Summary
Overview
Work History
Education
Skills
Timeline
Generic

ALEXIS HUNTER

Centreville,VA

Summary

Dedicated professional with strong communication, interpersonal, and organizational skills. Proven ability to seamlessly transition into new tasks and environments.

Overview

6
6
years of professional experience

Work History

Customer Support Manager

SAP Concur
09.2022 - 05.2025
  • Hire, train, and develop a high-performing support team to ensure timely, knowledgeable client assistance and consistently meet SLA requirements.
  • Act as a primary escalation point, resolving complex issues and ensuring rapid case resolution.
  • Design and implement training programs in collaboration with Support Readiness to ensure new hires and existing staff stay proficient with services and applications.
  • Monitor team caseloads, re-prioritize tasks, and provide coaching and supplemental training to support consistent case progress and quality.
  • Oversee team scheduling, including holiday and after-hours coverage, ensuring continuous support availability.
  • Collaborate with cross-functional teams and departments to streamline operations and enhance customer service delivery.
  • Establish and report key metrics and dashboards to measure team performance and forecast outcomes.
  • Work closely with the Client Support Senior Manager on SLA reporting, process improvements, and career development paths.
  • Conduct monthly case reviews and deliver written evaluations to improve service quality.
  • Manage personnel functions, including interviews, performance reviews, coaching, disciplinary actions, and terminations.
  • Contribute to documentation efforts, including training materials, process guides, and client-facing resources.
  • Attend service interruption meetings, communicate status updates to internal teams, customers, and partners.
  • Ensure compliance with corporate policies, promoting adherence across the team.
  • Participate in regular client and internal meetings to monitor service metrics and foster collaboration.
  • Be available for on-call emergency and after-hours escalations as needed.

Client Support Analyst

SAP Concur
12.2018 - 09.2022
  • Delivered prompt and professional customer support via phone, email, and chat, ensuring high levels of client satisfaction and retention.
  • Resolved client issues by diagnosing problems, guiding users through solutions, or escalating complex cases to higher-tier support.
  • Maintained accurate and detailed case notes and client interactions in CRM systems (Salesforce).
  • Educated clients on product features, updates, and best practices to help maximize usage and value.
  • Collaborated with internal teams to troubleshoot issues and implement solutions.
  • Monitored ticket queues to ensure cases were addressed within established service level agreements (SLAs).
  • Participated in the development and refinement of internal knowledge base articles and support documentation.
  • Contributed to team goals by maintaining high first-contact resolution rates and customer satisfaction scores.

Education

Bachelor of Arts (B.A.) - Multidisciplinary Studies

West Virginia University
Morgantown, WV
05.2018

Skills

  • Conflict resolution

  • Cross-functional collaboration

  • Adaptability and flexibility

  • Escalation handling

  • Service level management

  • Training and coaching

  • Time management

  • Problem-solving abilities

  • Empathy and understanding

  • CRM Software

  • Team building

  • Customer-facing communication

  • Application support (Concur Travel & Expense)

  • Technical troubleshooting

Timeline

Customer Support Manager

SAP Concur
09.2022 - 05.2025

Client Support Analyst

SAP Concur
12.2018 - 09.2022

Bachelor of Arts (B.A.) - Multidisciplinary Studies

West Virginia University

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ALEXIS HUNTER