Aissa Trotty
Lubbock,USA
Summary
Achieved high customer satisfaction by resolving technical issues promptly and effectively. Enhanced service quality through proactive communication and support strategies. Developed successful solutions to complex problems, resulting in improved customer experiences. Fostered strong relationships with clients, leading to increased loyalty and repeat business.
Overview
21
21
years of professional experience
Work History
Dispute Relationship Representative
PSCU
07.2022 - 01.2026
- Investigated and resolved fraudulent claims by analyzing transaction data and customer accounts.
- Safeguarded sensitive customer information by adhering to strict confidentiality protocols during investigations.
- Optimized case resolution times by prioritizing high-risk incidents and managing resources effectively.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Technical Support Representative
Vexus Fiber
06.2021 - 01.2022
- Provided comprehensive guidance to users by implementing structured scripts and technical troubleshooting methods to resolve issues.
- Tracked and organized comprehensive records of customer interactions to enhance service delivery and support agreement management.
- Facilitated prompt call resolution, escalating complex issues to designated personnel for timely handling.
- Identified and addressed technical hardware and software challenges to maintain operational efficiency.
Customer Care Support
AT&T
12.2020 - 04.2021
- Tracked and analyzed customer requests and concerns, executing resolutions and integrating feedback to improve overall service performance.
- Utilized in-depth understanding of products, services, and internal systems to achieve first call resolution for a significant volume of customer contacts.
- Analyzed customer preferences to design and launch effective promotions and special offers.
- Analyzed and resolved multifaceted problems, maintaining diligent communication to track the effectiveness of solutions.
- Analyzed customer preferences and provided targeted recommendations to improve overall service quality.
- Utilized effective cross-selling strategies to drive product sales during regular service calls.
- Identified and addressed issues through detailed investigations of customer concerns.
- Managed customer inquiries by processing merchandise exchanges, issuing refunds, and adjusting billing statements.
Housekeeper
Covenant Health
06.2017 - 12.2020
- Conducted comprehensive floor cleaning operations, utilizing sweeping, vacuuming, and mopping techniques to maintain pristine conditions.
- Applied industry-standard sanitizing methods to mitigate infection and cross-contamination hazards.
- Executed tasks involving chemical mixing and equipment operation in strict accordance with safety guidelines.
- Conducted thorough linen changes by removing soiled sheets and towels and installing fresh replacements.
- Conducted thorough sanitization practices to effectively reduce the risk of germ transmission and active infections.
Direct Support Professional
Lubbock Supported Living Center
03.2015 - 06.2017
- Documented detailed accounts of support and service activities conducted throughout each shift to enhance operational transparency.
- Provided targeted coaching and emotional support to enhance client motivation and goal attainment.
- Facilitated client independence and improved quality of life by delivering comprehensive company services.
- Supported client well-being by coordinating transportation, assisting with bathing, and preparing meals.
- Monitored and enforced regulations to maintain client safety and promote overall wellness.
- Addressed client social preferences, learning objectives, and environmental criteria to promote adherence to healthcare regulations.
- Provided support for individuals' personal hygiene to enhance overall well-being.
Customer Service Support Representative
Convergys
09.2004 - 03.2008
- Analyzed customer feedback and proactively resolved challenges to ensure positive experiences.
- Coordinated responses to customer inquiries, ensuring timely resolution of billing questions, payment processing, and service request handling.
- Handled customer interactions through [number] daily inbound calls, ensuring effective appointment setting and successful sales conversions.
- Conducted thorough research and documentation of customer service challenges, ensuring timely and effective solutions.
- Managed customer interactions by delivering swift and amicable support for inquiries and service-related concerns.
Education
High School - undefined
Slaton High School
Slaton, Texas05.2001
Skills
- Delivered timely service support to ensure seamless operations and client retention
- Developed and enforced information protection protocols to ensure data integrity and confidentiality
- Conducted systematic troubleshooting of products to enhance user experience and satisfaction
- Managed account updating processes to enhance operational efficiency and user experience
- Facilitated call management processes to enhance customer service and support
Timeline
Dispute Relationship Representative
PSCU
07.2022 - 01.2026
Technical Support Representative
Vexus Fiber
06.2021 - 01.2022
Customer Care Support
AT&T
12.2020 - 04.2021
Housekeeper
Covenant Health
06.2017 - 12.2020
Direct Support Professional
Lubbock Supported Living Center
03.2015 - 06.2017
Customer Service Support Representative
Convergys
09.2004 - 03.2008
High School - undefined
Slaton High School