ALLISON MARGARCELLI
White Oak,PA
Summary
Dynamic Leader with a proven track record at ACC Premiere, adept in elevating team capabilities through innovative training strategies and a keen focus on adaptive learning. Expert in CRM and leadership, enhancing client relationships and team productivity.
Overview
11
11
years of professional experience
Work History
Operations Manager
ACC Premiere
Remote, PA
04.2025 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Reviewed contract terms, required KPI's, and performance metrics to ensure adherence as well as client satisfaction
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
Learning Facilitator
ACC Premiere
Remote, PA
07.2021 - Current
- Facilitated both virtual and in person learning sessions based on the needs of the business.
- Taught and developed employees in a range of positions including: Team Leaders, Program Managers, Tier Two Agents, and Entry level Agents.
- Developed and maintained the client relationship, as it pertains to product knowledge and consumer engagement.
- Adapted sessions based on participant feedback, ensuring a positive experience.
- Collaborated with cross-functional teams to establish training objectives, budgets, and timelines.
- Utilized a variety of instructional techniques such as role-playing exercises, case studies, simulations, and group activities.
- Collaborated with management to periodically review and update training program objectives.
- Assisted in the development of new curriculum based on changing industry trends and best practices.
- Coordinated team exercises and group discussions to increase training engagement.
- Developed existing team into high productivity, results-oriented unit through creative initiatives.
- Analyzed data from various sources to measure the effectiveness of programs and identify areas for improvement.
- Identified potential risks and developed mitigation strategies accordingly.
- Improved customer engagement through relationship management and timely communications.
- Conducted training sessions for faculty members on instructional strategies and best practices in teaching.
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
New Hire Trainer
Century Support Services, US
Remote, PA
08.2016 - 06.2021
- Actively sought out ways to increase efficiency in existing processes related to onboarding procedures.
- Developed and implemented comprehensive new hire training programs to ensure successful onboarding of employees.
- Demonstrated strong leadership skills in managing group activities during new hire orientations.
- Developed and provided training and staff development programs using knowledge of classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
- Created and maintained a library of training materials, including presentations, documents, videos, and other resources.
- Analyzed data from post-training assessments in order to measure effectiveness of instructional materials and make improvements accordingly.
- Arranged on-the-job training for new hires.
- Assessed the effectiveness of training programs and identified areas of improvement.
- Monitored progress of each trainee individually throughout the entire onboarding process.
CS Assistant Team Lead
Century Support Services, US
US
05.2016 - 08.2016
- My responsibilities as assistant team lead included organizing and helping to manage a team
- Making informed decisions for the wellbeing of the team
- Helping to grow and develop individuals in the customer service atmosphere
- Lead development sessions to help the team become stronger at planning, controlling situations and making decisions when assisting clients
- During this time, I also focused on resolving client grievances, and working to further accommodate internal/ external clients during the course of their program.
Customer Service Representative
Century Support Services, US
US
06.2014 - 05.2016
- As a Customer service representative, I worked with clients who were going through a debt settlement program
- I worked to help clients who were in hardship situations understand and manage debt
- I used our database to help find and create solutions for our external clients
- I worked to explain budgeting and goal setting
- I assisted in decision making and answering escalated situations with informed answers and decisions to benefit our clients.
Education
High school Diploma -
McKeesport Area High School
McKeesport, PA06.2014
Skills
- Leadership
- Organizational skills
- Project-based learning
- Teamwork and Collaboration
- Multitasking Abilities
- Problem-solving abilities
- Staff Training and Development
- Customer Relationship Management (CRM)
- Key Performance Indicators
- Performance monitoring
- Complex problems analysis
- Data management
- Cross-functional communication
- Process improvements
- Operations management
- Conflict mediation
Timeline
Operations Manager
ACC Premiere
04.2025 - Current
Learning Facilitator
ACC Premiere
07.2021 - Current
New Hire Trainer
Century Support Services, US
08.2016 - 06.2021
CS Assistant Team Lead
Century Support Services, US
05.2016 - 08.2016
Customer Service Representative
Century Support Services, US
06.2014 - 05.2016
High school Diploma -
McKeesport Area High School