Customer Service Call Center, automotive industry experience

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ALYSON HOLDAWAY

Eagle Mountain, UT ***** 385-***-**** *****************@*****.***

PROFESSIONAL

SUMMARY

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. SKILLS • Hardware and Software Monitoring

• Escalation Management

• Call Center Operations

• Team Collaboration

• Performance Monitoring and Optimization

• Remote Learning

• New Hire Training

• Payment Processing

• Customer Service

WORK HISTORY TRAINER / SUPERVISOR 08/2019 to 09/2022 ROI Solutions, INC, Lindon, UT

• .Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.

• Trained team members on performance metrics and consumer behavior identification.

• Maintained compliance with company policies, objectives, and communication goals.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

• Monitored workflow to improve employee time management and increase productivity.

• Evaluated employee performance and coached and trained to improve weak areas.

• Achieved results by working with staff to meet established targets.

• Led specialty team to meeting 88% KPI adherence under 2 months. LEAD MENTOR BEHAVIORAL HEALTH 08/2016 to 09/2018

New Roads Behavioral Health, Provo, UT

• Served as role model for mentees by demonstrating strong values and ethical standards.

• Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.

• Assisted mentees in developing self-confidence and positive self-image.

• Assisted mentees in setting and achieving educational and career goals to encourage independence.

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• Regularly assessed progress and provided feedback to support continued development.

• Provided guidance on stress management and grounding techniques to reduce overwhelm.

• Monitored behavior and reported any incidents to appropriate personnel. OWNER 10/2011 to 09/2016

ACME Towing, INC, Provo, UT

• Managed day-to-day business operations.

• Trained and motivated employees to perform daily business functions.

• Evaluated suppliers to maintain cost controls and improve operations.

• Established foundational processes for business operations.

• Founded and managed towing and recovery business, growing revenue to $75,000 in first year.

• Prepared bank deposits and handled business sales, returns and transaction reports.

• Scheduled employees for shifts, taking into account customer traffic and employee strengths.

• Successfully sold business for profit in 2016

EDUCATION No Degree: Applied Psychology, Expected in 05/2027 Utah Valley University - Orem, UT

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