Alyssa Guthrie
Norfolk,VA
Summary
Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Reliable business professional experienced in directing activities of workgroups. Develops strategies, seeks resources, sets goals, and obtains team feedback. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
Work History
Team Leader
OneADP
03.2023 - Current
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Manages, Coordinates, and Executes the new hire provisioning, onboarding, new hire coaching, nesting/Ramp Up period.
- Partnering directly with senior leadership and established leaders in shadowing day to day routine
Client Support Specialist III
OneADP
03.2022 - 03.2023
- Contributes to direct team and departmental coaching during call calibration and case analysis using the call flow sheet and call observation form for reference in 1:1 follow up
- Supporting associate engagement and success by promoting positive moral around TNPS, Case Parties, Incentives, and Standout/Engagement Pulse
- Participates in Corporate & Departmental escalations to completion using critical thinking and empathy
- Created opportunity for this position to participate in the role as a New Hire Coach and Peer Mentor lead – Preforms onboarding tasks/presentations and coordinates the Peer Mentor assignments and schedules.
Client Support Specialist II
OneADP
05.2021 - 03.2022
- Enhanced client satisfaction by addressing and resolving support issues in a timely manner.
- Expert in client de-escalation by utilizing specific resources and communication then providing coaching, feedback, and training
- Participated in many stretch assignments such as Peer Mentor, SSS/Peer2Peer Pilot, and departmental Case Crusher.
- Assisting leadership in chat announcements of Productivity, Metrics, Quality, and any organizational announcements
Client Support Specialist I
OneADP
09.2019 - 05.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of Workforce Now and creating welcoming, positive experiences.
- Enhanced client satisfaction in addressing and resolving support issues by offering tailored solutions in a timely manner.
- Investigated and resolved customer inquiries and escalations quickly.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained metrics in TNPS and AHT(average handle time)
Administrative Assistant
One Hour Heating and Air Conditioning
10.2018 - 07.2019
- Created and maintained databases to track and record customer data.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Client Care Representative
One Hour Heating and Air Conditioning
01.2014 - 10.2018
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
- Trained staff on operating procedures and company services.
Education
Bachelor of Science – Business Management -
University of Phoenix
12.2025
Associate of Arts - Business Fundamentals -
University of Phoenix
10.2023
Skills
- Improvement plan knowledge
- Expectation setting
- Complex Problem-Solving
- Process Improvement
- Quality Improvement
- Team Supervision
- Problem-Solving
- Coaching and Mentoring
- Team motivation
- Conflict Resolution
- Teamwork and Collaboration
- Client Support
- People Management
- Key Performance Indicators
- Onboarding and Orientation
- Relationship Building
Additional Trainings
Emerging Leaders Program-2023
Professional Skills Training
- Business Acumen
- Leadership
- Customer Service Excellence
- Problem Solving
- Effective Communication
Timeline
Team Leader
OneADP
03.2023 - Current
Client Support Specialist III
OneADP
03.2022 - 03.2023
Client Support Specialist II
OneADP
05.2021 - 03.2022
Client Support Specialist I
OneADP
09.2019 - 05.2021
Administrative Assistant
One Hour Heating and Air Conditioning
10.2018 - 07.2019
Client Care Representative
One Hour Heating and Air Conditioning
01.2014 - 10.2018
Bachelor of Science – Business Management -
University of Phoenix
Associate of Arts - Business Fundamentals -
University of Phoenix