Allison C.

Experience

• 

  Reed's of Starkville

  Aug 2014 - Jul 2018

  Assistant Manager/Key Holder

  - Opened and closed the facility, handled revenue, and organized sales materials.- Managed employees and worked with them to create an efficient and pleasant work environment.- Collaborated with higher management to improve the sales team’s performance.- Stepped in to appease unhappy customers when the issue could not be resolved by a lower-level sales retailer.- Received and displayed inventory.- Assisted in inventory transfers between different store locations.- Interacted with customers – helped them find merchandise and advised them.- Facilitated sales, returns, and exchanges. Show less

• 

  Trinity Presbyterian Church

  Sept 2016 - Jan 2017

  Youth Counselor

  -Work with other group leaders to formulate group activities, discussions, and coordination effort with other church organizations-Read multiple manuals, lesson books, and utilize online resources to put together lesson plans and organize meal accommodations-Counsel and provide a safe space for youth members

• 

  TTEC Digital

  Jul 2018 - Dec 2024

  - Read through Root Cause Analysis documentation to find necessary information to create/maintain Problem tickets- Update Problem tickets to include Pending Action items and assign these to the appropriate team- Push resolution on each Problem ticket and its tasks in order to deliver the final RCA document to the proper party- Work with technical engineers daily to drive towards resolution on their assigned tasks- Work with Major incident Response team to update all Pending Action Items upon completion within RCA documentation Show less - Interact with clients daily to address any questions or concerns, escalate existing issues, and to coordinate meetings with subject matter experts at the client’s request.- Create and present weekly, biweekly, monthly, and quarterly Service Review metrics to client leadership.- Build and maintain relationships with client contacts and executives.- Oversee day-to-day operations, including Incident Management, Change Management, and Problem Management.- Identify service improvement opportunities for clients.- Collaborate with colleagues to create/coordinate projects, achieve strategic goals, and meet client objectives.- Track all client-related work to ensure activities follow processes and procedures, that they are addressed in a timely manner, and that client expectations are managed.- Coordinate and track all Knowledge Transfer emails and schedule/run Knowledge Transfer meetings.- Pull data from internal systems for monthly outage tracking and client billing.- Drive and follow up with internal and external technical teams across the globe to ensure quality client support. Show less - Created and managed a process for pulling, distributing, and carrying out certification-related maintenance - Created daily, weekly, and monthly reports for clients that include alert and change statuses, trends, billing, and any other information requested- Assisted in organizing and managing various projects (SSL certificates, Cohesity Development, PCI remediation, etc.) and held the associated internal parties responsible- Managed client facing tickets for Cisco online phone deployments and work to complete and resolve alerts, changes, and incidents- Answered phones and interacted with clients and vendors while simultaneously creating tickets in ServiceNow, setting up threads in Teams channels, and fostering meetings between the client and escalation-level engineers to address the issue in real time Show less

  • Problem Management Specialist

    Jun 2024 - Dec 2024

  • Operations Manager

    Feb 2023 - Jun 2024

  • Service Desk Analyst

    Jul 2018 - Feb 2023
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  Self-employed

  Feb 2022 - now

  Musician

  Lead singer for pop-rock cover band, Night Parade