Alyssa Finley
Blacklick
Summary
Detail-oriented professional with expertise in strategic planning, team leadership, and workplace safety. Successfully increased home service revenue by 173% while maintaining a safe working environment through strict protocol enforcement and ongoing training. My extensive background in reviewing and understanding our P/L has complimented my participation in the annual budget process.
In addition to my main priorities, I have lead and/or contributed in training managers across the business. I have also participated in various all-company projects.
Overview
18
18
years of professional experience
Work History
Home Services Manager
Airtron Heating & Air Conditioning
Columbus, OH
09.2017 - Current
- Drove significant growth in essential homecare customer base by more than 70%.
- Enhanced Google reviews by 353% through strategic engagement initiatives.
- Monitored and enhanced customer satisfaction to achieve an annual NPS score consistently above 86.
- Enhanced consumer gross profit margins by 7%.
- Analyzed market trends and optimized service offerings, resulting in a 173% increase in home service revenue.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Corporate Retail Sales Coordinator
Airtron Heating & Air Conditioning
Columbus, OH
02.2015 - 09.2017
- Coordinated sales initiatives to enhance customer engagement and satisfaction.
- Participated on the Marketing Committee to enhance efforts and drive brand awareness.
- Developed training materials for new team members to ensure consistent service delivery.
- Analyzed sales trends to inform product placement and promotional strategies.
Consumer Sales Coordinator
Airtron Heating & Air Conditioning
Columbus, OH
07.2012 - 02.2015
- Executed equipment purchasing for sales personnel, aligning resources with sales objectives.
- Assisted sales team in preparing proposals, presentations, and reports to drive business opportunities.
- Developed and implemented training sessions to enhance skills of new hires in service department.
- Facilitated customer support by addressing incoming calls while performing additional tasks.
- Implemented process improvements that increased operational efficiency within the sales department.
- Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
CSR, Dispatcher
Airtron Heating & Air Conditioning
Columbus, OH
03.2008 - 07.2012
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed service requests efficiently, ensuring timely scheduling and dispatch of technicians.
- Achieved exceptional sales performance in preventative maintenance plans.
- Maintained accurate records of customer interactions using CRM software to enhance service delivery.
- Collaborated with team members to streamline processes, improving overall response times for customer inquiries.
- Trained new staff on best practices for handling customer interactions and utilizing support tools effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Skills
- Positive attitude
- Workplace safety
- Operational efficiency
- Work Planning and Prioritization
- Multitasking and organization
- Problem-solving
- Team collaboration and leadership
- Strategic business planning
- Budget control
Timeline
Home Services Manager
Airtron Heating & Air Conditioning
09.2017 - Current
Corporate Retail Sales Coordinator
Airtron Heating & Air Conditioning
02.2015 - 09.2017
Consumer Sales Coordinator
Airtron Heating & Air Conditioning
07.2012 - 02.2015
CSR, Dispatcher
Airtron Heating & Air Conditioning
03.2008 - 07.2012