Summary
Overview
Work History
Education
Skills
References
Areas of Expertise
Custom
Timeline
Generic

Alaina Aday

Georgetown

Summary

Dynamic and results-oriented customer service professional with a proven track record of building strong relationships and expertly resolving complex inquiries. I excel in active listening and problem-solving, leveraging advanced virtual collaboration tools to deliver exceptional client satisfaction. With experience in collaborating closely with cross-functional teams, I proactively enhance the user experience, and consistently empower clients. My commitment to service excellence drives mutual growth and fosters enduring partnerships.

Overview

7
7
years of professional experience

Work History

Customer Care Consultant for IdeaPlace

Planview
Austin
01.2021 - 01.2023
  • Cultivated positive customer relationships through expertise in project and innovation management methodologies.
  • Spearheaded integrative initiatives that enhanced customer experience and satisfaction.
  • Collaborated with a major client's IT team to flawlessly configure SSO on the new IdeaPlace software site..
  • Identified a critical system anomaly, partnering with the development team for resolution through thorough troubleshooting.
  • Achieved 100% Customer Satisfaction score each quarter during tenure, reflecting commitment to customer needs.
  • Developed training materials for new employees on customer service protocols.
  • Provided technical support via live chat, email, and Salesforce cases.

Fulfillment Specialist/Service Desk Dispatcher

Planview
Austin
01.2019 - 01.2021
  • Collaborated with Sales and Customer Success teams to facilitate onboarding for new clients, customer transitions, and retention.
  • Optimized customer service operations, aligning delivery processes with established standards.
  • Oversaw expeditious triage of client cases to Customer Care and Cloud Operations queues.
  • Administered Support Portal, maintaining accurate data entry of customer data, while also managing customer interactions efficiently.
  • Monitored product support inbox, directing queries to appropriate departments proactively.
  • Managed daily fulfillment queue to ensure timely order processing while upholding quality standards.
  • Handled complexities of product distribution, ensuring exceptional service for clients during renewals and onboarding.
  • Updated and maintained Oracle and SQL databases with current information for clients on behalf of the customer care team.

Customer Service Associate

eBay
Austin
01.2016 - 01.2018
  • Served as a beacon of customer-centricity, ensuring productive and reassuring interactions for a vast array of global sellers.
  • Delved into intricate inquiries, leveraging robust research methodologies to provide comprehensive resolutions.
  • Counseled sellers with strategic insights, fostering enhanced performance metrics across the platform.
  • Seamlessly fielded an average of 50-60 inbound calls daily, adeptly addressing a myriad of seller concerns.
  • Skillfully navigated challenging conversations, always striving to end on a positive note while maintaining operational integrity.
  • Consistently met and exceeded key performance indicators (KPIs), including average handling time and post-call tasks, demonstrating relentless pursuit of excellence.

Education

Bachelor of Arts - Coursework, 80 hours

Baylor University
Waco, TX

Skills

Customer support and communication

  • Effective verbal and written skills
  • Issue resolution
  • Listening skills
  • Telephone etiquette
  • Analytical problem-solving

Detail-oriented approach

  • Fast-paced multi-tasking
  • CRM proficiency
  • Data confidentiality and security
  • Microsoft Office proficiency

References

References available upon request.

Areas of Expertise

  • Customer Relationship
  • Escalation Handling
  • Troubleshooting
  • Quality Adherence
  • LiveChat Monitoring
  • Documentation
  • Customer Research
  • Data Entry Expertise
  • Performance Metrics
  • Innovation Management
  • Order Fulfillment
  • Confluence Documentation

Custom

During a period from [Start Date] to [End Date], I took time off to focus on family commitments. During this time, I also leveraged my passion for animals by working as a professional dog sitter through Rover.com. This experience, while unconventional, further honed my skills in responsibility, time management, and client communication, as I was solely responsible for the care and well-being of various dogs and consistently communicated with their owners to ensure their peace of mind. This period reinforced my dedication to providing exceptional care and understanding individual needs, which I believe aligns perfectly with Chewy's commitment to pet parents.

Timeline

Customer Care Consultant for IdeaPlace

Planview
01.2021 - 01.2023

Fulfillment Specialist/Service Desk Dispatcher

Planview
01.2019 - 01.2021

Customer Service Associate

eBay
01.2016 - 01.2018

Bachelor of Arts - Coursework, 80 hours

Baylor University

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