Allyson Kletz
MILWAUKEE
Summary
Versatile Customer Support Supervisor highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Care Supervisor
Cognizant Technologies / Lineage Logistics
MILWAUKEE
11.2023 - Current
- Supervised daily customer care operations
- Trained team members on effective communication and problem-solving techniques.
- Managed customer inquiries through multiple channels, ensuring timely responses.
- Performed billing on a weekly basis.
- Developed training materials for new hires in customer service best practices.
Customer Service Supervisor
TAPCO - Traffic & Parking Control
Brown Deer
04.2018 - 11.2023
- Supervised customer service team to enhance service quality and efficiency.
- Managed daily operations to ensure smooth workflow and timely issue resolution.
- Trained new staff on procedures and best practices for customer interactions.
- Coordinated with other departments to resolve complex customer inquiries effectively.
- Monitored performance metrics to identify areas for process improvement.
- Facilitated team meetings to encourage communication and address service challenges.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Reduced return dollars by 40%
Assistant Bank Office Manager
BankMutual
Milwaukee
04.2013 - 04.2018
- Managed daily office operations to ensure smooth workflow and efficiency.
- Coordinated communication between departments to enhance collaboration and support.
- Oversaw scheduling and organization of meetings for staff and clients.
- Maintained inventory of office supplies and ordered replacements as needed.
- Supervised staff members, organized schedules and delegated tasks.
- Organized company events including holiday parties, team building activities .
Education
Bachelor of Arts - Political Science And Government
University of Wisconsin, Milwaukee
Milwaukee, WI 01.2002 - 02.2006
Skills
- Customer service
- Team leadership
- Performance monitoring
- Conflict resolution
- Process improvement
- Operational efficiency
Timeline
Customer Care Supervisor
Cognizant Technologies / Lineage Logistics
11.2023 - Current
Customer Service Supervisor
TAPCO - Traffic & Parking Control
04.2018 - 11.2023
Assistant Bank Office Manager
BankMutual
04.2013 - 04.2018
Bachelor of Arts - Political Science And Government
University of Wisconsin, Milwaukee
01.2002 - 02.2006