Alisha Hansen
TeraFlex Suspensions
Eagle Mountain,UT
Work Preference
Overview
Experienced customer support specialist with a background in CRM, ticket management, and call center service. Skilled in resolving complex issues, handling escalations with empathy, and improving customer satisfaction through clear communication and accurate case documentation.
11+
years of professional experience
Work History
11.2019 - Current6 Years 11 Months
Customer Support Specialist
TeraFlex Suspensions | West Jordan, UT
- Resolved customer inquiries through phone and email with accurate product and order support.
- Coordinated with sales, shipping, and production teams to expedite order resolutions.
- Processed warranty claims and return requests while maintaining detailed case documentation.
- Interpreted suspension product details to guide fitment questions and technical troubleshootings.
- Supported dealer accounts with order changes, availability checks, and status updates.
- Maintained consistent service standards while balancing multiple customer requests and priorities.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced knowledge sharing within the team, ensuring all members were up-to-date with the latest product information.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Resolved customer complaints with empathy and patience, restoring client confidence in the company.
- Identified recurring service issues and recommended process improvements for faster response times.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
01.2016 - 04.20193 Years 3 Months
General Manager
Sodalicious | Herriman, UT
- Led daily store operations, ensuring smooth guest flow and consistent service standards.
- Directed staff scheduling, training, and performance coaching to strengthen team execution.
- Managed inventory controls, ordering, and supply alignment to prevent product shortages.
- Oversaw cash handling, daily reconciliations, and compliance with operating procedures.
- Resolved customer concerns promptly, maintaining service quality and brand reputation.
- Collaborated with leadership on sales goals, staffing plans, and operational priorities.
- Monitored cleanliness, food safety, and workplace standards to support consistent store readiness.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented process improvements that increased workflow efficiency across front-of-house operations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
High School Diploma
Bingham High School | South Jordan
Bingham High School - South Jordan
Skills
Timeline
Customer Support Specialist
TeraFlex Suspensions
11.2019 - CurrentRead more
General Manager
Sodalicious
01.2016 - 04.2019Read more
Bingham High School - High School Diploma,
Read more