Allison Snyder
Newport News
Summary
Performance-driven professional with over 14 years of customer service experience, excelling in resolving complex issues and fostering high customer satisfaction. Proven expertise in sales, team management, and recruitment, consistently achieving and exceeding performance targets.
Overview
5
5
years of professional experience
Work History
Recruiting Coordinator
IMG Academy
09.2024 - Current
- Conduct 90 to 150 outbound calls daily to engage student athletes and their families, setting appointments for assessments and ensuring eligibility through thorough qualification interviews
- Utilize Salesforce as a CRM to track activities, document interactions, and manage leads, optimizing follow-up processes
- Partner with specialists to streamline assessment scheduling, elevating client communication and overall customer experience
Sales Team Manager
Ferguson Enterprises
01.2022 - 03.2024
- Conducted interviews, hiring, and completed on-boarding for direct reports
- Instilled a culture of continuous improvement through targeted monthly coaching sessions and performance feedback
- Resolved escalated customer complaints to uphold high satisfaction levels, effectively collaborating with regional managers to address challenges and optimize team performance
- Spearheaded a successful pilot program, training new branch associates on CRM and Genesys phone systems, significantly improving operational efficiency
- Led a credit process improvement project that reduced average refund turnaround time by two weeks
Sales Team Lead
Ferguson Enterprises
04.2021 - 12.2021
- Supported inside sales operations, maintaining a 50% workload in customer care while assisting new hires and fostering team development through shadowing and mentorship
- Enhanced process documentation by creating Standard Operating Procedures (SOPs) to improve knowledge sharing and operational effectiveness
- Assisted with on boarding setup of new employees and grading calls for quality assurance
- Worked the refund and credit inbox to process refund and credit requests submitted by the team
Inside Sales Representative II
Ferguson Enterprises
08.2019 - 04.2021
- Operated in a high-volume call center environment, selling residential plumbing supplies and managing order fulfillment to ensure seamless customer transactions
- Mentored new associates on processes and best practices, contributing to an increase in team performance and customer satisfaction
- Consistently exceeded monthly sales, call score, and schedule adherence goals
Education
B.S. - Psychology
Old Dominion University
05.2018
Skills
- Proficient in Microsoft Office
- Proficient in Salesforce
- Customer service
- Sales
- Typing - 85WPM
- Organizational skills
- Multitasking
- Communication skills
- Administrative skills
- Interdepartmental coordination
Timeline
Recruiting Coordinator
IMG Academy
09.2024 - Current
Sales Team Manager
Ferguson Enterprises
01.2022 - 03.2024
Sales Team Lead
Ferguson Enterprises
04.2021 - 12.2021
Inside Sales Representative II
Ferguson Enterprises
08.2019 - 04.2021
B.S. - Psychology
Old Dominion University
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