Alison Crawford
Scottsdale,AZ
Summary
Customer Success and Operations Leader with 12+ years of experience delivering high-level administrative support, operational oversight, and employee training. Recognized for exceptional organization, accuracy, and the ability to manage projects while maintaining strict confidentiality and meeting critical deadlines. Skilled in project management, system implementations, logistics coordination, and team development while consistently providing outstanding customer service. Proven ability to enhance the customer experience through in-depth product knowledge, responsive support, and strong relationship management. Dedicated to fostering operational excellence, driving continuous improvement, and motivating teams to achieve top performance. Long-standing record of career growth through multiple promotions.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
Complete Freight Management
Scottsdale, AZ
05.2025 - Current
- Provide customer support and administrative coordination for freight operations in a fully remote environment.
- Assist customers with shipment updates, issue resolution, and service inquiries while maintaining high service standards.
Caregiver
Elderly
Scottsdale, AZ
10.2024 - 04.2025
- Delivered compassionate care and daily living support while maintaining a safe and supportive environment.
- Assisted with scheduling, personal care needs, and communication with family members and care teams.
Customer Support Excellence Representative
Vanguard
Scottsdale, AZ
06.2024 - 09.2024
- Delivered high-quality customer support for financial service clients while maintaining strict compliance and professionalism.
- Resolved account inquiries and service requests with a strong focus on customer satisfaction and efficiency.
Director of Administration
RDT Solutions, LLC
Scottsdale, AZ
01.2021 - 01.2023
- Assisted the CFO with general accounting and rebills/claims for three companies under the main entity and managed employee health, dental, and life insurance benefits for yearly sign-ups/changes.
- Managed a wide array of complex projects for multiple sub-companies for the President/CEO, delivering all on time, under budget, and above expectations.
- Provided comprehensive software training for new and existing employees on Salesforce, assuring maximized employee knowledge to optimize operational efficiency.
- Created detailed accounting, dashboard analysis, and Salesforce reports for customer business retention.
- Developed and maintained a detailed BI dashboard within Salesforce to retrieve metrics for management, operations, and outside sales.
- Redesigned and launched three new company websites, ensuring the prompt dissemination of pertinent information.
- Implemented a new phone system to streamline incoming calls, allowing management to track metrics for each employee for inbound/outbound calls.
Lead of Agent Training & Development
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2020 - 01.2021
- Motivated new agents to achieve key milestones and evaluated performance to ensure a good positional fit.
- Promoted to positions of increasing authority and responsibility due to exemplary performance and strong leadership abilities.
- Spearheaded ongoing daily remote software training on the company’s proprietary software for 40-50 new outside sales agents a month.
- Retained a friendly and professional demeanor when answering incoming calls through the department revolving queue, obtaining a high customer satisfaction rating.
Manager of Agent Training
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2017 - 01.2020
- Delivered comprehensive training on the agent-facing and customer-facing systems to drive top performance.
- Managed a diverse team for remote agent training, allowing the delegation of specific areas of systems to certain employees to maximize workflow.
- Created engaging training materials for review after formal training completion, including a full video recording of the sessions, short videos, and a folder of new agent documents and step-by-step guides.
Training & Implementation Specialist
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2014 - 01.2017
- Developed interactive and innovative strategies to increase outcomes-based results.
- Implemented a new remote agent training program for the company’s proprietary software for all new sales agents across the U.S. and Canada.
Agent Support Specialist/Trainer
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2012 - 01.2014
- Handled a variety of key administrative functions, including coordinating lunch orders for 250+ employees and covering the front desk.
- Managed all aspects of help desk operations to deliver comprehensive support to the agent network.
- Organized and hosted engaging in-person training classes for 10+ outside sales agents monthly.
- Assigned training class times to managers and created detailed outlines for schedules to improve employee knowledge of direct policies and procedures.
Agent Support Specialist
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2011 - 01.2012
- Provided outstanding and professional customer support, receiving high customer satisfaction ratings.
- Maintained continual follow-up on open tickets to drive prompt agent/department response, greatly increasing satisfaction ratings.
Customer Service Representative
GlobalTranz Enterprises, Inc.
Scottsdale, AZ
01.2011 - 01.2011
- Retained a friendly and professional demeanor when answering incoming calls to the department queue.
- Provided exemplary customer service support for outside sales agents, generating high satisfaction.
- Offered full assistance in dispatching, tracking, and finalizing shipments after delivery, significantly boosting operational efficiency.
- Delivered outstanding support by promptly handling complex issues with pickups, transit, and delivery.
Education
Associate of Arts - General Studies
Scottsdale Community College
Scottsdale, AZSkills
- Process Improvements
- Administrative Support
- System Implementations
- Customer Service/Support
- Website Redesign
- Report Generation
- Project Management
- Training/Development
- Data Entry
- Accounting
- Team Leadership
- Software Training
CAREER HIGHLIGHTS
- Earned a reputation for implementing a new phone system to streamline incoming calls, allowing RDT Solutions, LLC management to track inbound/outbound call metrics for each employee.
- Called upon to direct ongoing daily remote software training on GlobalTranz Enterprises, Inc.’s proprietary software for 40-50 new outside sales agents a month.
- Secured 97% high satisfaction by delivering outstanding customer service support for outside sales agents.
TECHNOLOGY & TOOLS
Microsoft Office: Word, Excel, PowerPoint, Outlook, Access; Salesforce, HTML, Warehouse Management Systems, Windows
ADDITIONAL EXPERIENCE
- Kona Grill, Server/Cocktail Waitress
- Robert J. Hommel, P.C., Legal Assistant
HONORS & AWARDS
Employee of the Month, GlobalTranz Enterprises, Inc.: 2014
Affiliations
Past Member, GTZ Ladies in Logistics Club
Languages
English
Native or Bilingual
Timeline
Customer Service Specialist
Complete Freight Management
05.2025 - Current
Caregiver
Elderly
10.2024 - 04.2025
Customer Support Excellence Representative
Vanguard
06.2024 - 09.2024
Director of Administration
RDT Solutions, LLC
01.2021 - 01.2023
Lead of Agent Training & Development
GlobalTranz Enterprises, Inc.
01.2020 - 01.2021
Manager of Agent Training
GlobalTranz Enterprises, Inc.
01.2017 - 01.2020
Training & Implementation Specialist
GlobalTranz Enterprises, Inc.
01.2014 - 01.2017
Agent Support Specialist/Trainer
GlobalTranz Enterprises, Inc.
01.2012 - 01.2014
Agent Support Specialist
GlobalTranz Enterprises, Inc.
01.2011 - 01.2012
Customer Service Representative
GlobalTranz Enterprises, Inc.
01.2011 - 01.2011
Associate of Arts - General Studies
Scottsdale Community College