Customer Service Director

Customer Service & Support

Boost customer satisfaction by analyzing and improving procedures to capitalize on emerging trends and
integrate new approaches. Proactive in updating training programs and policies to prevent lags and maintain
industry-leading service levels. Pursuing a new position where hard work and honesty will continue to be
valued.

? Establish the strategic direction and vision for the CS team's growth and development
? Obsess over customer satisfaction scores and relentlessly strive for CS improvements
? Oversee the entire CS operation; 55+ employees
? Continue to build an outstanding team, develop + implements all processes that create a world-class
customer experience
? Represent the voice and needs of the customer with our HQ team in NYC
? Demonstrates expertise with our products and brand- being a source of knowledge for the broader
team to draw from ? Communicate with the CSRs to ensure they are equipped to follow standard response processes but
have the ability to think independently and find creative solutions to novel situations
? Lead the team actively, providing guidance to direct reports
? Identify opportunities to innovate for continuous improvement and increased efficiency
? Motivate the CSRs to maintain Function of Beauty's brand voice by being empathetic, positive, and helpful in a way that fosters customer loyalty

? Directly managed, lead, and grew a team of 7 Account Managers
? Met and exceeded sales goals and key performance metrics each consecutive month by utilizing
Proactive Dealer Solutions Sales process and Sales scripts
? Coordinated sales programs to capitalize on revenue opportunities and maximize profitability
? Utilized ProTalk Service process and Service scripts Responsible for scheduling all the Service
Department appointments
? Organized Quarterly General Motors Business Development Center Assessments
? Taught the sales team how to connect with customers and build long-term, productive relationships
? Resolved customer complaints regarding sales and service

Business Development Manager

? Centralized hub for four locations across Michigan
? Directly Managed 15 employees a day
? Met and exceeded sales goals and key performance metrics each consecutive month by utilizing
Proactive Dealer Solutions Sales process + Sales scripts
? VinSolutions trainer for the General Managers and over 200 Sales Consultants
? Organized Quarterly General Motors Business Development Center Assessments
? Resolved customer complaints regarding sales and service
? Worked closely with all sales personnel to assist with routine sales and handle advanced issues.
? Taught the sales team how to connect with customers and build long-term, productive relationships
? Worked cross-functionally with regional and local Sales Managers, General Manager, and VP

Find out detailed information about Allysa Dowden, Customer Service Director in Holland, MI

Allysa Dowden: Customer Service Director in Holland, MI

Allysa Dowden