Allissa Alli Perusse
Team Lead of Client Support at PatientNow | Customer Service Leader | 10+ Years Experience | Driving Team Performance & Customer Success
- Role
- Team Lead of Client Support at PatientNow
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Allissa Alli Perusse
Customer Support and Service leader with 10+ years of experience, including 7+ years in management and people leadership. I specialize in building high-performing teams, optimizing operations, and driving customer satisfaction across multi-channel support environments.Throughout my career, I’ve led support teams at companies like PatientNow, and Zappos developing talent, resolving complex issues, and partnering cross-functionally with product and engineering teams to improve tools, workflows, and customer experiences.I’m passionate about leveraging technology, knowledge management, and workforce management strategy to deliver scalable solutions that balance efficiency with empathy.Excited to connect with professionals in customer support, customer service, customer experience, operations, and leadership.
Experience
Team Lead of Client Support
May 2024 — Present
Optimize workload distribution across a U.S. based support team, consistently meeting SLAs (<5 min live chat, 24 hr email,<1:30 ASA for phones)- Manage workforce scheduling to ensure coverage across multi-channel support (email, phones, live chat)- Coach and mentor team members through 1:1s and real-time feedback, driving performance improvement and career growth- Resolve high-priority incidents and escalations by leading advanced troubleshooting with deep product knowledge- Conduct QA reviews to ensure accuracy, consistency, and alignment with service standards- Accelerate onboarding by training new hires on tools, processes, and product features- Interview and hire new support agents through structured panel processes- Collaborate cross-functionally with product and engineering teams on sprint planning, bug triage, and go-to-market releases- Contribute directly to support queues to model best practices and identify improvement opportunities- Maintain knowledge base content to improve accessibility and reduce repeat inquiries.
Education
College of Southern Nevada
Associate's degree
2010
Skills
- Management
- Team Building
- Profit
- Event Planning
- Microsoft Word
- Time Management
- Grocery
- Merchandising
- Social Networking
- Training
- Store Management
- Loss Prevention
- Planograms
- Store Operations
- Customer Service
- Microsoft Office
- Cpfr
- Visual Merchandising
- Social Media
- Shrinkage
- Inventory Control
- Retail
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