Alison Manalp
Naperville,IL
Summary
Dedicated and results-oriented leader with expertise in human resources, client success, and staff empowerment. Proven track record of effectively managing scheduling operations, client communications, and team performance. Strong management and communication skills with a focus on delivering exceptional customer service.
Overview
10
10
years of professional experience
Work History
Client and Employee Success Manager
Houndry
Chicago, IL
06.2021 - Current
- Managed daily operations while supervising staff completing an average of 300 in-home pet care services per day.
- Implemented operational enhancements to standardize procedures and streamline company processes.
- Managed scheduling and correspondence for 65+ staff and 1000 active clients on the north side of Chicago.
- Efficiently filtered and triaged all communications from employees and clients, ensuring timely responses and initiating client requests.
- Managed client inquiries and onboarding processes, including consultations, scheduling, and follow-up communications.
- Proactively engaged with clients through outreach, feedback collection, and complaint resolution.
- Oversaw staff needs and emergencies, providing support and ensuring resolution of conflicts or concerns.
- Oversaw recruiting of staff, facilitating candidate screening, interviews, onboarding processes, and training sessions.
Helpline Consultant
Alzheimer's Association
Chicago, IL
10.2020 - 06.2021
- Delivered high-quality constituent service and support, offering information on Alzheimer's disease and dementia to a diverse range of callers.
- Assessed and addressed callers' needs, including complex and crisis situations, with empathy and critical thinking.
- Educated caregivers on person-centered care strategies and facilitated event registrations.
- Managed high volume and diverse call issues, adhering to established policies and procedures, while showcasing strong communication and documentation skills.
Office Manager
Urban Tailz
Chicago, IL
05.2019 - 10.2020
- Managed scheduling, payroll, and client invoicing for 45 staff and 700 clients.
- Oversaw daily operations and crisis management, supervising 200+ in-home pet care services daily.
- Facilitated new client intake and onboarding processes.
General Manager
Pawstreet Pets
Chicago, Illinois
06.2014 - 05.2019
- Managed all operations for pet amenities services in partnered high-rise buildings.
- Led staff recruitment, training, and team supervision.
- Facilitated company growth through events, outreach, and consultations.
Education
Bachelor of Arts - Social Work
Spring Arbor University
Spring Arbor, MI12-2012
Skills
- Human Resources
- Staff Empowerment and Coaching
- Attention to Detail
- Customer Service and Hospitality
- Leadership
- Communication
- Organization
- Complex Multi-Scheduling Management
- Multitasking
Timeline
Client and Employee Success Manager
Houndry
06.2021 - Current
Helpline Consultant
Alzheimer's Association
10.2020 - 06.2021
Office Manager
Urban Tailz
05.2019 - 10.2020
General Manager
Pawstreet Pets
06.2014 - 05.2019
Bachelor of Arts - Social Work
Spring Arbor University