Paige Rockwell
Burleson,TX
Summary
Strong team player with an appreciation and understanding of the importance of customer care as a function within the business. A self-starter and quick learner. Versatile skill set with experience in sales, management and customer service. Ready and qualified for the next stage in my career and looking forward to making a significant contribution to the growth of Account Receivables.
Overview
17
17
years of professional experience
Work History
Surgical Customer Care Team Lead
Alcon Laboratories, Inc.
Fort Worth, TX
03.2020 - Current
- Monitor team performance of 40 associates and provide constructive feedback to increase productivity and maintain quality standards.
- Assist in hiring contractors: review budget, new hire paperwork, assign mentors, provide all necessary information for daily expectations
- Closely monitor and manage service level by leveraging all possible resources to meet daily and monthly SL KPI's
- SPOC for AR/Surgical Pricing/Tax/Contracts
- Established and managed a temporary process to permanent process with brand, S&OP, R&A and Surgical AD
- Maintain indirect leadership role among CCA II’s by facilitating TL/CCA II meetings, improving order reset issues, assisting in reducing workload and operating as go-to when questions/issues arise
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Vision Care Team Lead
Alcon Laboratories, Inc.
Fort Worth, TX
11.2013 - Current
- Assisted with ECP monthly team meetings and 1:1 monthly check in’s
- Assisted in the new hire on boarding process: assigning mentors, providing all necessary information for daily duties, and provide spreadsheet/business continuity training
- Closely monitored service level and CC Pulse
- Assisted CCA’s with escalated account and job-related issues
- Assisted and collaborated with Marketing Operations Team on professional orders and product launches
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Led customer service projects to address and achieve key business objectives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives..
Store Co-Manager
Bebe
Dallas, TX
11.2006 - 09.2013
- Maintained team of 10-20 associate's efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Approved regular payroll submissions for employees.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
Planned and budgeted accurately to provide business with resources needed to operate smoothly. - Controlled store inventory and reviewed cash handling and operations reports.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Associate of Arts - Fashion Design
The Art Institute of Dallas
01.2007
Associate of Applied Science - Business Administration And Management
Tarrant County College
Skills
- Team Leadership & Development
- Cross-functional team leadership
- Strategic planning
- Project Management
Timeline
Surgical Customer Care Team Lead
Alcon Laboratories, Inc.
03.2020 - Current
Vision Care Team Lead
Alcon Laboratories, Inc.
11.2013 - Current
Store Co-Manager
Bebe
11.2006 - 09.2013
Associate of Arts - Fashion Design
The Art Institute of Dallas
Associate of Applied Science - Business Administration And Management
Tarrant County College
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