Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Aleshia McElreath

Aleshia McElreath

Magna

Summary

Experienced CRM professional with a strong track record of driving impactful results through customer relationship management. Skilled in utilizing CRM software, data analysis, and customer segmentation to enhance engagement and loyalty. Collaborative team player with a knack for problem-solving and strategic thinking. Known for developing and implementing effective CRM strategies to boost satisfaction and loyalty. Proficient in team leadership, reliable, and flexible. Adept at managing relationships, improving user engagement, and optimizing CRM processes for successful outcomes.

Overview

13
13
years of professional experience

Work History

CRM Manager

Credit.com
01.2024 - 01.2025
  • Developed and implemented CRM strategies to enhance customer engagement and retention.
  • Analyzed customer data trends to inform marketing initiatives and improve campaign effectiveness.
  • Led cross-functional teams to optimize CRM software utilization and streamline processes.
  • Managed CRM system upgrades, ensuring seamless integration with existing platforms and tools.
  • Coordinated with IT department to ensure seamless integration of new CRM features and functionalities across all relevant platforms.
  • Trained sales team on CRM tools, boosting productivity and lead conversion rates.
  • Spearheaded PII compliance initiatives, ensuring the organization''s CRM practices adhered to data privacy regulations.
  • Oversaw CRM platform updates and maintenance, ensuring optimal performance and minimal downtime.
  • Championed a culture of continuous improvement by regularly reviewing and updating CRM processes and strategies, maintaining a focus on achieving organizational goals.
  • Managed cross-functional teams to successfully execute CRM initiatives, ensuring seamless collaboration between departments.
  • Implemented automation tools to streamline routine tasks, allowing team members to focus on high-impact activities that drive results.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Collaborated with the product development team to incorporate user feedback into product improvements, increasing overall user satisfaction.
  • Conducted training sessions for staff on CRM functionalities, boosting user proficiency and confidence.
  • Collaborated with sales and support teams to align CRM objectives with overall business goals.
  • Evaluated emerging technologies to enhance CRM capabilities and drive strategic improvements in customer service.

Operations Manager, Digital Sales

Credit.com
08.2023 - 01.2024


  • Oversaw daily operations, ensuring compliance with company policies and industry regulations
  • Analyzed customer feedback to identify trends, driving strategic improvements in service offerings.
  • Streamlined processes to enhance productivity and reduce operational costs.
  • Mentored team members on best practices for customer engagement and problem resolution.
  • Managed vendor relationships, negotiating terms to optimize service delivery and cost-effectiveness.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Led cross-functional teams to enhance customer satisfaction and operational efficiency.
  • Developed and implemented streamlined processes to improve service delivery and reduce response times.

Customer Experience Manager

Progrexion
11.2020 - 08.2023
  • Led customer experience initiatives, enhancing quality and satisfaction in both email and chat support channels.
  • Streamlined internal processes for more efficient issue resolution, reducing overall ticket volume and response time by optimizing customer support channels.
  • Oversaw implementation of chatbot that provided instant answers to common customer queries, reducing volume.
  • Analyzed customer feedback to identify trends, driving strategic improvements in the customer support department.
  • Partnered with IT to enhance website usability making it easier for customers to find information and request support.
  • Elevated customer satisfaction scores by implementing the customers feedback loop that addressed concerns promptly.
  • Developed training programs for staff, improving customer interaction and support consistency.
  • Established performance metrics to evaluate team effectiveness, ensuring alignment with organizational goals.
  • Supervised daily operations and support functions to maximize revenue, customer satisfaction, and employee productivity.

Customer Experience Specialist

Progrexion
03.2020 - 11.2020


  • Assisted as part of team at responding and creating the support of Credit.com. Assisted in the roadmap of Customer Support while enhancing the user experience.
  • Assisted with escalated customer issues promptly, ensuring timely resolutions and maintaining positive customer relationships.
  • Built customer relationships by responding to inquiries, identifying and assessing needs, and resolving problems through Zendesk e-mail support channel while delivering outstanding customer service.
  • Identified trends in the customers feedback within the website.
  • Followed the company guidelines and compliance standards while assisting customers by email.
  • Assisted in creating email template verbiage for use of communications with customers.

