Adolfo Alafa
7427 Autumn Ledge,TX
Summary
Customer-centric Call Center Representative recognized for extraordinary service, swift issue resolution and exceeding established call-per-hour targets. Brings 5+ years of experience supporting phone, TV, and internet as well as medical call centers. Personable and dedicated Customer Service Representative with extensive experience in any and all industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Sales Activation Specialist
Spectrum
San Antonio, Texas
11.2022 - 06.2023
- Developed and implemented customer activation plans for new products.
- Maintained accurate records of customer feedback to ensure satisfaction with product activation process.
- Assisted customers with troubleshooting technical issues related to product activation.
- Coordinated with sales teams to ensure smooth customer onboarding experience during product activations.
- Monitored customer usage data to assess effectiveness of product activation strategies.
- Identified opportunities for optimization within the current activation process.
- Created, modified and canceled client orders via CRM tools.
- Assisted sales team and online customers with accurate solutions and excellent
service to serve as a safety net to prevent order fall out. - Utilized strong multi tasking skills to ensure orders and accounts are handled properly
across multiple systems. - Analyzed existing processes and procedures related to activating products in order to recommend improvements.
- Maintained up-to-date knowledge of product categories to share with clientele.
Viewer Experience Advocate
Hulu
San Antonio, TX
05.2019 - 03.2020
- Viewer Experience Advocates Contractors will assist viewers through phone and/or chat about account management, billing issues, content and basic site and application navigation.
- Provide account and application support to our viewers, specifically with regards to software functionality and troubleshooting of system configurations and network settings.
- Give accurate and real-time responses to viewer inquiries.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Assisted caller with any KIs (Known Issues) by taking data from them to provide to our development team as well as troubleshooted a variety of devices including Apple TV, Roku TV and players, mobile devices, web browsers, smart tvs, etc.
Engagement Specialist
Carenet Healthcare Services
San Antonio, TX
03.2019 - 04.2019
- I authenticate members in accordance with all HIPAA guidelines for CVS/Caremark on behalf of Aetna.
- I confirm phone numbers, emails, and all relevant information to ensure there is no interruption of service for member's mail order pharmacy prescriptions.
Engagement Specialist
Carenet Healthcare Services
San Antonio, TX
09.2016 - 04.2017
- Dealt with any and all health insurance issues coming from both our members and medical professionals.
- Assisted members with any question they may have had about their insurance plan, what was covered by it, and finding medical professionals in network.
- I also assisted other engagement specialist as a mentor wherein I would walk the floor answering any questions they may have, as well as taking supervisor calls.
- Was head of a payment team with another mentor, handled call queue as well as answered any question my team may have had.
- Assisted members with any and all questions about their benefits and what that may entail.
Data Entry Clerk
CVS Caremark
San Antonio, TX
12.2015 - 01.2016
- We received various prescriptions from Doctors all around the country, ensuring that all information was correct so that the correct patient received the correct prescription at the right address.
- Accomplishments I was able to grasp the system quickly and was processing 35 orders on hour within the first week on the floor.
Education
High School Diploma -
Johnny J. Economedes High School.
Edinburg, TX05.2010
Skills
- Office equipment proficiency
- Data evaluation
- Call Center Operations
- Customer relations
- Credit card payment processing
- Project management abilities
- Direct sales
- Promotional support
- Microsoft Office expertise
- Employee coaching
- Technologically savvy
- Conflict mediation
- Business development understanding
- High-energy attitude
- Inbound and Outbound Calling
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Sales Activation Specialist
Spectrum
11.2022 - 06.2023
Viewer Experience Advocate
Hulu
05.2019 - 03.2020
Engagement Specialist
Carenet Healthcare Services
03.2019 - 04.2019
Engagement Specialist
Carenet Healthcare Services
09.2016 - 04.2017
Data Entry Clerk
CVS Caremark
12.2015 - 01.2016
High School Diploma -
Johnny J. Economedes High School.
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