Aiana Bennett
Ellenwood,GA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul>
Upslope Advisors
10.2022 - Current
- Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.
- Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).
- Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.
- Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.
- Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.
- Document all customer interactions thoroughly and accurately in the SBA’s case management system.
- Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.
- Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.
- Stay current on SBA policies and federal program changes through required training and regular internal updates.
<ul><li>Assisted with activities of daily living (ADLs), including bathing, oral hygiene, mobility, eating, dressing, and toileting.</li><li>Provided safe transfers between bed and wheelchair; ensured client comfort and safety.</li><li>Supported medication and vitamin adherence under care plan guidelines.</li><li>Maintained a clean and sanitary environment, including laundry and personal hygiene support.</li><li>Offered consistent emotional support and companionship to enhance client quality of life.</li></ul>
Home Health Aide - Tyrone, GA
Tyrone, GA
06.2018 - 12.2022
- Assisted with activities of daily living (ADLs), including bathing, oral hygiene, mobility, eating, dressing, and toileting.
- Provided safe transfers between bed and wheelchair; ensured client comfort and safety.
- Supported medication and vitamin adherence under care plan guidelines.
- Maintained a clean and sanitary environment, including laundry and personal hygiene support.
- Offered consistent emotional support and companionship to enhance client quality of life.
<ul><li>Provided personal care to patients, assisting with daily living activities, offering comfort measures and nourishment, and performing delegated therapies under the supervision of licensed professionals.</li><li>Monitored and recorded vital signs and documented patients’ daily activities accurately throughout the day.</li><li>Worked under the direct supervision of a nurse, promptly reporting concerns and changes in patient condition as appropriate.</li></ul>
Emory Decatur Hospital
Decatur, GA
07.2016 - 12.2018
- Provided personal care to patients, assisting with daily living activities, offering comfort measures and nourishment, and performing delegated therapies under the supervision of licensed professionals.
- Monitored and recorded vital signs and documented patients’ daily activities accurately throughout the day.
- Worked under the direct supervision of a nurse, promptly reporting concerns and changes in patient condition as appropriate.
Education
Associate of Science -
Atlanta, GA
Atlanta, GA01.2020
Pre Nursing Major -
South College
Atlanta, GASkills
- Attention to detail
- Active listening
- Microsoft Excel and Outlook
- Genesys and Avaya software
- Attention to detail
- Active listening
- Microsoft Excel and Outlook
- Genesys and Avaya software
Timeline
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul>
Upslope Advisors
10.2022 - Current
<ul><li>Assisted with activities of daily living (ADLs), including bathing, oral hygiene, mobility, eating, dressing, and toileting.</li><li>Provided safe transfers between bed and wheelchair; ensured client comfort and safety.</li><li>Supported medication and vitamin adherence under care plan guidelines.</li><li>Maintained a clean and sanitary environment, including laundry and personal hygiene support.</li><li>Offered consistent emotional support and companionship to enhance client quality of life.</li></ul>
Home Health Aide - Tyrone, GA
06.2018 - 12.2022
<ul><li>Provided personal care to patients, assisting with daily living activities, offering comfort measures and nourishment, and performing delegated therapies under the supervision of licensed professionals.</li><li>Monitored and recorded vital signs and documented patients’ daily activities accurately throughout the day.</li><li>Worked under the direct supervision of a nurse, promptly reporting concerns and changes in patient condition as appropriate.</li></ul>
Emory Decatur Hospital
07.2016 - 12.2018
Associate of Science -
Atlanta, GA
Pre Nursing Major -
South College
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