Alison Lavelle
Hickory ,NC
Summary
Driven Customer Service Manager with a proven track record at Leggett & Platt, fostering customer loyalty through exceptional problem-solving and team leadership. Excelled in reducing complaints and enhancing team productivity by implementing strategic training and mentoring, ensuring high standards of customer service are met consistently. Goal-oriented with 20 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding goals. Skilled in communication and collaboration for quality service. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
Leggett & Platt
11.2004 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Some College (No Degree) - Computer Programming
CVCC
Hickory, NC 08.1996 - 05.1998
Skills
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Adherence to high customer service standards
- Team Building and Leadership
- Effective workflow management
- Customer Relationship Management (CRM)
- Exceptional telephone etiquette
- Account Management
- Deadline-oriented
- Product Knowledge
- Staff Management
- Documentation And Reporting
- Professional and Courteous
- Continuous Improvement
Accomplishments
- Used Microsoft Excel to develop a customer service scorecard to measure everyday duties.
- Supervised team of 7 staff members.
- Successfully recruited and trained 5 new customer service representatives.
- Used Microsoft Excel to develop many spreadsheets for other departments.
Certification
- Supervisor Essentials - Essentials Skills of Communicating 9//1/21
- Supervisor Essentials - Respect in the Workplace 9//1/21
- Supervisor Essentials - Resolving Conflicts 9//1/21
- Supervisor Essentials - Essentials Skills of Leadership 9//1/21
Timeline
Customer Service Manager
Leggett & Platt
11.2004 - Current
Some College (No Degree) - Computer Programming
CVCC
08.1996 - 05.1998