Alicia Antoine
Account & Marketing Manager
Gouyave
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
10
10
years of professional experience
Work History
Business Manager
Sweets For My Sweet Candy Shop
2022.09 - 2025.02
- Researched industry and marketplace trends to enhance sales techniques and meet customer needs.
- Communicated with customers and vendors positively.
- Implemented cost-cutting measures, resulting in substantial savings for the business without compromising on quality or performance.
- Improved business profits through innovative cost containment and revenue generation techniques.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine business's product offerings.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Assisted with day-to-day operations, working efficiently and productively with all staff.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Business Manager
Re's Grocery & Bar
2020.03 - 2022.08
- Created, managed, and executed business plan and communicated company vision and objectives to motivate staff.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Executed business plans to further strengthen and maximize territory sales and profits.
- Researched industry and marketplace trends to enhance sales techniques and meet customer needs.
- Improved business profits through innovative cost containment and revenue generation techniques.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
- Developed comprehensive risk management strategies to minimize potential threats to business stability.
Quality Assurance Manager
Unique Vacations Grenada Ltd.
2018.11 - 2020.01
- Streamlined testing processes by introducing automated tools, increasing efficiency and reducing errors.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Determined quality department standards, practices, and procedures.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Evaluated interactions between associates and customers to assess personnel performance.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Implemented new quality assurance and customer service standards.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Championed continuous improvement initiatives, consistently seeking ways to optimize operations for better results.
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Gained extensive knowledge in data entry, analysis and reporting.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Quality Assurance Analyst
Unique Vacations Grenada Ltd
2018.03 - 2018.11
- Wrote and maintained detailed internal documentation on teams performance.
- Acted as a liaison between the QA team and other departments such as Training & Development, Customer Support, and IT, ensuring effective communication throughout.
- Participated in regular meetings with agents and supervisors to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Developed custom test scripts tailored specifically to each agent's unique requirements, resulting in more accurate assessments of performance capabilities.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
Consumer Reservations Sales & Service Agent
Unique Vacations Grenada Ltd.
2016.10 - 2018.03
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Contributed to increased sales revenue by upselling additional services and products when appropriate.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained up-to-date knowledge of product and service changes.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Exceeded performance goals consistently, earning recognition for outstanding service delivery.
- Responded proactively and positively to rapid change.
Quality Assurance Analyst
Clear Harbor GND
2015.03 - 2016.06
- Managed end-to-end test cycles for comprehensive evaluation of system performance and functionality.
- Enhanced software quality by conducting thorough testing and identifying areas for improvement.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to increase productivity and boost workflows.
- Reported progress, test metrics and results to project management team.
- Created and achieved product quality objectives and met product specifications.
- Participated in regular calibration sessions with agents and supervisors to discuss progress updates, communicate concerns or challenges, and ensure alignment of goals.
Education
Associate of Science - Social Sciences Education
T.A. Marryshow Community College
Tanteen, St. George05.2014
High School Diploma -
St. Joseph's Convent Grenville
Grenville, St. Andrew06.2012
Skills
- Assignment Delegation
- Inventory Management
- Financial Administration
- P&L Administration
- Department Oversight
- Employee Management
- Business generation
- Performance Evaluations
- Strategic Initiatives
- Training Management
- KPI Tracking
- Policy Development and Enforcement
Timeline
Business Manager
Sweets For My Sweet Candy Shop
2022.09 - 2025.02
Business Manager
Re's Grocery & Bar
2020.03 - 2022.08
Quality Assurance Manager
Unique Vacations Grenada Ltd.
2018.11 - 2020.01
Quality Assurance Analyst
Unique Vacations Grenada Ltd
2018.03 - 2018.11
Consumer Reservations Sales & Service Agent
Unique Vacations Grenada Ltd.
2016.10 - 2018.03
Quality Assurance Analyst
Clear Harbor GND
2015.03 - 2016.06
Associate of Science - Social Sciences Education
T.A. Marryshow Community College
High School Diploma -
St. Joseph's Convent Grenville
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