Allison Langhill
Paxton
Summary
Customer success and operations professional with extensive experience supporting clients, optimizing processes, and leading high-impact service teams. Known for building strong relationships, improving program performance, and delivering exceptional customer experiences across healthcare, technology, and professional services environments. Skilled in training, onboarding, cross-functional collaboration, and program adoption.
Overview
27
27
years of professional experience
Work History
Customer Success Manager
Workhuman
02.2024 - Current
- Guide customers through the full lifecycle to ensure maximum value from Workhuman solutions, aligning program performance with business objectives and cultural goals.
- Partner with cross-functional teams to deliver seamless customer experiences and proactively identify opportunities that drive satisfaction and long-term engagement.
- Promote program and feature adoption through best-practice coaching and strategic utilization guidance.
- Build and maintain strong customer relationships through consistent communication and thoughtful problem-solving.
- Monitor program health metrics to identify trends, risks, and optimization opportunities.
- Support opportunity development by recognizing expansion potential and collaborating with internal stakeholders.
Director of First Impressions
Keller Williams Pinnacle Central
08.2021 - 02.2024
- Managed full onboarding and offboarding processes for real estate agents, ensuring smooth transitions and compliance.
- Trained agents on brokerage software platforms and tools.
- Oversaw social media marketing for the market center.
- Maintained accurate brokerage rosters with MLS and board organizations.
- Delivered high-quality customer service to agents, clients, and visitors.
- Triaged and resolved incoming calls and inquiries.
Training Specialist
UHealthSolutions, Inc.
09.2017 - 08.2021
- Facilitated customized customer service training for external partners.
- Transitioned training programs from in-person to virtual delivery.
- Improved training processes and developed new content for business expansion.
- Increased efficiency by converting training modules to video formats.
Training & Quality Specialist
Mosaic Insurance Exchange
09.2015 - 08.2017
- Developed and delivered customer service training for new and existing staff.
- Created workflow and training documentation.
- Conducted quality assurance reviews of customer interactions.
Senior Manager of Revenue Operations
UMass Medical School
01.2014 - 01.2015
- Managed reimbursement operations, forecasting, claims processing, and a $1M budget; supervised clinical and accounting teams; led procurement and program improvement initiatives.
Assistant Director, Business Process Solutions
UHealthSolutions, Inc.
01.2007 - 01.2014
- Oversaw multiple operational programs, led new business implementations, managed client relationships, and supervised high-volume claims processing (250K+ annually).
Director, Benefit Organization
UNUM
01.2003 - 01.2007
- Directed claim evaluations, risk management, compliance, and team performance.
Disability Benefit Specialist
UNUM
01.1999 - 01.2003
- Managed a caseload of disability claims and coordinated with internal and external partners.
- Additional Early Roles: Medical Receptionist, Case Manager, Counselor, Peer Housing Counselor.
Education
Bachelor’s Degree -
University of Massachusetts Amherst
01-1997
Skills
- Customer Success
- Client Relationship Management
- Training & Facilitation
- Program Adoption
- Process Improvement
- Quality Assurance
- Social Media Management
- Salesforce
- Microsoft Dynamics CRM
- Microsoft Office
- Google Suite
- Camtasia
- SnagIt
- Canva
- DocuSign
- Adobe Spark
Timeline
Customer Success Manager
Workhuman
02.2024 - Current
Director of First Impressions
Keller Williams Pinnacle Central
08.2021 - 02.2024
Training Specialist
UHealthSolutions, Inc.
09.2017 - 08.2021
Training & Quality Specialist
Mosaic Insurance Exchange
09.2015 - 08.2017
Senior Manager of Revenue Operations
UMass Medical School
01.2014 - 01.2015
Assistant Director, Business Process Solutions
UHealthSolutions, Inc.
01.2007 - 01.2014
Director, Benefit Organization
UNUM
01.2003 - 01.2007
Disability Benefit Specialist
UNUM
01.1999 - 01.2003
Bachelor’s Degree -
University of Massachusetts Amherst
Recognition Awards for Respect for Teamwork, Respect for Customers, Respect for Quality & Urgency
Since 2024, I have received multiple recognition awards for
- Respect for Quality
- Respect for Customers
- Respect for Teamwork
- Respect for Urgency