Michelle Allen
Customer Support Manager
Kalamazoo,MI
Summary
Executive level leadership for 15+ years, strong business acumen, identifying and analyzing department trends. Celebrating, redirecting and coaching to achieve results. Multi-level communication skills,
necessary to discuss and ensure implementation of information from many sources. Ability to operate in compliance with company procedures and minimize customer impact. Effective trainer, with an ability to understand and execute new company initiatives, provide feedback on programs, and help to establish ongoing training required for the organization.
Overview
24
24
years of professional experience
Work History
Customer Support Manager
Zoetis
06.2020 - Current
- Periodic meetings with global clients and reps to troubleshoot customer concerns, and follow up with their needs and preferences
- Collaborate on development of training materials relevant to the customer service team in Genetics Business to ensure alignment in the delivery of our genetics services
- Weekly one-on-one meetings with colleagues and contractors in Customer Support organization to review performance, talk through customer situations, ask for feedback, and look for better ways to support customers and reps
- Keep team moving in the right direction, through recognition and involvement.
- Ensure every customer and rep feels valued, everyone on the team knows our customers both internal and external are our number one priority
- Create a culture of autonomy
Assistant Store Manager Customer Service and Human Resources
JCPenney’s
04.2019 - 05.2020
- Drive a Culture of Customer Success
- Oversee customer service recovery - ensuring customer concerns are addressed, and solutions implemented
- Follow up and coach team members involved in customer dissatisfaction experience
- Manage holiday hiring – recruit, interview, onboard, coach and train, 40 new team members, retained 10 as permanent team members after the holiday season.
Operations and Asset Protection Manager
Macy’s
02.2018 - 03.2019
- Led the store’s eight-person management team in planning, implementing, monitoring, and managing the store shortage prevention and awareness programs
- Managed staffing, used the scheduling program Kronos, to ensure adherence to the daily staffing plan
- Managed payroll/non-payroll expenses approximate total over $3 million, directly responsible for EBIT%
- Finished year under planned expenses by 1.3%
- Recruited and developed qualified asset protection, logistics and sales team members by creating and supporting a culture that values retention, career development and succession planning
- Analyzed results through-out the district and collaborated with the leaders at stores that were trailing behind the average, to find ways to improve processes to bring the store up to the district standard.
Multi-Store Operations Manager
Macy’s
10.2013 - 02.2018
- Directed operations at four stores in Ann Arbor, Kalamazoo, Okemos, Lansing and Battle Creek; spanning 120 miles
- Functioned as district lead for logistic processes, peer coaching and onboarding seven operations managers
- Led the project to build the new customer service area, collaborating with contractors, and facilities maintenance to create a central location for customer pick up of online orders, customer returns, and bill payment
- Responsible for staying on budget for all controllable expenses at four stores, this was accomplished through following strict budgets, sharing goals and results with the store managers on a weekly basis well as reviewing month end results and adjusting as needed to meet year end goals and commitments
- Accountable for achieving all operational benchmarks and leadership coaching to drive top results, ranked number 1 for combined logistics scorecard in the Michigan district
- Established strategy that put the Michigan district in the lead of all other districts in the region in 2017
- Earned the safety award for safest store in the Michigan district at two different locations, in two different years
- This award resulted in a $5,000 prize for the store’s employee engagement fund.
Merchandise Team Manager
Macy’s
05.2000 - 10.2013
- Managed team of 30 direct reports with annual sales of $18 million
- Built brand loyalty for our private labels by teaching and training
- Led supervisors and team members of visual, reset, merchandise placement and logistics to ensure an entertaining shopping experience for customers, to ensure the store had an entertaining shopping experience, while meeting and exceeding all objectives
- Served as safety leader, responsible for teaching and maintaining company and government standards and guidelines
- Coached, taught, trained and managed performance as needed.
Education
BBA - Business Management
Western Michigan University
Kalamazoo, MIAssociate of Arts -
Lake Michigan College
Benton Harbor, MISkills
- Leadership
- Conflict Management
- Analytical
- Computer Skills including Excel, Word, PowerPoint, Kronos, Salesforce
Timeline
Customer Support Manager
Zoetis
06.2020 - Current
Assistant Store Manager Customer Service and Human Resources
JCPenney’s
04.2019 - 05.2020
Operations and Asset Protection Manager
Macy’s
02.2018 - 03.2019
Multi-Store Operations Manager
Macy’s
10.2013 - 02.2018
Merchandise Team Manager
Macy’s
05.2000 - 10.2013
BBA - Business Management
Western Michigan University
Associate of Arts -
Lake Michigan College