Open to opportunities

Macy Allison

@macyallison

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Experienced customer service professional and trainer with emergency dispatch expertise.

United States

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What I'm looking for

I seek a role with benefits and advancement opportunities into training or teaching, where I can mentor others, use my customer-service and dispatch experience, and work in a supportive, growth-oriented environment.

I am an experienced customer service professional and emergency telecommunicator with a background in training and mentorship. I have handled high-pressure emergency dispatch duties, de-escalated upset callers, maintained performance metrics, and trained new hires following agency standards while fostering a supportive work environment.

I also bring years of front-line retail and salon experience, including cosmetology and instructor training credentials, appointment and inventory management, sales, and call-center technical troubleshooting. I seek roles where I can use my communication, training, and problem-solving skills to support customers and develop others.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

T-Mobile

Apr 2023 - Present (2 years 9 months)

Handles inbound customer calls to troubleshoot technical and account issues, de-escalate upset customers, and maintain KPIs such as first-call resolution and call resolution time while collecting on delinquent accounts.

Customer Service Technical Troubleshooting Call Center Operations KPIs

Lead Emergency Telecommunicator

City of Springfield

May 2017 - May 2023 (6 years)

Answered and prioritized emergency 911 calls, dispatched police/fire/EMS, and trained and mentored new telecommunicators while occasionally supervising the communications floor in a high-pressure environment.

Multitasking Mentoring

Cosmetologist / Hair Stylist

Rhonda's Hair Fashions

Dec 2016 - May 2017 (5 months)

Maintained salon operations and client base during owner medical leave, performing consultations, cutting, coloring, styling, managing appointments, payments, inventory, and adhering to OSHA/state sanitation standards.

Colors Consultation Salon Operations Inventory Management

Customer Service Associate

Bass Pro Home Base

Aug 2016 - Dec 2016 (4 months)

Processed catalog and online orders, troubleshot website and fulfillment issues, accessed customer accounts via multiple systems, and maintained high call center performance with positive customer feedback.

Order Processing Customer Support Troubleshooting CRM Systems Tracking & Fulfillment

Customer Service Representative

Mansfield Building Supply

Nov 2015 - Jun 2016 (7 months)

Assisted customers with purchases and product selection, managed POS transactions, supported inventory and displays, and handled register reconciliations and specialty orders.

Customer Service Inventory Management Merchandising Cash Handling Order Management

Customer Service Representative

Communications Solutions, LLC

Mar 2015 - Aug 2015 (5 months)

Handled inbound sales and support calls, identified suitable plans for customers, consistently met sales targets, and operated sales software and call equipment efficiently.

Inbound Sales Customer Support Sales Software