Alyssa Holland
Charlotte,NC
Summary
Dynamic customer service leader, enhancing team performance and driving process improvements. Skilled in customer relationship management and data analysis, I excel in resolving complaints swiftly while fostering engagement. Committed to achieving organizational goals through effective communication and strategic planning.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Piedmont Social House
Charlotte, NC
11.2022 - 03.2025
- Ensure company directives are communicated to the management team.
- Identified opportunities for process improvement within the customer service department.
- Ensured that all customer queries were handled quickly and professionally
- Prepared detailed reports of daily activities for management review.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Assisted with customer inquiries, scheduling event previews, and customer follow-up feedback.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
Assistant General Manager
Panera Bread
Charlotte, NC
09.2019 - 10.2022
- Customer satisfaction specialist and talent manager.
- I was in charge of all channels of sales, including delivery, catering, and dine-in.
- Plan an appropriate sales building for our management team in order to execute the best customer service, order accuracy, and sustainability.
- Encouraged, trained, and disciplined employees to maximize performance.
- Motivated and led team members to work together to achieve targets.
- Supervised various critical tasks, including budget implementations, employee reviews, training, and schedules.
- Worked with management to plan and implement special events to boost customer numbers and profits.
General Manager
Zoes Kitchen
Charlotte, NC
01.2009 - 07.2019
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Increased annual profit by streamlining processes and improving staff knowledge of optimal procedures.
- Coordinated monthly budgets, managed profit and loss, and consistently met desired margin targets.
- Enhanced team engagement and performance with daily updates and bi-weekly manager meetings.
- Developed and deepened community partnerships to create mutually beneficial relationships and build new revenue channels.
- Oversaw product development initiatives from concept through completion stages.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
Education
High School Diploma -
Ardrey Kell High School
Charlotte06.2009
Associate of Arts - Business Management
Central Piedmont Community College
CharlotteSkills
- Business development
- Contract management
- Crisis management
- Fundraising
- Customer engagement
- Vendor relations
- Process improvement
- Customer relationship management
- Data analysis
- Reporting skills
- Proficient in Microsoft
- Performance evaluation
- Live chat support
- Inbound and outbound calling
- Email management
Certification
Serve Safe Certified
Accomplishments
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Supervised team of 30 staff members.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off401k matchQuote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Executive
Piedmont Social House
11.2022 - 03.2025
Assistant General Manager
Panera Bread
09.2019 - 10.2022
General Manager
Zoes Kitchen
01.2009 - 07.2019
High School Diploma -
Ardrey Kell High School
Associate of Arts - Business Management
Central Piedmont Community College
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