Allison Greer
Rogersville,USA
Summary
Seeking to continue my career in a position where my management experience will be fully utilized as an intricate part of O’Reilly Auto Parts.
Overview
22
22
years of professional experience
Work History
Customer Experience Supervisor
O’Reilly Auto Parts
07.2024 - Current
- Supervise, mentor, and coach a team of customer service representatives dedicated to ecommerce support.
- Set clear performance expectations, monitor individual and team performance, and provide regular feedback and performance reviews.
- Identify training needs and implement training initiatives to enhance the team's skills and knowledge.
- Foster a positive and collaborative team environment.
- Participate in the recruitment and onboarding of new team members.
- Oversee the handling of customer inquiries, issues, and complaints received via various ecommerce channels (e.g., email, phone, chat, social media).
- Ensure timely and effective resolution of customer issues, adhering to company policies and procedures.
- Monitor key customer service metrics (e.g., response time, resolution rate, customer satisfaction) and implement strategies for improvement.
- Serve as an escalation point for complex customer issues that require higher-level intervention.
- Collaborate closely with other ecommerce teams (e.g., marketing, sales, fulfillment) to ensure a seamless customer journey.
- Develop and maintain a thorough understanding of our ecommerce platform, products, and promotions.
- Contribute to the development and implementation of customer service policies and procedures specific to the ecommerce environment.
- Identify and report on trends in customer feedback to inform process improvements and enhance the online customer experience.
- Continuously evaluate and identify opportunities to improve customer service processes and workflows.
- Implement best practices and leverage technology to enhance efficiency and effectiveness.
- Contribute to the development and maintenance of knowledge base articles and FAQs for online customers and the support team.
- Analyze data to identify areas for improvement and track the impact of implemented changes.
- Provide insights and recommendations to the Customer Service Manager and other stakeholders.
Ecommerce Logistics Coordinator
O’Reilly Auto Parts
07.2023 - 07.2024
- Managed the online shipping claim program.
- Developed a shipping claims workflow to ensure first call resolution.
- Facilitated cross-training initiatives to ensure team members have a broader understanding of different logistics functions.
- Monitored order status and provided updates to customers due to escalated customer contacts.
- Handled returns and exchanges, including processing refunds and managing reverse logistics, mainly for retail ECommerce store 750.
- Coordinated with various shipping carriers to ensure on time pickup and delivery.
- Regularly resolved logistical issues such as incorrect shipments or payment discrepancies.
- Maintained accurate records of all logistics activities, including shipping documents, inventory levels, and costs.
- Prepared and analyzed shipping claim reports to track costs and identify areas for improvement.
- Served as a subject matter expert (SME) for logistics processes, providing insights and content for training materials and programs.
Customer Experience Specialist II
O’Reilly Auto Parts
11.2021 - 07.2023
- Served as the primary point of contact for customers via phone, email, and live chat, addressing inquiries related to product information, store issues, order status, website navigation, and account management.
- Provided comprehensive product information, including features, specifications, and compatibility with various vehicle makes and models, utilizing product catalogs and internal databases.
- Guided customers through the online ordering process, helping with order placement, troubleshooting website issues, and facilitating order tracking.
- Efficiently managed and resolved customer complaints, including processing returns and exchanges, investigating shipping discrepancies, and implementing effective solutions in accordance with company policies.
- Addressed basic technical inquiries regarding automotive parts, interpreting product diagrams and providing general guidance, escalating complex issues to specialized teams as necessary.
- Processed customer returns and exchanges, including generating RMAs, coordinating with warehouse staff, and ensuring accurate processing of refunds or replacement orders.
- Handled shipping inquiries, providing information on costs, delivery timelines, and tracking details, and liaising with shipping carriers to resolve delivery-related issues.
- Maintained accurate records of customer interactions, issues, and resolutions.
- Proactively gathered and relayed customer feedback to relevant departments to contribute to the improvement of products, services, and website functionality.
- Continuously updated knowledge of new products, promotions, and company policies to ensure the delivery of accurate and current information.
- Collaborated effectively with team members and other departments to ensure a seamless and positive customer experience.
General Manager
Planet Fitness
01.2019 - 01.2022
- Managed all facets of daily operation within the club.
- Hired, trained, and developed all new employees.
- Managed revenue and EFT statistic goals to ensure club success.
- Served as a staff trainer for new club management and staff at multiple PF locations.
- Coordinated with multiple clubs and regional management to evaluate, update, and implement new daily operation guidelines and strategies to increase productivity.
- Developed strong relations with customers and vendors on behalf of the organization.
- Determined staffing and scheduling requirements.
- Handled all timesheets and payroll.
Administrative Assistant, Mission Support - Security Operations
US Department of Homeland Security, Transportation Security Administration
07.2017 - 01.2019
- Worked directly with the Assistant Federal Security director of Mission Support to accomplish all tasks assigned to him by the Federal Security Director of Tennessee.
- Responsible for coordinating all official travel and initiating travel orders.
- Managed the DHS Travel Credit Card system for all BNA employee accounts.
- Performed administrative civil support duties for our regulatory inspectors.
- Filed and recorded government documentation, electronic files, inventories, and reports.
- Organized the scheduling of meetings, conferences, and events.
- Coordinated agendas for meetings with visitors and employees.
- Interacted with organizational staff, executives, clients, vendors and visitors on a daily basis.
- Created spreadsheets and presentations for Government executives.
- Provided support to a Federal Security Director (FSD) and their staff by providing a range of administrative support assignments.
- Resolved problems found in employee relations documentation and notifying relevant parties.
- Supported the work of other employees and will contribute to the overall activities of the organization.
