Allycia Lynn Couch
San Tan Valley
Summary
Dynamic professional with a proven track record at Amazon, excelling in team leadership and performance management. Spearheaded initiatives that enhanced resolution rates by 30%, while fostering employee engagement and career development. Adept in data analysis and project management, driving process improvements that elevate customer satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Parent Caregiver
Guardian Care Group
10.2025 - Current
- Delivered personalized care assistance, ensuring comfort and dignity during bathing, dressing, grooming, toileting, and mobility support
- Executed individualized care plans and therapy exercises, applying behavioral strategies to enhance patient outcomes
- Monitored health conditions and administered medications according to prescriptions.
- Facilitated feeding and meal preparation, accommodating special dietary needs to promote health and well-being
Customer Support Technical Supervisor
Ring.com
08.2016 - 10.2025
- Managed and developed technical support teams of 15+ employees, overseeing onboarding, training, career development planning, and KPI-driven performance coaching across CSAT, quality assurance, resolution efficiency, and repeat contact reduction to enhance retention and team growth.
- Led cross-functional initiatives to improve technical tool adoption by designing, implementing, and analyzing performance reports tracking tool usage during customer interactions, interaction duration, and repeat contact trends—driving a 20–30% improvement in resolution rates through coaching and process enhancements.
- Project-managed development and rollout of customer follow-up communication templates by product line, integrating self-service troubleshooting resources and knowledge base content to build customer confidence and minimize repeat inquiries.
- Designed and launched employee engagement and development programs to support internal mobility and career progression, contributing to increased internal promotions and long-term team retention.
Customer Support Representative
Ring.com
06.2016 - 08.2016
- Delivered high-volume customer support through chat and phone channels, resolving technical and account-related issues for Ring device users with a focus on first-contact resolution and customer satisfaction.
- Utilized standardized and custom-built support templates to deliver clear troubleshooting guidance, enhancing resolution times and customer experiences.
- Identified gaps in customer self-service resources and collaborated with internal teams to enhance visibility and usability of online support content, including video and written guides.
Education
Associate’s Degree - Paralegal Studies
Everest College Phoenix Mesa Campus
Mesa04.2015
General Studies - Criminal Law and Child Developmental Psychology
Mesa Community College
Mesa, AZ05.2013
High School Diploma -
Dobson High School
Mesa, AZ06.2009
Skills
- Complaint Resolution
- Employee Engagement
- Call Center Management
- Quality Management
- Process Improvement
- Data Analysis & Reporting
- Risk Management
- Project Management
- CRM Experience
- Team Leadership
- Performance Management
- Career Development
Awards
- Employee Engagement Champion
- Ring Team Motivator Award
Timeline
Parent Caregiver
Guardian Care Group
10.2025 - Current
Customer Support Technical Supervisor
Ring.com
08.2016 - 10.2025
Customer Support Representative
Ring.com
06.2016 - 08.2016
Associate’s Degree - Paralegal Studies
Everest College Phoenix Mesa Campus
General Studies - Criminal Law and Child Developmental Psychology
Mesa Community College
High School Diploma -
Dobson High School