Alison Russo Email & Phone Number

New York, United States

• Designed self-service program to train three new customer relations employees, in remote offices, feedback handling guidelines, research tools and communication style.
• Created materials to train new employees market specific feedback handling guidelines, legal regulations/obligations and communication style.
• Trained over 100 colleagues at two providers in 6 countries to ensure mastery of US/CA market specific legal regulations/obligations and understanding of customer… Show more
• Trained over 100 colleagues at two providers in 6 countries to ensure mastery of US/CA market specific legal regulations/obligations and understanding of customer expectations.
• Coached 10+ trainers to provide instruction on recognizing sensitive and disability related feedback to ensure adherence to 14CFR part 382 regulations in handling to avoid fines.
• Mentored three colleagues during creation of new material for upskill training; created user guide for training plan development. Show less

East Meadow, New York, United States

Coordinate a team of current and former employees and support deployment efforts if it becomes necessary to activate the Special Assistance Team.

Greater New York City Area

• Ensure high level of quality, customer satisfaction and compliance within established global service level
• Monitor performance and productivity of diverse, multinational team in the Americas
• Perform global quality check against scorecard and report team results to process owner
• Provide individual coaching and guidance to business partners and internal team based on scorecard results
• Escalation support, leveraging expertise and experience to effectively troubleshoot… Show more
• Escalation support, leveraging expertise and experience to effectively troubleshoot and resolve non-traditional customer complaints

• Develop and implement strategy to engage readers and build advocates resulting in positive brand image.
• Manage all online activities for Lufthansa in the US on Facebook, Twitter and other social media channels
• Create and coordinate content of editorial calendar ensuring brand unity across platforms
• Responsible for community management and engagement
• Manage agency partners and service providers, providing ongoing education and guidance
• Serve as online point person… Show more

• Lead in providing effective response to customer feedback, actively listening to issues and offering solutions and/or alternatives, to win back customers and resolve negative situations
• Analyzed feedback volume/SLA/deficiencies/opportunities on a monthly basis in order to promote/facilitate service and product improvements along with departmental reporting and statistics.
• Ensured productivity and efficiency by continually evaluating process for improvement.
• Coached, evaluated… Show more
• Coached, evaluated and trained local staff members in addition to Bosch CFM team in Liverpool
• Performed quality assessment of team members feedback in order to properly foster their development and promote team efficiency.

• Performed all duties of telephone sales agent. In addition:
• Fielded incoming calls and e-mails to assist customers and online agencies as both website technical and general support
• Direct customer inquiries to appropriate department(s).
• Reported application errors and maintained quality control of the LH North American website
• Training of new local hires and Lufthansa service center lead agents in Berlin and Dublin

Provided telephone customer sales support related to flight reservations, airfare quotes, international travel procedures and loyalty program.