Overview
Work History
Education
Skills
Timeline
Generic

Aaliyah Ward

Orlando,FL

Overview

4
4
years of professional experience

Work History

Dispatch Coordinator

Alllied
02.2024 - Current
  • Mitigated potential conflicts between drivers or customers by acting as a liaison during high-pressure situations.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Assisted in resolving customer complaints and grievances.
  • Supported long-term growth by participating in strategic planning discussions about future staffing needs.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Customer Support Specialist

Spectrum
06.2022 - 02.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed over 100 of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Reduced call handle time, allowing for more customer inquiries to be resolved each day.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.

Customer Service Representative

Walmart
11.2021 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Alorica
05.2021 - 06.2022
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

High School Diploma -

Ship Academy
Orlando, FL

Skills

  • Effective listening
  • Logical evaluation
  • Detail-oriented data management
  • Issue resolution
  • Effective multi-tasking
  • Proficient in Microsoft Office
  • Team collaboration enhancement
  • Conflict resolution strategies
  • Interactive chat support services
  • Product sales expertise

Timeline

Dispatch Coordinator

Alllied
02.2024 - Current

Customer Support Specialist

Spectrum
06.2022 - 02.2024

Customer Service Representative

Walmart
11.2021 - 05.2023

Customer Service Representative

Alorica
05.2021 - 06.2022

High School Diploma -

Ship Academy

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Aaliyah Ward