Gregory Allison

About

Customer operations and onboarding support professional with experience in high-volume, remote, workflow-driven environments. Skilled in onboarding support, CRM documentation and workflow tracking, escalation routing and warm handoffs, readiness validation, and maintaining operational continuity across multiple active workstreams. Known for structured follow-through, spreadsheet-based tracking discipline, clear status communication, and strong SOP/process adherence using tools such as Salesforce, Google Workspace, Excel, Slack, and Microsoft Teams.

Experience

• Implementation & Customer Operations Analyst (Independent Portfolio Work) · Independent Portfolio Work01-01-2024

  ● Developed workflow coordination templates, onboarding support trackers, and operational documentation systems focused on escalation handling, readiness validation, and customer communication continuity. ● Created onboarding trackers, friction logs, escalation templates, and implementation-status dashboards to model structured operational support workflows. ● Built repeatable workflow coordination patterns supporting onboarding progression, issue escalation, customer status visibility, and operational follow-through across multi-account environments. ● Organized operational processes using spreadsheet-based tracking systems and structured workflow documentation practices. ● Produced customer-support and onboarding workflow artifacts demonstrating queue management, escalation routing, and implementation support coordination.

• Customer Support Representative (Credit/Billing Program) · Afni06-01-2025 – 12-31-2025

  ● Handled high-volume inbound customer interactions in a metrics- and QA-driven call-center environment supporting continuous queue operations. ● Documented customer interactions in Salesforce CRM with clear notes, issue summaries, and next-step continuity to support efficient handoffs and operational follow-through. ● De-escalated difficult customer situations by clarifying concerns, setting expectations, and guiding customers toward resolution pathways. ● Escalated customer issues using structured documentation, proper routing procedures, and clear operational summaries. ● Maintained schedule adherence, documentation accuracy, and performance expectations within a fast-paced support environment. ● Balanced multiple active customer requests simultaneously while maintaining professionalism, pace, and communication quality.

• Implementation Project Lead (MVP Delivery) · AscentUP (Riipen × AscentUP) / Honeydew Consulting08-01-2025 – 10-31-2025

  ● Supported implementation and onboarding coordination activities across an MVP delivery environment involving workflow tracking, readiness follow-through, and operational communication. ● Coordinated project updates, onboarding progress, and operational documentation across multiple active workstreams. ● Assisted with workflow validation, issue tracking, and implementation support activities to maintain onboarding momentum and delivery continuity. ● Maintained structured documentation, next-step tracking, and operational status updates supporting remote cross-functional coordination. ● Contributed to onboarding-readiness and workflow-support efforts through organized follow-up, communication tracking, and escalation coordination.

• Customer Support Representative (Seasonal) · Williams-Sonoma, Inc.05-01-2022 – 01-31-2025

  ● Supported customers with order updates, delivery issues, returns, and account-related questions in a high-volume customer support environment. ● Maintained professional customer communication while balancing multiple active support interactions and operational priorities. ● Documented customer interactions accurately to support continuity, follow-through, and reduced repeat contacts. ● Escalated customer concerns using structured communication and established support procedures. ● Adapted quickly to changing workflow priorities, seasonal volume increases, and evolving customer-service demands.

• Ambassador Resource Specialist · AbbVie02-01-2023 – 05-31-2025

  ● Supported regulated customer-service workflows requiring accurate documentation, escalation handling, and policy-aligned communication. ● Managed case-related workflows using CRM systems, maintaining detailed notes, follow-up continuity, and operational accuracy across active support interactions. ● Coordinated escalations and routed sensitive issues using established procedures and documentation standards. ● Maintained professionalism and communication clarity while supporting customers in high-volume remote support environments. ● Worked across customer-support and operational workflows to ensure continuity, accurate next steps, and timely issue follow-through.

Education

• Northeastern UniversityB.S., B.S. Digital Communication & Media

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