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 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.

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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

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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!”