Julia Allen
Gallatin,US
Summary
Positive, upbeat customer focused specialist who brings more than 20 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
33
33
years of professional experience
Work History
Department Support/ Customer Service
US Lumber Nashville
Madison, TN
12.2023 - 05.2024
- Provided timely and accurate responses to customer inquiries regarding products, services, and policies.
- Assisted customers in resolving issues with their accounts or orders.
- Created reports of customer service activities for management review.
- Performed data entry tasks to keep records up-to-date and accurately entered into the system.
- Identified potential problems and escalated them as needed to ensure resolution.
- Developed relationships with customers through friendly interactions over the phone.
- Initiated contact with customers via telephone or email when necessary.
- Utilized computer systems such as Microsoft Office Suite for data entry purposes.
- Tracked all customer interactions using internal software applications.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
- Coordinated daily transportation activities including scheduling, routing, tracking and documentation.
- Collaborated with internal teams to coordinate shipments between multiple locations.
- Resolved any issues or discrepancies related to product delivery or receipt in a timely manner.
- Oversaw loading and unloading activities at warehouses and distribution centers.
- Responded quickly to customer inquiries about order status or changes in schedules.
- Analyzed customer orders and ensured accuracy in order entry.
- Performed cost-benefit analysis to evaluate project feasibility.
DONUT DIVA
McGaugh's Do-Nuts
Madison, TN
10.2022 - Current
- Greeted guests in a friendly and welcoming manner.
- Took orders from customers accurately and delivered to the customer quickly
- Ensured that all restaurant safety guidelines were followed at all times.
- Communicated effectively with colleagues about production needs or concerns.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Assisted customers with product selection and provided excellent service at all times.
Quality Assurance Specialist
STR
Hendersonville, TN
10.2012 - 11.2021
- Maintain accuracy of the Census & Pipeline database by reviewing changes made to records
- Offer feedback to Census & Pipeline depts on efficiency & congruence.
Special Projects Team Leader
STR
Hendersonville, TN
02.2010 - 10.2012
- Lead a team of 5; gave instruction & delegated research projects that resulted in growing the NNA Census database outside the normal additions of the Census department.
Research Specialist
STR
Hendersonville, TN
08.2006 - 02.2010
- Maintaining NA/NNA databases
- Responsible for all corporate changes of Best Western & the Wyndam umbrella of brands
- Responsible for coding of management & owner companies per the AH&LA database
- Worked closely with Pipeline, updating records in Census that were under construction
- Trained new employees on research & functionality of the Census database.
Customer Service/Call Center Manager
Tab Hunter Plumbing, Heating & Cooling
Hendersonville, TN
01.2004 - 06.2006
- Trained all new hires on call center software, phone etiquette, service plan up sell
- Worked closely with finance companies, was also responsible for purchase ordering, accounts payable, and accounts receivable
- Expertise in creating weekly revolving employee schedules
- Approved time cards & vacation scheduling
- Dispatched service techs based on their experience & location
- Was able to multi-task during high call volume times
- Determined course of action for all client conflict.
Customer Service Rep/Hotel Reservations
ShoLodge/InnLink
Gallatin, TN
05.1992 - 06.1994
- Call center representative for multi-chain hotel reservation service, including Shoney's Inns, Key West Inns, Ameri-Suites, and a handful of independently owned hotels
- Assisted clients placing hotel reservations, suggesting alternate solutions to sister properties in the same area when occupancy was to capacity.
Departmental Support Specialist
Us Lumber
Madison
Education
General -
Volunteer State Community College
Skills
- Courteous demeanor
- Energetic work attitude
- Adaptive team player
- Seasoned in conflict resolution
- Telephone inquiries specialist
- Customer service expert
- Excellent communications skills, both written & verbal
Accomplishments
- Database Maintenance- Increased the accuracy of records kept for NA Census, NNA Census, Pipeline, & AH&LA. Expert experience with all the above mentioned databases. Led the Special Projects Team, increasing the number of records entered in NNA.
- Customer Assistance- Managed a call center of 20+ in the service industry, averaging a consistent closing rate of 85% for inquiry calls, including regional leadership in service package up sells.
- Hotel reservation specialist- Assisted potential clients in placing reservations in multi-chain hotel call center. Fast thinking ability to suggest multiple options in the event of no availability at preferred destination by familiarizing myself with regional areas. High closing rate for club plan sales.
Career Overview
Seasoned researcher, experienced in Census, Pipeline, & AH&LA databases, with strong working knowledge of CRM and other STR applications, including STR Explorer and Agility. Expert background in customer service management, 4 years of call center experience in both the hotel and service industries, including conflict resolution and cold sales of service packages. Seasoned experience in logistics, billing, recieving and shipping management.
Timeline
Department Support/ Customer Service
US Lumber Nashville
12.2023 - 05.2024
DONUT DIVA
McGaugh's Do-Nuts
10.2022 - Current
Quality Assurance Specialist
STR
10.2012 - 11.2021
Special Projects Team Leader
STR
02.2010 - 10.2012
Research Specialist
STR
08.2006 - 02.2010
Customer Service/Call Center Manager
Tab Hunter Plumbing, Heating & Cooling
01.2004 - 06.2006
Customer Service Rep/Hotel Reservations
ShoLodge/InnLink
05.1992 - 06.1994
Departmental Support Specialist
Us Lumber
General -
Volunteer State Community College
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