- Answered requests from and provides advice to employees, supervisors, timekeepers, financial management specialists, and human resource specialists on rules, regulations, and procedures.
- Regularly developed charts and tables for reports and briefings to ensure all staff has the most relevant and current information possible.
- Interacted with internal staff, typically in more than one organizational unit, to share information or discuss status of tasks/assignments.
- Worked closely with the Human Resource Specialist on pay impacting personnel actions (e.g., return to duty, leave without pay, and change of work schedules).
Transportation Security Officer – Insider Threat Team
US Department of Homeland Security, Transportation Security Administration
05.2015 - 07.2017
- Screened aircraft, vehicles, passengers, employees, baggage, and cargo for explosives, weapons, and incendiaries.
- Regularly patrolled my duty location on foot or while driving to detect unusual behavior, breaches in access points, and/or possible threats to aviation security and the traveling public.
- Served on ITT “Insider threat team”, where I am assigned to a specialized team whose main focus is to stop any employee (with access to secured areas) who could be a threat to aviation security.
- Worked with explosive detection canines and handlers, Transportation Security Specialist – Explosives, and Transportation Security Inspectors to resolve alarms, dangerous items, and/or breaches in security.
- While dealing with the public, I communicated regulations and processes to a diverse group of individuals to maintain order during search, investigation, and enforcement activity.
- Handled and determined threat level of chemicals and hazardous materials discovered during searches.
- Completed a “Dual Certification” to be able to perform screening duties on checked baggage and cargo as well as passengers.
- Regularly worked in a fast-paced environment where communication with my fellow officers using radio equipment is imperative to expedite the screening process.
- Relayed critical and time sensitive information to superiors, also, making sure they are aware of ongoing activities that need their attention.
- Made mission critical decisions and threat assessments to determine the significance of events while following incident reporting guidelines and standard operating procedures.
- Reported throughput and required statistical information needed through Microsoft office and government programs to DHS headquarters regularly.
- Wrote reports and statements in response to incidents finding prohibited items and/or activity in the screening process and during security related activities.
- Regularly assisted and collaborated with other government agencies along with local and federal law enforcement to reach a common goal of stopping potential threats and protecting the public.
- Conducted onsite training for MTA bus station security employees in effort to identify potential terrorist threats, active shooter response, and precautionary measures.
- Conducted interviews and manned job fair events to help promote a growing and positive workforce for the agency.
General Manager
Fitness International, LLC (LA Fitness)
12.2006 - 10.2014
- Overall Management of the entire facility and staff, including sales, tanning, training, customer service, and playroom staff.
- General Administrative duties; directing calls to appropriate parties, data entry, filing, scheduling appointments/interviews/meetings, receiving and shipping packages, ordering and maintaining office supplies.
- Worked with a diverse group of individuals, including stakeholders, members, and employees.
- Uphold Company standards of customer service and professionalism.
- Set and exceeded sales and revenue goals regularly.
- Communicated with executive management daily to keep them involved with all aspects of production.
- Maintained a positive company reputation throughout the community.
- Reported goals and projections of revenue to corporate office through word, excel, power point, and other Microsoft office programs daily.
- Managed time cards, schedules, and annual leave and sick time for all employees.
- Developed local policies and updates to operating procedures.
- Managed several time sensitive projects that had a substantial impact on our company revenue and reputation.
- Maintained an open line of communication and positive relationship with internal and external stakeholders.
- Kept facility up to code in all aspects of state laws including, fire safety, water, and building codes.
- Transitioned with the business in 2012 when the company was purchased and was rebranded into LA Fitness, previously the company was branded Urban Active Fitness (Global Fitness Holdings, LLC) and Gold's Gym.
Customer Service and Sales Associate
Fitness International, LLC (LA Fitness)
10.2003 - 12.2006
- Walked customers through the facility for tours as well as presented membership packages.
- Assisted with customer service concerns and billing issues.
- Monitored and completed cleaning and maintenance of the facility.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Aaron Christian Academy
Gallatin, TN05.2004
Skills
- Self-Motivated
- Dependable
- Goal oriented
- Positive work ethic
- Patient
- Great interpersonal skills
- Reliable
- Flexibility/Adaptability
- Elevated critical thinking
- Self-Supervising and organized
- Punctual
- Strong personal integrity
- Motivational
- Dedicated
- Elevated situational awareness
- Data analytics
- Account management
- Training programs
- Proficient in Microsoft, Google, and Apple programs
- Procedure writing
- Multitasking and prioritizing
- Problem-solving
- Teamwork and collaboration
Specialized Training
- Active shooter incident response training
- Human trafficking awareness training
- Behavior awareness training
- Explosives and weapons detection training
- Advanced training on identifying altered or fraudulent domestic and international Identification documents
- Cultural and Religious awareness training
- DHS- Office of Human Capital, hiring process and Systems training and certification
Timeline
Customer Experience Supervisor
O’Reilly Auto Parts
07.2024 - Current
Ecommerce Logistics Coordinator
O’Reilly Auto Parts
07.2023 - 07.2024
Customer Experience Specialist II
O’Reilly Auto Parts
11.2021 - 07.2023
General Manager
Planet Fitness
01.2019 - 01.2022
Administrative Assistant, Mission Support - Security Operations
US Department of Homeland Security, Transportation Security Administration
07.2017 - 01.2019
Transportation Security Officer – Insider Threat Team
US Department of Homeland Security, Transportation Security Administration
05.2015 - 07.2017
General Manager
Fitness International, LLC (LA Fitness)
12.2006 - 10.2014
Customer Service and Sales Associate
Fitness International, LLC (LA Fitness)
10.2003 - 12.2006
High School Diploma -
Aaron Christian Academy
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