Alexis Hendricks Email & Phone Number

Philadelphia, Pa

Burlington, Vermont, United States

Remote

Kansas City, Missouri Area

Onboarded new clients, and led the training on Allegiant's technical support process. First point of contact for customer issues and concerns. Managed customer service tickets (ConnectWise) and billing for the IT and Avaya Technician teams. Setting priorities and changing them flexibly and quickly according to customer contracts and service level agreements. Executing 97% customer satisfaction rating and holding internal weekly meetings to discuss best practices and methods of improvement. Creating the ideal customer experience from start to finish.

Kansas City, Missouri Area

Primary point of contact for customer service escalations and issues. Managed customer service ticket database (Autotask) for five client technician teams. Prioritized customer issues and concerns while upholding contractual service level agreements. Monitored customer satisfaction ratings by analyzing ticket metrics and technician performance. Summarized analysis and distributed the data reports to upper management. Project managed the Customer Success meetings with the CTOs – directing the process improvement of Customer Service best practices. Reported to the Vice President of Technical Operations.

Kansas City, Missouri Area

Project managed targeted strategic, life-cycle and emergency projects related to Facilities, Food & Beverage and Marketing (digital signage) systems using established project management disciplines to ensure all aspects of facilities’ deployments. Coordinated schedules, delivery, installation, and quality assurance for equipment and associated network systems per company goals and directives. Served as primary liaison between construction crews and theatre management.

Kansas City, Missouri Area

Primary point of contact for customer service issues related to the fiber construction process also known as the Last Mile. Managed the customer service ticket database and trained teams on how to use the tool effectively. Monitored customer satisfaction ratings and reported data to upper management teams. Project managed The Last Mile construction process by holding meetings with vendors and discussing customer complaints/escalations as well as providing solutions for any roadblocks the vendors encountered in the field. Led weekly meetings with customer service teams to discuss process improvements and best practices for the ultimate customer experience.

Kansas City, Missouri Area

As a member of the tech sales team, I was the account manager of 70+ clients and primary point of contact for contract renewals, service issues, etc. Executed a renewal/expansion project responsible for an additional $95,000 in company revenue – responsibilities included auditing customer service via cross-functional teamwork, created quotes with new pricing, and compiled new contracts accordingly. Conducted face to face meetings with potential customers and demonstrated the ability to build immediate rapport with an end goal of acquiring more business for the company.

Remote Contractor

Created customer surveys for the Chief Revenue Officer about CQ Roll Call products in order to better understand the needs of the customer demographic, product strengths/weaknesses. Created reports of the survey responses, analyzed the results and made recommendations on product improvements.

Washington D.C. Metro Area

Promoted in 9 months to acquire more responsibilities on the Marketing Communications team while continuing Advocacy Coordinator tasks. Constructed trade agreements and statement of work on behalf of clients and their digital media needs. Served as liaison between Advertising team and client, updating clients on project timelines, overseeing creation of digital media content. Primary contact responsible for day-to-day media relations consisting of writing bi-daily pitches to local and national media. Responsible for weekly media reporting to the Director and Vice President of Marketing of all TV and radio appearances.

Washington D.C. Metro Area

Account manager of over 20 A&E clients – responsibilities included collaborating with customers to provide customized digital media solutions (email newsletters, digital newsfeeds, etc.) and monitoring their online news tracking products. Conducted internal training sessions with sales team for Insight dashboard, which is a customized and real-time news source dashboard, and fully aware of all the functionalities that Insight could offer clients.

Washington D.C. Metro Area

Performed administrative assistant tasks including but not limited to answering phones, delivering mail, and keeping record of incoming and outgoing mail for entire staff at NBC Washington Channel 4 and MSNBC

Burlington, Vermont Area

• Wrote promotional scripts about Profile guests to endorse the program• Learned the fundamentals of public television production• Acquired basic skills of camera work and control room production• Developed broadcast writing style

Washington D.C. Metro Area

• Created profile articles promoting local women entrepreneurs• Conducted individual interviews with business women • Gained knowledge of the website’s marketing and social networking

Masters Of Science In Sports Business

B.A., Psychology With English Minor

Activities and Societies: Varsity Swim Team Member, The Vermont Cynic Staff Writer

Education record

Activities and Societies: Varsity Swim Team