ADDISON RODGERS
Summary
Customer Service Representative with over 7 years of experience in enhancing customer satisfaction and supporting sales teams through effective management of consignment agreements and sales orders. Demonstrates strong collaborative skills by working closely with field sales representatives to identify customer needs and provide tailored solutions. Passionate about employee training and conflict resolution, driving exceptional service delivery and customer loyalty.
Overview
7
7
years of professional experience
Work History
Customer Care Team Lead
Alcon
06.2024 - Current
- Led a team of customer care agents, enhancing service response times and achieving substantial improvements in customer satisfaction ratings.
- Coordinated training sessions for new hires, fostering a supportive environment that promoted teamwork and improved overall service quality.
- Cultivated a positive team culture, motivating staff to excel and ensuring a high level of engagement within the customer care department.
- Mentored team members through regular feedback sessions, fostering individual growth and contributing to a cohesive team dynamic.
Sales Rep Care Line (Surgical)
Alcon
08.2021 - 06.2024
- Strengthened sales strategies by closely working with Field Sales Reps, identifying and addressing customer needs effectively.
- Assist in managing consignment agreements and maintaining accurate records of consigned inventory.
- Partnering with Sales Representatives in identifying customer needs and providing appropriate solutions based on Alcon's surgical products.
- Implemented project management techniques to streamline automation processes regarding unbilled implants, consignment processes and IOL audits.
Sales Rep Order Line (Vision Care)
Alcon
10.2019 - 08.2021
- Support Field Sales Representatives.
- Ensure accurate and timely processing of sales orders to meet customer expectations and maintain high levels of customer satisfaction.
- Provide regular updates to Sales Representatives on order status and delivery timelines.
- Collaborate with the Customer Service team to address any order discrepancies or issues.
Senior Customer Care Associate
Alcon
02.2018 - 10.2019
- Work closely with Sales Representatives to manage and track customer orders, ensuring timely delivery and resolving any issues that may arise.
- Analyze customer data and provide insights to Sales Representatives to help drive sales and improve customer satisfaction.
- Develop and maintain strong relationships with accounts to ensure customer satisfaction and loyalty.
- Provide guidance and training to Customer Care Associates, Customers and Sales Representatives to ensure efficient and effective service delivery for Mylacon Store.
Education
Associates of Arts -
Weatherford College
Bachelor's - Business Leadership
University of Arizona Global Campus
07.2025
Timeline
Customer Care Team Lead
Alcon
06.2024 - Current
Sales Rep Care Line (Surgical)
Alcon
08.2021 - 06.2024
Sales Rep Order Line (Vision Care)
Alcon
10.2019 - 08.2021
Senior Customer Care Associate
Alcon
02.2018 - 10.2019
Bachelor's - Business Leadership
University of Arizona Global Campus
Associates of Arts -
Weatherford College
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