Allison Steer Email & Phone Number

I am proud to lead an organization that specializes in individualized, customer-first consulting services to Government, Corporate, and nonprofit organizations. At our core, we leverage best practices learned over 25+ years of 'hands-on' experience to create/direct strategy, planning, and execution of an organization’s operational goals. We provide subject.

New York, NY, US

• Led the Sales and Service recruitment, hiring, training and mentorship of the Go-to-Market Organization (50+ team members), maintaining a 99% retention rate 1.5 years later
• Successfully restructured revenue targets and revamped the headcount plan to maximize the efficiency of the existing workforce. This strategic initiative led to a significant improvement in daily performance, directly.
• Initiated the successful implementation of Salesforce as the organization’s CRM system, enabling real-time view of the sales pipeline for lead to closed/won.
• Pioneered the development of comprehensive quantitative and qualitative metrics, guidelines, and standards, which have since become the official sales and service playbook used to deliver top-tier sales and service.
• Initiated and led the successful rollout of a company-wide annual review process. This streamlined approach enhanced performance evaluation and transparency fostering a culture of continuous improvement and.

Herndon, Virginia, US

• Oversaw the School Operations budget process, actively contributing to product ideation, leading business case development, and securing executive approval for a multi-million-dollar budget
• Pioneered a comprehensive bottoms ups evaluation, including headcount and role ratio assessments, resulting in a $7million reduction in annual operating costs. This achievement was realized by eliminating 25 high-level.
• Collaborated with the President to launch Head of School Advisory Board, which supported over 20 schools on a national level. This initiative involved in-depth analysis of spending against risks and policy adoption for.
• Established the Board and Partner Relations organization, focusing on board risk mitigation. Implemented the Salesforce platform for real-time tracking, conducted corporate training, and initiated Quality Assurance.
• Served as point of contact for company escalations, ensuring timely and effective resolution of critical issues.

Herndon, Virginia, US

• Renegotiated and secured new vendor contracts for the Support organization, optimizing cost-effectiveness and service quality.
• Collaborated closely with business leaders to provide support for annual operations planning, vendor roadmap management, quarterly business reviews, and board meetings, ensuring alignment with organizational goals and.
• Managed a budget exceeding $20million, while providing support to a workforce of 1500+ employees and contractors. This budget supported both new and returning revenue streams.
• Successfully launched an online technical support Knowledgebase utilized by both client-facing and internal employees, facilitating efficient problem solving and knowledge sharing.
• Played a pivotal role in supporting multiple product launches from concept to implementation.
• Implemented a new telephony platform, featuring instructional messages and virtual queues, which resulted in a reduction in repeat callers and transfers by over 15%. This initiative consistently exceeded First Call.

Herndon, Virginia, US

• Successfully launched an online ‘chat’ customer service organization for inbound sales and technical support teams. This initiative significantly reduced the time from enrollment to approval by up to 4 days and.
• Led the transition of a ‘homegrown’ customer enrollment portal to Salesforce, spearheading the entire change management process. This transition included the establishment of an internal Program Management Office (PMO).

Anchorage, AK, US

• Lead Program Coordinator for Iraq Immersion training program for the DoS under an Alutiiq, LLC contract.

New York, NY, US

• Raised 1-year customer satisfaction scores by 6% through improved segmentation and customer engagement. Reduced churn rate by improving payment compliance policies. Developed and consistently exceeded monthly sales.
• Designed formal processes to integrate new products and promotions into call centers enabling critical training prior to launches and raising productivity and customer close rates to 12%.

Basking Ridge, NJ, US

• Demonstrated consistent achievement over several years by exceeding goals for sales, retention, and customer satisfaction in multiple roles.
• Managed launches across 15 domestic and international Customer Service Centers, coordinating vendors and employees to achieve inbound and outbound goals for sales, service, and upselling.
• Created and led training, strategies, and programs that coordinate complex logistics and multiple audiences to maximize customer satisfaction and enhance the appeal of products and services.
• Created Customer First Retention organization, controlling People Management, Budget, Quality and Training.