NORA LEE ALLEN
Rockford
Summary
Customer experience professional with 8+ years of experience supporting customers across high-volume call centers, logistics, and operations-driven environments. Known for delivering calm, empathetic support while solving complex issues efficiently and accurately. Brings a strong ability to guide customers through confusing processes, manage sensitive conversations, and ensure every interaction feels supported and resolved. Trusted for reliability, attention to detail, and leadership-whether training new team members, coordinating workflows, or resolving escalations. Passionate about people-first service and creating positive experiences that build trust and confidence.
Overview
13
13
years of professional experience
Work History
Fulfillment Associate
Amazon Air
11.2025 - Current
- Process 250-400 packages per shift while maintaining 99%+ scan accuracy.
- Identify and report inventory discrepancies to prevent shipment delays.
- Flex between departments to meet daily throughput goals.
Customer Service Representative
Midwest Refrigerated Services
02.2024 - 10.2024
- Managed 50-80+ calls per day, coordinating shipments and appointments.
- Closed and documented 30-60 shipments daily in CAM.
- Checked in 20-40 drivers per shift and coordinated dock assignments.
Team Lead / Assembly Line Operator
Yanfeng Automotive Interiors
05.2017 - 03.2020
- Supported production of 300-500+ components per shift.
- Trained 5-10 new employees on safety and quality standards.
- Reduced defects by 10-15% through workflow monitoring and inspections.
Customer Service Representative
Servicom
02.2015 - 10.2018
- Handled 60-100+ inbound calls daily, resolving billing and service issues.
- Achieved 70-80% first-call resolution rates.
- Maintained CRM documentation accuracy and quality standards.
Customer Service Representative
SiriusXM Radio
07.2013 - 01.2015
- Managed 50-90 customer calls per shift related to subscriptions and billing.
- Maintained 98%+ data accuracy in CRM systems.
- Consistently met call quality and customer satisfaction metrics.
Education
GED -
Rock Valley College
Licensed Esthetician -
Tricoci University
Skills
- Customer Support (Phone, Email, Chat)
- Appointment Scheduling
- Issue Resolution
- CRM Systems
- Documentation Accuracy
- Microsoft Office
- Google Workspace
- Multitasking
- Compliance Standards
- Customer Advocacy
- Team Leadership
Timeline
Fulfillment Associate
Amazon Air
11.2025 - Current
Customer Service Representative
Midwest Refrigerated Services
02.2024 - 10.2024
Team Lead / Assembly Line Operator
Yanfeng Automotive Interiors
05.2017 - 03.2020
Customer Service Representative
Servicom
02.2015 - 10.2018
Customer Service Representative
SiriusXM Radio
07.2013 - 01.2015
GED -
Rock Valley College
Licensed Esthetician -
Tricoci University