ALYSSA LANGE
Temple,TX
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings over 10 years of background maintaining customer satisfaction and contributing to company success.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Texas Hydraulics
06.2021 - Current
- Manage book of business well over $100 million across 120 customer accounts.
- Effectively supervised staff of four personnel by implementing company policies, protocols, work rules and disciplinary action.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Review orders and client requests to streamline delivery services and resolve material shortages.
- Supervise employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Aid senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Customer Service Representative
Texas Hydraulics
03.2020 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Build strong relationships with customers and manage their needs effectively to drive high customer retention and loyalty
- Work with multiple departments to achieve strong working relationships with internals teams.
- Maintain high volume of accounts with over 10 million annually
- Analyzes client requests with quick sense of urgency and explores possible solutions or forwards request on to appropriate department following-through until resolution
- Maintained customer's portals with purchase order acknowledgements, shipment notifications while tracking OTD metrics
- Experience in ERP system, preferably Oracle.
Payroll Administrator/AP
Shallow Ford Construction
09.2017 - 03.2020
- Managed payroll data entry and processing for 50 employees to comply with predetermined company guidelines.
- Calculated payroll deductions by accurately using Sage 300 and processed payroll to meet preset requirements.
- Reconciled and input weekly timesheets payroll data for field employees, updated employee pay, benefits, contact information, and resolved any payroll discrepancies related to previous errors or retroactive increases.
- Effectively managed certified payroll while paying close attention to detail when it came to labor laws and government job pay scales.
- Managed leave for FMLA and Workers Compensation to make sure all documents were up to date
- Performed AP and Payroll month end closing process as well as quarterly and YTD.
Customer Service Specialist Lead
H-E-B Grocery
05.2015 - 04.2019
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Provides superior customer service; looked for ways to go above and beyond customer expectations.
- Managed 50+ employees time while working with multiple shift changes within 4-8 hour shift changes.
- Review and approve financial transactions at cash register and business center.
- Identify issues and work with partners to identify / implement resolutions.
- Resolved concerns with products or services to help with retention and drive sales.
Account Executive
Jason Foegelle Agency
03.2011 - 04.2015
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Participated in networking events and developed relationships with potential clients to increase sales.
- Calculated adjustments, premiums, and refunds.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Analyzed retention, loss ratio trends and sales volume to identify areas for improvement.
- Managed effective retention strategies to maintain 80% monthly from customer renewals.
Education
Bachelor of Science - Business Management
University of Mary Hardin-Baylor
Belton, TX05.2017
Skills
- Conflict Resolution
- Leadership
- Process Improvement
- Order Management Systems
- Professional Relationships
- Product Knowledge
Timeline
Customer Service Manager
Texas Hydraulics
06.2021 - Current
Customer Service Representative
Texas Hydraulics
03.2020 - 06.2021
Payroll Administrator/AP
Shallow Ford Construction
09.2017 - 03.2020
Customer Service Specialist Lead
H-E-B Grocery
05.2015 - 04.2019
Account Executive
Jason Foegelle Agency
03.2011 - 04.2015
Bachelor of Science - Business Management
University of Mary Hardin-Baylor