Alexa Colegrove
Akron,OH
Summary
Adept at conflict resolution and payroll processing, I leveraged these skills at HR Block to enhance team performance and financial accuracy. By fostering strong relationships and implementing efficient systems, I drove improvements that significantly increased customer satisfaction and streamlined financial operations, showcasing my goal-oriented approach and attention to detail.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Multi Unit Team Lead
HR Block
12.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
Call Center Representative Specialist
Stark Advocacy
12.2020 - 08.2022
- Implemented conflict resolution skills to address escalated calls professionally and effectively.
- Streamlined processes within the team by identifying areas for improvement and implementing well-thought-out action plans.
- Retained customers by addressing concerns, offering tailored solutions, and demonstrating commitment to their satisfaction.
- Threaded consistency in quality assurance scores with adherence to company guidelines during each call interaction.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Managed high call volume for optimal efficiency and minimized wait times.
- Improved customer satisfaction by resolving complex issues and providing timely solutions.
- Built rapport with customers by actively listening, clarifying needs, and expressing empathy when appropriate.
Peer Support Specialist
Oriana House Inc.
06.2018 - 12.2020
- Served as a role model for clients, sharing personal experiences of recovery and resilience.
- Assessed client progress regularly, adjusting support strategies as needed to promote continued growth and success.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Assisted clients in setting realistic goals and provided support during their journey towards achieving them.
- Enhanced client recovery by providing emotional support and practical guidance.
- Maintained accurate documentation of client interactions, supporting case management efforts.
- Advocated on behalf of clients to ensure access to appropriate resources and services within the community.
- Promoted a strengths-based approach for clients through active listening and empathy.
- Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery.
- Encouraged client participation in therapeutic activities, promoting mental and emotional well-being.
- Enhanced team knowledge on recovery-oriented care by leading training sessions for new staff members.
- Conducted workshops on coping strategies, equipping clients with tools for managing stress and anxiety.
Bookeeping and Payroll
Duane's Autobody
05.2012 - 10.2016
- Played a pivotal role in maintaining the organization''s financial health by implementing robust controls and following best practices in all aspects of accounting and payroll management.
- Streamlined accounting processes by implementing efficient software and tools, resulting in improved accuracy and reduced processing time.
- Conducted internal audits to identify areas of improvement in financial processes and systems, leading to increased efficiency.
- Collaborated cross-functionally with HR, IT, and other departments to streamline operations and ensure accuracy across all financial data inputs.
Education
GED -
Tallmadge High School
Tallmadge, OH04-2010
Skills
- Coaching and mentoring
- Schedule management
- Influencing skills
- Teamwork and collaboration
- Work Planning and Prioritization
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 20 staff members.
Certification
- CPR/AED Certification
Languages
English
Full Professional
Timeline
Multi Unit Team Lead
HR Block
12.2022 - Current
Call Center Representative Specialist
Stark Advocacy
12.2020 - 08.2022
Peer Support Specialist
Oriana House Inc.
06.2018 - 12.2020
Bookeeping and Payroll
Duane's Autobody
05.2012 - 10.2016
GED -
Tallmadge High School