Allison Roy Email & Phone Number

Augusta, Maine

Augusta

Farmington, Ct

- Motivated Spare Parts Call Center to greatly improve response time to customers and reduce wait time in queue. Call processing rate increased from 87% to 96% within 5 months. - Develop critical thinking and problem solving skills among team members- Identify areas of improvement opportunity and work as a team to implement lasting solutions- Assess employee performance, identify training needs and further develop skills to maximize work through-put- Cultivate customer feedback and prepare strategies to increase customer satisfaction- Analyze call data and identify volume trends, subsequently matching support capacity to meet needs- Track emerging trends in call center operations management - Benchmark industry leaders in Call Centers nationwide, implementing best practices when appropriate

Farmington, Ct

- Key contact in Service Department- Set performance standards- Motivated and supported Customer Service Admin Team- Coordinated scheduling of Admin team to ensure adequate coverage- Provided Administrative support to Service Management team- Assisted Vice President of Customer Services with special projects- On-boarded new field service engineers- Maintained department goal house- Purchasing agent for Service department- Coordinated lean office activities- Travel coordinator- Facilitated lease vehicle fleet for Service department- Processed affiliate invoices- Enforced company time and attendance policies- Performed weekly time and attendance checks- Coordinated bi-annual Field Service Meeting- Maintained monthly KPIs- Entered new complaints into database and performed follow-ups as needed- Prepared and distributed meeting minutes - Provided Certify expense training to employees both within and outside of the Service department

West Farms

- SSA (assistant management) during holiday season December - January 2013/2014: resolved customer complaints, performed cash pick-ups, performed trouble-shooting in difficult returns or exchanges, balanced floor cash banks during shift starts and ends, motivated and supported sales staff - Greeted customers with a warm welcome- Assisted shoppers find specific items and contacted other Macy's locations to track down items not in our own stock- Processed sales transactions with efficiency and accuracy- Resolved customer complaints, only escalating to management in rare instances when customer insisted- Maintained security and visual standards on the department floor- Ensured balanced cash tills at shift end

Bristol, Ct

- Assistant to Customer Service Manager- Ensured accurate order entry- Expedited orders through the manufacturing process in-house as well as through external vendors (heat treating, plating)- Provided timely feedback to customers regarding order status- Scheduled counter to counter pickup and delivery to automotive customers when needed- Created new part records- Trained new customer service staff- Maintained accurate files