Alicia Sands

Client-focused service professional with 10+ years of experience supporting diverse customers in fast-paced, high-volume environments. Skilled in active listening, needs assessment, conflict resolution, problem solving, administrative coordination, and communicating information clearly and empathetically. Experienced in handling sensitive service concerns with discretion, navigating multiple systems, and balancing individual needs with service standards.

Brings a Diploma in Public Relations, strong digital literacy, leadership experience, and a genuine interest in helping people access appropriate information and support.

Sleep Expert - Sleep Country Canada - Oshawa, ON

(2021-01 - 2024-12)

• Provided personalized, client-focused consultations by listening to individual needs, asking questions, and identifying appropriate products and service solutions.
• Managed a high volume of client inquiries and daily operational needs while maintaining professionalism, empathy, and attention to detail.
• Handled sensitive financial and service concerns with discretion, patience, and a solutions-focused approach, working toward positive resolutions.
• Explained product, service, ordering, and delivery information clearly and consistently to support informed client decisions.
• Used Citrix, Microsoft Office Suite, and internal scheduling systems to process transactions, maintain accurate information, and coordinate deliveries.
• Balanced competing priorities independently while collaborating with colleagues to resolve issues and maintain service standards.

Cash Lead / Floor Supervisor - ZARA Canada - Oshawa, ON

(2017-01 - 2021-12)

• Supported customers and team members in a fast-paced environment, responding to concerns and adapting communication to different needs and situations.
• Managed escalated customer issues calmly and professionally, using active listening and problem-solving to determine appropriate resolutions.
• Supervised front-end operations and coordinated across departments to maintain efficient service and a positive customer experience.
• Trained and guided team members on customer interaction, problem-solving procedures, and operational standards.
• Supported management with daily decision-making, workflow coordination, and maintaining team cohesion.

Customer Service & Administrative Roles - Early Career Experience

• Supported office operations, client communications, and documentation management in administrative settings.
• Developed strong written and verbal communication, organization, attention to detail, and client advocacy skills.

Diploma - Public Relations - Durham College