Allie Richardson
Chicago,IL
Summary
Accomplished leader focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Supervisor
IDEXX Laboratories- Customer Experience
09.2019 - Current
- Oversee customer experience through nine direct reports located in various IDEXX laboratories, resolving sample concerns while building trust.
- Increased KPI success rate YOY to 98%.
- Assisted with implementation of Salesforce/Service cloud environments within IDEXX's organization.
- Analyze customer data to drive behavior and prevent possible Risk of Loss
- Core project team member to roll out innovative testing methods and troubleshoot stakeholder concerns.
- Point of contact for customer outreach team in Veterinary Cancer study
- Evaluated customer needs and feedback to drive product and service improvements
- Collected, arranged, and input information into database system
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
Supervisor
IDEXX Laboratories
05.2017 - 09.2019
- Oversee daily operations of Veterinary Parasitology laboratory with 20+ technicians
- Established LEAN methods while implementing ergonomic workflows
- Problem solve and discuss results with clients
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Evaluated staff performance and provided coaching to address inefficiencies
- Devised and implemented processes and procedures to streamline operations
Education
Master's degree - Business Management
Davenport University
Grand Rapids, MI01.2018
Bachelor of Animal Science - pre vet
University of Illinois At Urbana-Champaign
Champaign, IL01.2007
Skills
- Workday
- Salesforce
- Leadership
- Capacity Planning
- Recruiting
- Microsoft SharePoint
- Employee Orientation
- SaaS
- Relationship Management
- Change Management
- Schedule Development
- Data Analytics
- Business Development
- Strategic Planning
- Operations Management
- Team Building
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Title: Leader in Customer Experience in the Veterinary Diagnostics field
Certification
- Lean Bootcamp Training
- Leadership Now
- Leadership Excelerate
- Product Management, University of Virginia
Timeline
Supervisor
IDEXX Laboratories- Customer Experience
09.2019 - Current
Supervisor
IDEXX Laboratories
05.2017 - 09.2019
Master's degree - Business Management
Davenport University
Bachelor of Animal Science - pre vet
University of Illinois At Urbana-Champaign