Alexis Allison
Lower Burrell,PA
Summary
Patient-focused healthcare professional and emerging leader with experience supporting contact center operations, coaching peers, optimizing workflows, and delivering Service Excellence in high-volume scheduling environments. Consistently exceeds quality metrics while upholding UPMC Core Values. Seeking a Supervisor role to drive team performance, patient satisfaction, and operational excellence.
Overview
12
12
years of professional experience
Work History
Scheduling Specialist Associate
UPMC
01.2024 - Current
- Deliver World Class, patient-centric service with consistent one-contact resolution.
- Exceed Quality Assurance benchmarks while maintaining ACW below established targets.
- Support daily contact center operations with high volume inbound calls.
- Serve as a peer resource for issue escalation, appointment resolution, and real-time team support.
- Participate in peer coaching and buddy training, reinforcing quality standards.
- Contribute to workflow optimization and process improvement to enhance efficiency and interdepartmental communication.
- Identify trends and recurring issues, supporting continuous improvement and lessons learned.
- Maintain strict patient confidentiality and adherence to UPMC policies.
Arch Expert
Ulta Beauty
04.2016 - 01.2024
- Trained staff and ran the cosmetic counter as the sole licensed operator.
- Built long-term client relationships through consultative service and clear communication.
- Consistently exceeded service and sales goals by 10–20%, demonstrating accountability to performance metrics.
- Managed scheduling, rebooking, and detailed client records with accuracy and efficiency.
- Applied conflict resolution and de-escalation skills in high-stress situations to ensure client satisfaction.
Skin Therapist
Ulta Beauty
06.2014 - 04.2016
- Delivered personalized client care through assessment, education, and tailored recommendations.
- Demonstrated strong sales performance while maintaining comprehensive client documentation.
Education
License in Cosmetology -
Douglas Education Center
PAHigh School Diploma - undefined
United Junior/Senior High School
PASkills
- Service Excellence & Patient Experience
- Contact Center Operations
- Team Coaching & Peer Development
- Quality Assurance & Metrics
- Workflow Optimization
- Issue Escalation & Root Cause Analysis
- Cross-Functional Collaboration
- Call handling
- Confidentiality & Compliance
- Scheduling & Contact Center Systems
- CRM software
Timeline
Scheduling Specialist Associate
UPMC
01.2024 - Current
Arch Expert
Ulta Beauty
04.2016 - 01.2024
Skin Therapist
Ulta Beauty
06.2014 - 04.2016
High School Diploma - undefined
United Junior/Senior High School
License in Cosmetology -
Douglas Education Center