Alli Hodgson Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Englewood, Colorado, United States

Comprehensively managed systems updates within Mindbody POS for approximately 750 individual franchise sites including Fitness Together, Elements Massage, and Amazing Lash Studio. Daily management of SalonClouds+ product for franchisee use. Zendesk support. Notable Projects:• Integral role in creating & rolling out WellBiz One, a platform for franchisees to manage online booking, transactional SMS, 2-Way SMS, and Digital Intake Forms. • Monthly price updates for participating studios• A major project to update all settings and offerings in two studios’ sites to better align with the rest of the brand.• Created new systems to track franchisee opening, closing, and transfer dates to facilitate more accurate updates of Mindbody and other systems.

Denver, Colorado, United States

• Advanced through progressively responsible positions to lead up to 35 customer support specialists, including 5 managers to ensure customer satisfaction for the world's largest in-person yoga provider. • Supervised daily operations to maximize productivity and efficiency in order to improve customer relations. • Provided employee development, mentoring, and leadership, including establishing performance goals and conducting performance reviews. • Created trainings and new processes for field and service teams to enhance customer support. • Contributed to implementing new technologies to improve reliability and operational effectiveness. • Oversaw product administration for multiple SaaS systems. • Handled escalations and utilized problem solving skills to propose alternatives and determine appropriate solutions. • Provided customer support administration for help desk, chat, billing software, knowledge base, and call tracker. • Managed multiple outsourced teams. • Monitored and maintained KPIs, forecast, department budget, and adjusted strategy based on data points. Select highlights:• Ensuring superior customer support and operational efficiency for a fast-paced contact center with ~10K interactions per week.• Consulting in the customization of new database software and managing the migration of 300K+ customer billing records to the new system.• Managing the acquisition of 4 franchises, migrating all data into the corporate database and leading the team in processing customer membership changes.• Serving on the team to launch an innovative on-demand video streaming service, overseeing customer service and billing implementation.• Directing customer experience services for the launch of an e-commerce platform, including training teams to implement best practices and writing scripts for rollout of new chat bots and live chat.• Receiving multiple awards for advancing the company mission and leading a launch team.

Self-Employed

• Built, motivated, and led a highly effective sales team. • Generated leads and closed sales using relationship-based and consultative sales methods.• Ensured customer satisfaction and customer retention.

Areas of specialization included food and wine knowledge programs for service staff, leadership programs for hourly staff, and one-on-one staff coaching.Responsibilities:Managed inventory of restaurant supplies.Wrote schedules for hosts, food runners, and trainees.Tracked labor costs.Maintained staffing levels in all areas of the front of the house.Ensured outstanding guest experience.

Small call-center based reservation system for Mobil Five-Star hotel and restaurant.Duties included:Receiving calls for meals and lodging reservationsCreating special arrangements for celebrations and dietary needs, et alAdvising guests of local activities and transportHand-writing and decorating thousands of one-of-a-kind gift certificates for holiday salesReporting VIP information to kitchen and house staff for preparation of special arrangements

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Philosophy

Certificate In Self Leadership, Organizational Leadership

Certificates In Call Center Supervision & Staffing, Business, Call Centers

High School Diploma