Bar Waitress

Bout Time Pub
04.2020 - 09.2023
  • Provided prompt and attentive service to enhance customer experience in fast-paced bar environment. Supported fellow team members during peak hours to maintain seamless operations for guests.
  • Trained new staff on operational procedures, fostering teamwork and improving service efficiency.
  • Maintained a positive, professional demeanor even during high-pressure situations.
  • Resolved customer complaints swiftly, enhancing loyalty with exceptional conflict resolution skills.
  • Maintained cleanliness and organization of bar and seating areas to ensure compliance with health and safety standards.
  • Performed closing duties efficiently, ensuring the bar was ready for operation next day and safely secured after closing time.

Strategic Initiative Paralegal

Lexington Law
06.2017 - 03.2020
  • Assisted as part of team that starts campaign's for the company to help increase revenue and better the experience of client's who are working on their credit repair.
  • Assisted Attorney's with urgent tasks.
  • Create emails and scripts for campaigns.
  • Quickly identify errors on clients cases.
  • Completing each case with first resolutions.

Lab Technician

Mountain Star Clinical Lab
04.2012 - 03.2014
  • Counseled patients to ease fears, explain procedures and enhance cooperation during blood draws And collecting specimen.
  • Obtained proper information of patient and medical insurance information for medical billing.
  • Labeled blood vials with critical information like time of collection, date, and patient name.
  • Aided in safe disposal and transporting of samples.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Managed inventory of laboratory supplies, reducing waste and optimizing resource allocation.
  • Prepared reagents, media and solutions to use for laboratory testing and analysis.
  • Maintained safe, tidy and organized laboratory environment for accurate test results.
  • Maintained documentation on tests performed in lab.
  • Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
  • Conducted routine laboratory tests to ensure accurate results and compliance with quality standards.
  • Operated and maintained advanced laboratory equipment, ensuring optimal functionality and safety protocols.

Education

Associate Degree -

Steven's Henager College
Murray, Utah
01.2006

Skills

  • Zendesk and Intercom expertise
  • Data-driven decision making
  • Customer management skills objection strategy, upsell, onboarding and retention and complaint resolution strategies
  • Team leadership and collaboration
  • Adaptability and flexibility
  • Staff training and development
  • Goal setting and achievement
  • Self motivation, Task prioritization, Time management
  • Detail-oriented approach
  • Effective verbal and written communication
  • Presentations and public speaking
  • Sales and Customer Support operations, policies & strategy development
  • Data confidentiality management

Accomplishments

  • Promoted from support/operations role to CRM Manager within 12 months after streamlining customer communication workflows and identifying CRM inefficiencies, saving the company over 200+ staff hours monthly.
  • Redesigned onboarding and retention email journeys within weeks of CRM role transition, leading to a 17% increase in customer engagement and 12% boost in upsell conversions.
  • Took ownership of CRM platform (e.g.,Zendesk and Intercom, Jira, Adobe, Salesforce) early in tenure, standardizing data hygiene practices and segmentation rules, which led to a 30% increase in campaign accuracy and reduced lead response time by 40%.
  • Led CRM migration project within 90 days of stepping into the manager role, successfully transitioning contact records with zero data loss and no disruption to sales operations.
  • Identified and closed gaps in CRM reporting and dashboards, providing leadership with real-time visibility into customer lifecycle KPIs, enabling faster decision-making and improved cross-department collaboration.

Languages

English
Full Professional

Timeline

CRM Manager

Credit.com
01.2024 - 01.2025

Operations Manager, Digital Sales

Credit.com
08.2023 - 01.2024

Customer Experience Manager

Progrexion
11.2020 - 08.2023

Bar Waitress

Bout Time Pub
04.2020 - 09.2023

Customer Experience Specialist

Progrexion
03.2020 - 11.2020

Strategic Initiative Paralegal

Lexington Law
06.2017 - 03.2020

Lab Technician

Mountain Star Clinical Lab
04.2012 - 03.2014

Associate Degree -

Steven's Henager College

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