Gregory Allison

Operations Manager

Lawrenceville, GA, US

Microsoft Word

Slack

Microsoft Teams

Microsoft Excel

Salesforce CRM

Help Desk

CRM

Communication

Documentation

Available for hire fromNegotiable

Customer Operations & Onboarding Support | Workflow Coordination | CRM Documentation

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.

Projects

Implementation Support & Onboarding Operations Portfolio

Customer operations and onboarding support portfolio demonstrating workflow coordination, CRM documentation, onboarding visibility, escalation routing, and implementation support practices across high-volume and remote environments. This portfolio includes operational artifacts focused on: • onboarding coordination and customer communication • workflow tracking and status visibility • CRM documentation and escalation continuity • issue triage and structured handoffs • readiness validation and implementation support • multi-customer tracking and operational follow-through Representative artifacts include: • implementation trackers • onboarding communication templates • escalation decision trees • customer friction logs • workflow visibility dashboards • implementation readiness and validation examples Built to demonstrate support-layer operational execution, organized coordination, and customer onboarding discipline in SaaS and workflow-driven environments.See More

Multi-Customer Implementation Portfolio Tracker (Sample)

Operational portfolio tracker designed to demonstrate how onboarding and implementation support teams manage multiple customer accounts simultaneously across intake, configuration, validation, training, go-live, hypercare, and handoff stages. This sample tracker demonstrates: • portfolio visibility across concurrent onboarding accounts • readiness gating and PASS/HOLD decision logic • escalation timing and dependency management • reforecasting when blockers impact milestones • operational follow-through and ownership clarity • customer onboarding coordination in high-volume environments Includes examples of: • onboarding stage tracking • blocker visibility and escalation triggers • implementation risk monitoring • go-live confidence scoring • training readiness coordination • hypercare and handoff tracking • structured next-step management Built as a recruiter-safe, fictional sample to demonstrate implementation support operations, workflow coordination, CRM-friendly documentation habits, and multi-account onboarding management discipline.See More

Customer Onboarding Friction Log (Sample)

Customer onboarding support artifact demonstrating how recurring onboarding blockers are captured, categorized, escalated, and resolved across high-volume implementation workflows. Shows operational visibility, onboarding continuity, escalation routing, and process-improvement thinking through structured friction logging, ownership tracking, and customer-facing follow-through. Includes examples of documentation gaps, training confusion, integration blockers, and internal handoff failures—plus corrective actions and preventive workflow improvements designed to reduce onboarding delays and improve customer experience. See More

Customer Implementation Health Dashboard (Sample)

Customer implementation visibility dashboard designed to demonstrate how onboarding and implementation portfolios can be monitored across readiness, risk, blockers, milestone health, and post-go-live stabilization. Shows executive-level operational reporting with portfolio health indicators, readiness trends, escalation triggers, aging-risk visibility, hypercare monitoring, and adoption signals. Includes examples of blocked milestones, validation delays, and dependency tracking to demonstrate implementation observability, reforecast discipline, and operational continuity without claiming production ownership or enterprise PM governance. See More

Customer Communication Templates (Sample)

Customer-facing onboarding communication templates designed to demonstrate implementation coordination, onboarding continuity, and operational follow-through across SaaS-style customer workflows. Includes kickoff emails, setup reminders, stalled-account follow-ups, escalation requests, and onboarding status updates focused on maintaining momentum, clarifying next steps, reducing customer confusion, and improving cross-functional coordination. Shows structured communication discipline, expectation setting, escalation readiness, and support-layer implementation collaboration without claiming technical ownership or enterprise consulting responsibilities. See More

Activation Escalation Decision Tree (Sample)

This decision-tree framework demonstrates structured escalation routing for onboarding and activation workflows. Includes blocker categorization, ownership clarity, next-step tracking, escalation timing guidance, and customer-continuity logic designed to reduce silent aging and preserve onboarding momentum. Built as a recruiter-safe operational coordination artifact showing support-layer implementation judgment, cross-functional routing, and workflow visibility—not engineering or product ownership. See More

Work History

Implementation & Customer Operations Analyst (Independent Portfolio Work)

Independent Portfolio Work● 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)

AfniJun 2025 - Dec 2025 • 7 mos● 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 ConsultingAug 2025 - Oct 2025 • 3 mos● 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.May 2022 - Jan 2025 • 2 yrs 9 mos● 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

AbbVieFeb 2023 - May 2025 • 2 yrs 4 mos● 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 University

B.S., B.S. Digital Communication & Media

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