Allena Oglesby

Real Green Administration & Quality Control

• Maintained accuracy and integrity of Real Green production data by reviewing daily production logs, condition codes, and product applications across all service lines.
• Ensured technicians followed proper procedures and product usage through regular review of Service Manager notes and follow-up for quality and compliance.
• Supported customer billing inquiries, payment processing, and account updates within Real Green for a high-volume customer portfolio.
• Administered the Real Green backend, including setup and maintenance of products, services, pricing, and user accounts.
• Onboarded and trained new employees on Real Green workflows, ensuring accurate data entry, scheduling, and production tracking.
• Maintained accuracy of production data by reviewing logs, condition codes, and applications, ensuring procedural compliance and billing accuracy.

Captivated Messaging Administration & Customer Communication

• Administered Captivated business texting platform, managing user access, message allocation, and permissions to support customer communication at scale.
• Managed shared inbox queues and assigned inbound messages, maintaining prompt response times for high-volume daily customer interactions and reducing response delays by an estimated 20–30% through improved queue management.
• Supported service coordination, scheduling updates, payment-related communication, and general inquiries through Captivated, positively impacting customer engagement across 5,000+ accounts.

• Streamlined onboarding by managing 100+ customer application submissions weekly, reducing processing time by 20%.
• Oversaw 50–75 monthly loan applications and closures, maintaining 100% compliance with regulatory standards.
• Conducted outreach to 200+ existing customers quarterly, fostering relationships and increasing repeat business by 15%.

• Managed weekly scheduling and daily operations for 15+ staff members, ensuring optimal coverage and efficiency.
• Reconciled company credit card, cash drawer, and daily deposits with 100% accuracy, maintaining compliance with financial protocols.
• Handled customer inquiries and complaints, resolving 50+ weekly issues to sustain satisfaction and retention.