Personable Customer Service Executive offering over 15 years of experience. Willing to go the extra mile and treat customers with high levels of respect for best-in-class service. Dedicated to reliability, resourcefulness, and efficiency. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Seeking senior or director level career opportunities.
Hi, I’m
Allegra Hulsey
Kalamazoo,Michigan
Summary
Overview
15
years of professional experience
Work History
Polytek Development Corp.
Senior Customer Service Manager
2022.07 - 2024.03 (1 year & 8 months)
Job overview
- Successfully manage budgets and allocate resources to maximize productivity and profitability.
- Corporate-level project management focused on streamlining processes and procedures to improve company efficiencies.
- Cross-functional collaboration on best practices and organizational success.
- Understand and maintain compliance standards on federal and global health and safety regulations.
- Development and integration of multiple CRM and customer service platforms and systems that enhance overall service delivered across 11 consumer brands.
- Coach staff of 15-25 employees on maintaining positive customer relations by addressing problems head-on and providing solution-based service.
- Train personnel on KPI standards and enforce participation in exercises focused on developing key skills.
- Evaluate interactions between associates and customers to assess personnel performance.
Polytek Development Corp.
Customer Service Manager
2021.02 - 2022.07 (1 year & 5 months)
Job overview
- Generated customer satisfaction surveys to analyze results into action plans.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Followed through with client requests to resolve problems.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Managed team handling inbound volume of 6,000 calls per month.
- Researched and corrected customer concerns to promote company loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Technology Solutions Of Michigan
Account Manager
2020.06 - 2021.02 (8 months)
Job overview
- Identified key entry points to enhance market penetration and maximize returns.
- Negotiated contracts for IT and programming services provided.
- Stayed current on company offerings and industry trends.
- Maintained current knowledge of evolving changes in marketplace.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Also assisted with company website updates and digital marketing.
- Increased social media engagement by 75%.
PSE Event Housing - Legacy Global Sports
Account Administrator
2018.04 - 2020.05 (2 years & 1 month)
Job overview
- Developed and managed processes and implemented organizational strategies aimed at increased efficiency.
- Streamlined event management procedures and developed employee training for optimized client and tournament success.
- Planned, designed, and scheduled phases for large projects focused on streamlining processes and improving employee development.
- Provided detailed project status updates to stakeholders and executive management.
- Coordinated hotel procurement and services for events and tournaments within tournament director requirements.
- Managed housing needs for staff and players for 2020 PGA Championship and 2020 Ryder Cup.
PSE Event Housing - Legacy Global Sports
Customer Service Team Leader
2017.09 - 2018.04 (7 months)
Job overview
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Improved employee retention by 100%
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
Education
Kalamazoo Valley Community College Kalamazoo, MI
from Communications
University Overview
Skills
- Query Escalation
- Leadership
- Call Center Software
- CRM Software
- Workforce Training
- Billing and Payment
- Inventory Accuracy
- Project Management
- Customer Experience
- System Administration
- Change Management
- Technical Writing
- Building Morale
- Call Control
- Customer Information Databases
- Team Goals
- Customer Support
- Travel Reservations
- Customer Needs Assessments
- Policy and Procedure Management
- Compliance Requirements
- Team Training
- Hiring and Retention
- Operational Efficiency
- Customer Inquiry Resolution
- Data Validation
- Performance Feedback
- Status Updates
- Staff Collaboration
- Assignment Delegation
- Process Improvement
- Workflow Processes
Availability
See my work availability
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Available
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Quote
It is never too late to be what you might have been.
Accomplishments
Accomplishments
At Polytek Development Corp. I developed and implemented a fine tuned New Product Development process to track product launches from conception to completion. This allowed for proper resource planning, lead-time expectations, forecast accuracy, and improved launch timelines.
Timeline
Senior Customer Service Manager
Polytek Development Corp.
2022.07 - 2024.03 (1 year & 8 months)
Customer Service Manager
Polytek Development Corp.
2021.02 - 2022.07 (1 year & 5 months)
Account Manager
Technology Solutions Of Michigan
2020.06 - 2021.02 (8 months)
Account Administrator
PSE Event Housing - Legacy Global Sports
2018.04 - 2020.05 (2 years & 1 month)
Customer Service Team Leader
PSE Event Housing - Legacy Global Sports
2017.09 - 2018.04 (7 months)
Kalamazoo Valley Community College
from Communications
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