Campbell Alnita
Cleveland,OH
Summary
Driven to strengthen teams and motivate employees to outperform expectations. Cultivates rapport with Web Developers, Quality Assurance, and Business Managers to assess problems with a critical eye, resolve complex problems, and develop innovative improvement strategies. Strong understanding of business practices and demands.
Overview
23
23
years of professional experience
Work History
Technical Support Sr. Leader
American Greetings Corporation
10.2008 - Current
- Acts as thebusiness's leading resource for all digital project management needs and attends bug triage or performance report-out meetings as the voice of customer service.
- Primary contact for delegating responsibilities for adding JIRA tickets, updating Confluence, and managing the communication of known bugs and workarounds to the team
- Responsible for overseeing the technical team's support of field sales of over 10K field sales employees related to Volt, application questions, and tablet support
- Directs and assigns the work for Technical Support Team members in a manner consistent with corporate and department strategies
- Manages technical team utilizing various support tools such as Service Now, CSC, Volt, MiPlan, and two Social Media platforms
- Uses expertise to foster ideas via technical enhancements to grow sales and profitability across all supported brands and centers
- Engages the team to act as the voice of customer service on several digital and FAQ platforms and directs the team in managing Social Media support
- Monitors employee interactions (phone calls, e-mails, etc.), assessing the exchange against the goals and standards of American Greetings and documenting areas of excellence and improvement for future coaching opportunities
- Handles internal and external customer escalations from agents, including technical escalations, customer satisfaction issues, or issues outside of technical support responsibilities
- Coordinates with Customer Experience Center Training Manager to ensure continued training opportunities are defined, developed, and executed for team members' continued development
- Foster Growth and Development for direct reports by driving self-advocating and mentorship to prepare them for a pipeline of next-level professional growth
- Ensures sufficient technical support resources are cross-trained on determined center functions to minimize business risk and ensure customer satisfaction
- Developed the Technical Support Team's center schedule and maintained attendance to cover the Customer Experience Center's objectives
- Implemented and monitors new business processes and practices ensuring compliance with Standard Operation Procedures and any related regulatory components.
- Responsible for creating and contributing to a continuous improvement and excellence culture through goal setting, assessing performance, coaching, providing feedback, and documenting results in regularly scheduled performance reviews
- Works with management to ensure that morale is maintained at a high level and that team members have an active role in idea development and project execution
- Partners with Quality Support Analysts to define and perform agent coaching sessions and work to improve the quality assessment process in the center continuously
- Manages the Customer Experience Center floor during scheduled management duty days to ensure all contact flow into the center is adequately managed
- In partnership with Supervisors, Managers, and HR, coordinates all hiring activities for part-time and full-time Technical Support agents joining the center.
- Produced weekly, daily, and monthly activity reports as needed.
- Provided expert leadership to a group of more than 15 employees.
- Set clear team goals and delegated tasks, and set deadlines.
- Directed employees, set schedules, and prioritized work assignments.
- Developed strategies to promote team member adherence to the company to company policies and performance goals.
Shift Manager
Little Caesar's Pizza
05.2008 - 10.2008
- Entered customer orders into the POS system when placed via phone calls.
- Cashed customers out when picking up food orders.
- Assisted upper management with daily operations.
- Completed food orders according to menu standards.
- Maintained store cleanliness per store regulations.
- Trained new crew members.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate them toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Consistently exhibited a calm demeanor during periods of high volume or unusual events to keep the store operating smoothly and set a positive example for the shift team.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Cultivated professional working relationships with peers and supervisors.
- Increased sales by upselling products.
Customer Service Representative
CSR, Kelly Staffing, via AGI
10.2006 - 05.2007
- Offered customer support via phone, email, and live chat.
- Collected all information needed to resolve billing and technical-related issues.
- This included browser versions and Operating systems.
- Created new customer accounts across seven American Greetings-owned websites.
- Answered customer telephone calls quickly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered customer advice and assistance, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, and handled time, and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained retention rates with approved Business offers.
Assistant Manger
Rascal House Pizza Café
07.2000 - 06.2004
- Managed staff of 15 or more employees per daily shift
- Created employee schedules every week
- Interviewed potential candidates and trained new employees
- Performed daily inventory and ensured proper rotation when new products were delivered
- Developed a loyal and delighted customer base through proactively managing team customer service strategies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored security to protect employees, customers, and property.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Responsible for all cash registers during shifts run by me
- Worked on the line during peak hours
- Maintained cleanliness throughout the entire restaurant during shifts.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in the workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Education
Impact on People and ResultsManaging Transition and Embracing Change - Development
Kent State University Corporate
800 E Summit St. Kent, Ohio 44240 MS Excel Beyond the BasicsMistake-Free - Business Information Systems
Corporate College
No Degree - Associate of Applied Business - IT-Programming
Cuyahoga Community College
Cleveland, OH12.2024
Data Analytics
Lakeland Community College
7700 Clocktower Drive, Kirtland, OH 44094HTML Basics - undefined
Remington College
Cleveland, OH06.2006
Skills
- Excellent oral, written, communication, and interpersonal skills
- Very experienced with mobile devices and computers
- Strong troubleshooting and analytical skills
- Brand Awareness
- Business Operations
- Standard Operating Procedures Proficient
- Employee Retention
- Leadership
- Quality Control
Timeline
Technical Support Sr. Leader
American Greetings Corporation
10.2008 - Current
Shift Manager
Little Caesar's Pizza
05.2008 - 10.2008
Customer Service Representative
CSR, Kelly Staffing, via AGI
10.2006 - 05.2007
Assistant Manger
Rascal House Pizza Café
07.2000 - 06.2004
Impact on People and ResultsManaging Transition and Embracing Change - Development
Kent State University Corporate
MS Excel Beyond the BasicsMistake-Free - Business Information Systems
Corporate College
No Degree - Associate of Applied Business - IT-Programming
Cuyahoga Community College
Data Analytics
Lakeland Community College
HTML Basics - undefined
Remington College
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