Alison Hawkins

*Redtail Technology was acquired by Orion Advisor Technology in June 2022.

• Demonstrate proficient leadership skills to motivate employees and build competent teams.
• Identify opportunities to improve business process flows and productivity.
• Analyze market trends, competitive landscape, and client feedback to identify opportunities for service enhancements and new service offerings.
• Collaborate with senior management to develop strategic initiatives and long term goals.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless delivery of services and exceed client expectations.
• Foster strong relationships with key clients, acting as a trusted advisor and maintaining regular communication to understand their needs, address concerns, and identify opportunities for growth.
• Monitor client satisfaction levels, conduct surveys, analyze feedback, and implementing improvement initiatives to enhance the overall client experience.

• Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
• Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
• Collaborated with cross-functional teams for smooth running of customer service operations.
• Developed customer service scorecards to measure customer service performance.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Created and maintained customer service policies and procedures, contributing to improved customer retention.
• Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
• Enforced adherence with company policies among customer service team members to maintain consistent service provision.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Followed through with client requests to resolve problems.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Took ownership of customer issues and followed problems through to resolution.
• Kept accurate records to document customer service actions and discussions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

• Responded to customer requests for products, services, and company information.
• Met customer call guidelines for service levels, handle time and productivity.
• Sought ways to improve processes and services provided.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Screened calls and emails and initiated actions to respond or direct messages for the President of the company.
• Processed travel expenses and reimbursements.
• Organized and coordinated conferences and monthly meetings.
• Updated spreadsheets and power point presentations to track, analyze, and report on a variety of information.
• Handled confidential and sensitive information with discretion and tact.
• Filed paperwork and organized computer-based information.