Allison Stefanec
Bournemouth,Dorset
Summary
Customer-focused professional dedicated to delivering optimal solutions for stakeholders and enhancing customer experiences. Proven ability to collaborate across departments to implement best practices and improve performance. Detail-oriented and methodical, consistently prioritizing customer needs in all initiatives. Registered disabled individual consistently achieves outstanding performance in environments featuring no stairs and accessible facilities within walking distance.
Overview
29
29
years of professional experience
Work History
Repair Centre Controller
Siemens/Yunex Traffic
Poole, Dorset
01.2009 - 01.2026
- Facilitated customer support throughout repair processes as primary point of contact.
- Facilitated administrative support to optimise department operations.
- Ensured adherence to company policies and spearheaded process improvements through lean methodologies.
- Facilitated effective communication with customers and internal teams, fostering collaboration across the organisation.
- Executed detailed sales order procedures to ensure accuracy and efficiency in inventory management.
- Quoted customers in a timely manner to ensure efficient repairs workflow.
- Resolved complaints by implementing effective first-time resolution strategies and maintaining continuous customer communication.
- Utilised a comprehensive customer to product data database to extract insights on customer requirements and enhance quality audit processes.
- Facilitated tracking and analysis of business warranty expenditures to enhance budget allocation and mitigate overspending.
- Directed collaboration with OEM suppliers to optimise repair workflows and elevate service standards.
- Analysed quality data using systematic methods to identify and escalate issues for prompt resolution.
- Assisted with procurement processes to support operational needs.
Provided basic administrative help for purchasing activities.
Facilitated communication between departments and suppliers. - Assisted in resolving customer invoice queries effectively.
Supported teams in addressing inquiries related to billing.
Facilitated communication between departments to ensure clarity on billing issues. - Redesigned processes and platforms to enhance operational efficiency.
- Communicated impacts of process change to enhance alignment and facilitate informed decision-making across all management tiers.
- Developed comprehensive training materials for colleagues and apprentices to enhance knowledge transfer and skill development.
- Calibrated all factory test equipment to ensure compliance with BSE requirements.
- Analysed customer behaviours to enhance understanding and support transition to a digitised role.
Customer Service Manager
Test Link
Poole, Dorset
08.2008 - 11.2008
- Provided exceptional customer support by enhancing performance management strategies for team members through focused coaching and reviews.
Fostered a sense of ownership and skill development, encouraging team members to take charge of their growth.
Contributed to team achievements by participating in various initiatives and promoting a collaborative workplace. - Deliver skills coaching to enhance customer interactions across diverse scenarios.
- Facilitated ongoing feedback and support to enhance continuous improvement and collaboration.
- Facilitated open discussions by employing active listening and empathy to cultivate an environment conducive to diverse perspectives and constructive feedback.
- Supported colleagues during peak periods to ensure workflow continuity.
Call Centre Manager
RIAS
Bournemouth, Dorset
01.1997 - 04.2008
- Facilitated transitions within sales teams to improve performance outcomes.
Supervised call centre operations promoting open feedback and teamwork.
Coordinated business retention initiatives to boost customer loyalty and satisfaction. - Directed a department comprising 5 sales team managers, each guiding a team of 10 agents to achieve strategic sales objectives.
- Executed full-time standards and performance expectations within part-time environment.
- Cultivated individual development and empowered team members to realise potential.
- Generated comprehensive reports for wider business to enhance informed decision-making based on trend analysis.
- Assisted in providing daily briefings to communicate targets and results effectively.
Supported resolution of current issues by incorporating team feedback into strategies.
Facilitated improved team performance through clear communication of objectives and expectations. - Facilitated training sessions for managers on coaching strategies and performance reviews, employing role-playing and feedback techniques.
- Document systematic approaches to ensure thorough documentation of supported actions across various domains.
- Facilitated comprehensive training on return to work interviews and disciplinary procedures to enhance team performance and ensure compliance.
- Oversaw headcount management to optimise recruitment and interviewing strategies.
- Executed complete redundancy process for department to ensure seamless transition to new roles.
Education
Henry Harbin Secondary School
PooleSkills
- Customer relationship management
- Inventory control
- Process optimization
- Data interpretation
- Quality assurance
- Effective communication
- Team collaboration
- Knowledge transfer
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Access
- Microsoft PowerPoint
- Microsoft Teams
- SharePoint
- SAP
- OneSRM
- ERTP
Hobbies and interests
- Word and number puzzles
- Cooking
- Murder mysteries
Timeline
Repair Centre Controller
Siemens/Yunex Traffic
01.2009 - 01.2026
Customer Service Manager
Test Link
08.2008 - 11.2008
Call Centre Manager
RIAS
01.1997 - 04.2008
Henry Harbin Secondary School