Alicia Holmes
Nashville,TN
Summary
Experienced Customer Support Leader
Dedicated and results-driven Customer Support Supervisor with over 13 years of experience delivering exceptional performance in customer support roles. Proven ability to mentor and develop teams, enhance service quality, and build morale through clear communication and constructive feedback. Adept at resolving customer concerns and managing teams to exceed organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Support Supervisor
Thistle
05.2017 - 06.2024
- Optimized customer service performance by evaluating key metrics and implementing continuous monitoring to enhance overall effectiveness.
- Recruited, hired, and managed the Customer Support team.
- Trained and mentored team members to promote productivity while fostering a commitment to both friendly and exceptional
service. - Partnered with cross-functional teams to drive product and process enhancements informed by comprehensive customer feedback analysis.
- Directed and led team meetings to communicate performance objectives, review metrics, and promote an open feedback environment.
Senior Customer Success Manager
BevSpot
05.2015 - 12.2016
- Spearheaded the launch of the Customer Success team, helping to guide the company from Series A to Series B funding.
- Developed remote onboarding processes, enabling national expansion.
- Cultivated and maintained strategic account relationships, overseeing goal-setting, consultation, and ongoing customer support to ensure product value.
- Recruited, hired, and managed the Account Management team.
- Monitored accounts to assess health, mitigate churn risks, and enhance client satisfaction.
Customer Service Representative & Senior Buyer
Teikametrics
11.2013 - 05.2015
- Oversaw daily operations across multiple sales channels for an e-commerce startup.
- Led customer service initiatives, responding to inquiries seven days a week to resolve issues and ensure client satisfaction.
- Scouted and engaged with brands to expand the company portfolio, leveraging trend analysis and revenue potential assessments.
- Managed inventory across B2B platforms, restocking based on sales data and growth forecasts.
Corporate Communications Specialist
Financial Foundations
11.2011 - 09.2013
- Directed marketing and corporate communications, overseeing event planning, website management, and social media campaigns.
- Created and edited marketing materials, client correspondence, and advisor communications.
- Led corporate meetings, crafted presentations, and contributed to business development initiatives.
Education
Bachelor of Arts - Communications & Arts Management
SUNY College At Oswego
Oswego, NY05-2009
Skills
- Customer Relations & Account Management
- Training, Mentoring & Staff Development
- Scheduling & Team Leadership
- Proficient in Zendesk, Google Docs, Slack
- Service Issue Resolution & Customer Education
- Cross-functional Collaboration
Timeline
Customer Support Supervisor
Thistle
05.2017 - 06.2024
Senior Customer Success Manager
BevSpot
05.2015 - 12.2016
Customer Service Representative & Senior Buyer
Teikametrics
11.2013 - 05.2015
Corporate Communications Specialist
Financial Foundations
11.2011 - 09.2013
Bachelor of Arts - Communications & Arts Management
SUNY College At Oswego
Similar Profiles
Stanislav DobrianskyiStanislav Dobrianskyi
Delivery Driver at ThistleDelivery Driver at Thistle
Matthieu GoodMatthieu Good
Warehouse Associate at ThistleWarehouse Associate at Thistle
Cynthia EzejaCynthia Ezeja
R&D Admin at ThistleR&D Admin at Thistle