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
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
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
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
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
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
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