Payton MacKenzie
Waukee,IA
Summary
Detail-oriented, customer-focused professional with over ten years of experience in cultivating lasting client relationships and delivering exceptional service across diverse sectors, including customer service, retail, and banking. Recognized for a positive, solutions-driven mindset and strong organizational skills, consistently exceeding customer expectations through accuracy, professionalism, and personalized support. Expertise in customer account management, billing support, appointment scheduling, and administrative coordination complements a proven ability to collaborate effectively with cross-functional teams to resolve complex issues and enhance operational efficiency. Committed to building trust, streamlining processes, and contributing to organizational success while upholding the highest standards of quality and integrity.
Overview
11
11
years of professional experience
Work History
Business Customer Advocate II
Allo Communications
Lincoln, NE
04.2026 - Current
- Serve as a senior customer advocate for complex business accounts, independently managing escalated service, billing, provisioning, and account-related issues while delivering exceptional customer experiences.
- Serve as a trusted escalation resource for complex customer issues, utilizing strong analytical and critical-thinking skills to deliver timely, customer-focused resolutions.
- Collaborate cross-functionally with Sales, Provisioning, Technical Support, Engineering, Field Operations, and Billing to coordinate service delivery and resolve complex customer challenges efficiently.
- Take ownership of complex operational processes, including service order coordination, provisioning reviews, disconnect requests, equipment management, and account maintenance, ensuring accuracy and timely completion.
- Perform advanced troubleshooting for business internet, voice, Wi-Fi, and networking services, coordinating with technical teams to restore service and minimize customer downtime.
- Train, mentor, and support new Business Customer Advocates by sharing knowledge, reinforcing best practices, and promoting consistency in customer service and operational processes.
- Work independently with minimal supervision, managing multiple high-priority requests while maintaining exceptional accuracy, organization, and attention to detail.
- Consistently demonstrate operational excellence and customer advocacy, earning 11 Quality Assurance Business Award nominations in recognition of exceptional performance and attention to detail.
Business Customer Advocate I
Allo Communications
Lincoln, NE
04.2024 - 04.2026
- Served as the primary point of contact for business customers, delivering exceptional service while resolving account, billing, and service-related inquiries with professionalism and efficiency.
- Managed over 200 customer accounts on a monthly basis by processing service orders, account changes, upgrades, transfers, and disconnect requests while ensuring accuracy and compliance with company policies.
- Performed basic technical troubleshooting for internet, voice, and networking equipment, guiding customers through diagnostics and coordinating with technical teams to resolve service issues.
- Investigated complex customer concerns by collaborating with Sales, Technical Support, Provisioning, Billing, Engineering, and Operations to deliver timely, effective resolutions.
- Analyzed customer accounts to identify discrepancies, verify service configurations, and maintain accurate account documentation and billing records.
- Built trusted customer relationships through proactive communication, clear expectation setting, and consistent follow-through from initial inquiry to final resolution.
- Managed a high-volume workload by prioritizing competing requests, navigating multiple systems simultaneously, and maintaining exceptional attention to detail in a fast-paced environment.
- Applied critical thinking and sound judgment to resolve non-routine issues while improving the overall customer experience and minimizing operational delays.
Operations Customer Support Specialist I Merchant
Commerce Bank
Kansas City, MO
03.2023 - 04.2024
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Appliance Sales Specialist
Lowe’s Home Improvement
Kansas City, MO
06.2021 - 03.2023
- Deliver a quick professional customer experience.
- Address issues, and improve efficiency among associates in the department.
- Optimize team operations and dynamics.
- Streamlined the sales process for increased efficiency and better client experience.
- Meticulously maintained the appliance showroom to provide an inviting and professional environment for clients.
Assistant Manager
Amigos/Kings Classic
Lincoln, NE
06.2015 - 06.2021
- Managed thirty team members.
- Responsible for store operations by shift.
- Assisted with maintaining inventory.
- Administered Amigos’ policies and procedures.
- Addressed customer concerns and questions.
- Completed daily register balancing and store paperwork bookkeeping.
Education
One Year Completed - Business
Southeast Community College
Lincoln, NE12-2020
High School Diploma -
Lincoln Southeast High School
Lincoln, NE05-2018
Skills
- Customer Advocacy
- Customer Relationship Management
- Customer Service Excellence
- Relationship Building
- Critical Thinking
- Analytical Problem Solving
- Conflict Resolution
- Cross-Functional Collaboration
- Prioritization & Time Management
- Accuracy & Attention to Detail
- Organization
- Training & Mentoring
Awards
Professional Achievements
- Quality Assurance Business Award Nominee | ALLO Communications – Recognized with 11 nominations for consistently demonstrating exceptional quality assurance, attention to detail, and a commitment to delivering outstanding customer service and operational excellence.
- Bank Operations High Five Award | Commerce Bank – Recognized for outstanding cross-functional collaboration and exceptional service by providing transparent communication and critical support to the Treasury Management team regarding PCI data and client survey inquiries. Personally commended by a Treasury Management Officer for consistently going above and beyond to deliver an exceptional customer experience.
- Store of the Year Award (2019) | Amigos/Kings Classic – Contributed to a high-performing team recognized for outstanding operational performance, customer satisfaction, and overall store excellence.
- Customer Service Expert Award (2019) | Amigos/Kings Classic – Recognized for receiving exceptional year-to-date customer feedback and consistently delivering personalized, high-quality customer service.
- Service Star Awards (2) | Lowe's Home Improvement – Awarded twice for exceptional teamwork, front-end customer service, and positive customer survey recognition.
Gallup Builder Profile
- Confidence
- Relationship
- Independence
- Selling
- Conductor
Timeline
Business Customer Advocate II
Allo Communications
04.2026 - Current
Business Customer Advocate I
Allo Communications
04.2024 - 04.2026
Operations Customer Support Specialist I Merchant
Commerce Bank
03.2023 - 04.2024
Appliance Sales Specialist
Lowe’s Home Improvement
06.2021 - 03.2023
Assistant Manager
Amigos/Kings Classic
06.2015 - 06.2021
One Year Completed - Business
Southeast Community College
High School Diploma -
Lincoln Southeast High School