Allison Mcintosh
Summary
Results driven Business Administration graduate with 10 years of customer service experience in both in-person and call center environments. Skilled in communication, problem-solving, and building customer relationships. Adept at leveraging business principles to improve service delivery, enhance customer satisfaction, and contribute to operational efficiency. Proven ability to thrive in fast-paced settings while maintaining a strong focus on customer needs and business objectives.
Overview
9
9
years of professional experience
Work History
Technical Support Advisor
Teleperformance
01.2024 - 10.2024
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Tailored technical explanations according to each client's level of expertise, ensuring clarity and understanding.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
Marketing Consultant
Newfold Digital
09.2022 - 12.2023
- Managed multiple chat windows simultaneously while ensuring each interaction received personalized attention.
- Carefully consider our customers' business goals and pain points and make recommendations to enhance their design/marketing strategy
- Run reports on customers' websites to locate potential improvements for SEO, Google Listings, security and defensive domains.
- Participated in regular training sessions to stay current on industry best practices for effective communication techniques.
- Developed relationships with clients for increased loyalty and repeat business.
- Exceeded monthly targets by diligently following up on leads and closing deals promptly.
Sales Representative
Eldis Group Partnership
10.2020 - 09.2022
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Supervisor
Guy's Frenchy's
01.2018 - 10.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Gathered, organized and input information into digital database.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Waitress
Best Western Hotel
09.2017 - 01.2018
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
- Assisted in training new waitstaff, sharing best practices and improving overall team performance.
- Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
- Set up banquet events according to specific client requirements, ensuring successful event experience for all attendees.
- Contributed to increased sales by promoting daily specials and making personalized menu recommendations.
Supervisor
Enchanted Forest Natural Parenting
07.2015 - 09.2017
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Assisted in recruiting and training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Associates Degree - Business Administration - Marketing
NSCC
Ecampus12-2024
Certification - Professional Sales
Fairwinds Training
11-2021
Skills
- Call center experience
- CRM Software
- Receptive to feedback
- Technical aptitude
- Active Listening
- Adaptability and Flexibility
- Independent Decision-Making
- Task prioritization
- Remote Support
- Microsoft Office Suite
- Technical Troubleshooting
Languages
English
Native or Bilingual
Timeline
Technical Support Advisor
Teleperformance
01.2024 - 10.2024
Marketing Consultant
Newfold Digital
09.2022 - 12.2023
Sales Representative
Eldis Group Partnership
10.2020 - 09.2022
Supervisor
Guy's Frenchy's
01.2018 - 10.2020
Waitress
Best Western Hotel
09.2017 - 01.2018
Supervisor
Enchanted Forest Natural Parenting
07.2015 - 09.2017
Associates Degree - Business Administration - Marketing
NSCC
Certification - Professional Sales
Fairwinds Training
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