Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alison Thompson

Alpharetta,GA

Summary

Dynamic management and customer service professional with nearly 20 years of experience in enhancing service delivery and optimizing team performance. Proven ability to resolve customer issues swiftly, elevating satisfaction levels. Expertise in developing and implementing service procedures and standards that consistently align with customer expectations. Strong communication skills foster robust relationships with colleagues, management, and clients, driving organizational effectiveness and success.

Overview

10
10
years of professional experience

Work History

Driver

Lyft
03.2016 - Current
  • Providing transportation for individuals from pickup to their drop-off destination. This includes non-emergency medical needs with wheelchairs, walkers, vision-impaired, and hospital releases.
  • Consistently maintain a high rating of customer satisfaction in all areas, including customer service, courtesy, and safe driving.
  • Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.

Operations Manager

Cricket Wireless Helpdesk
10.2017 - 08.2022
  • Managed and oversaw up to 70 employees, consisting of six managers, Tier 1 & 2, Quality and Training team, and 2 Workforce Specialists. Ensured that all management and frontline employees had a full understanding of the business needs, compliance, and department KPIs.
  • Build and maintain beneficial partnerships with the client to achieve operational goals, processes, and procedures.
  • Provide direction and development of the management team to ensure operational standards to successfully support the client. Focused on daily and monthly goals to maintain SLAs and SOW. Conducted onboarding and offboarding procedures.
  • Promoted 07/2021

Supervisor

Cricket Wireless Helpdesk
- 09.2018
  • Coached and developed up to 20 employees, which led to the achievement of the set performance KPIs. Research and analyze data for continuous maintenance of department procedures and processes. Participated in management meetings with clients. Handled frontline employee hiring and termination. Interim Operation Mgr in absence of Delivery Mgr due to their promotion in June 2020.
  • Promoted 09/2018

Quality Assurance Supervisor

Cricket Wireless Helpdesk
10.2017 - 09.2018
  • Developed and implemented training curriculum for the Quality Team, and participated in the new hire interview process and training.
  • Lead 2 QA Analyst, who was responsible for monitoring/grading 30-40 agents per.
  • Created and updated existing departmental methods and procedures.
  • Collaborated with the Client’s management team to ensure quality satisfaction and scores, and engage with clients during management meetings.

Help Desk Tier 1

TEKsystems (Cricket Wireless )
10.2016 - 10.2017
  • During inbound call interactions with customers, I was able to implement effective resolutions to correct function and performance issues with store hardware (Verifone, Ingenico, etc.).
  • Use of remote software applications (Team Viewer, RDP, etc..) to access the customer's equipment and systems.
  • Focused on first call resolution and customer satisfaction, with heavy emphasis on meeting departmental KPI metrics and exceptional quality scores.

Home Advisor

Apple Inc
09.2015 - 10.2016
  • Successfully engaged with customers during inbound calls, providing technical troubleshooting of various iOS hardware/software. Provided feedback and recommendations for system improvements and content updates.

Education

Business Management

Capella University
Minneapolis, MN

Leadership Certification - Management Leadership

Harvard Mentor Manager

Training Certificate - Human Resources Training

Association Talent Development
05-2022

Skills

  • Effective leadership
  • Employee scheduling management
  • Effective communication skills
  • Skilled in Microsoft Office tools
  • Team collaboration skills
  • Analytical problem-solving
  • Thorough detail orientation
  • Proficient in task prioritization
  • Effective stress management
  • Facilitating onboarding processes

Timeline

Quality Assurance Supervisor

Cricket Wireless Helpdesk
10.2017 - 09.2018

Operations Manager

Cricket Wireless Helpdesk
10.2017 - 08.2022

Help Desk Tier 1

TEKsystems (Cricket Wireless )
10.2016 - 10.2017

Driver

Lyft
03.2016 - Current

Home Advisor

Apple Inc
09.2015 - 10.2016

Supervisor

Cricket Wireless Helpdesk
- 09.2018

Business Management

Capella University

Leadership Certification - Management Leadership

Harvard Mentor Manager

Training Certificate - Human Resources Training

Association Talent Development

Similar Profiles

CREATE PROFILE
Alison Thompson