Alaina Lee
Tolleson,Az
Summary
Reliable operations and customer support professional with a background in call center service, data entry, and multi-system processing. Adds value through careful record handling, training support, problem-solving, and consistent service in fast-paced environments where accuracy and teamwork matter.
Overview
2027
2027
years of professional experience
Work History
Call Center
MassMutual Life Insurance
03.2021 - Current
- Handled inbound calls from policyholders and agents about annuity policies, ensuring accurate information delivery and customer satisfaction.
- Processed annuity order entries by taking inbound calls from agents to address application status inquiries and troubleshoot errors.: Take inbound calls from agents or agent assist who have inquiries regarding the status of submitted applications or troubleshooting errors with applications.
- Processed transaction requests using multiple systems to ensure timely completion and accuracy of client requests.
- Facilitated follow-ups with ceding carriers to verify status of funds for policies designated for contract application, enhancing communication and service efficiency.
- Reviewed electronically submitted applications to verify inclusion of all documents for approval.
Call Center
Progressive Insurance
10.2018 - Current
Call Center
Farmers Insurance
03.2020 - 03.2021
Sales Representative
Farmers Insurance
01.2020 - 02.2021
- Answered inbound calls from potential customers seeking auto, home, and umbrella insurance.
- Explained coverage options to customers to support proper protection needs.
- Processed phone payments for new policyholders to help activate policies.
- Used multiple computer screens to improve workflow efficiency.
- Communicated with teammates through chat to support collaboration.
Call Center Representative
Department of Economic Security
04.2017 - 10.2018
DATA CENTER Systems Operator
Marshalls Distribution Center
01.2012 - 01.2017
- Match Tickets/Labels with proper paperwork to be sent out to various departments
- Executed scanning processes for inventory management
- Troubleshot printers by changing parts, cleaning components, and aligning settings.
- Conducted training sessions for new staff on operational procedures to ensure compliance and efficiency
- Tracked trucks in yards to identify receiving departments for the day and planned staffing to meet daily production needs
- Assign associates to stations weekly to meet warehouse needs
- Assist Data Center Supervisor
- Managed Data Center operations during Supervisor's absence, maintaining workflow and addressing issues as they arose
- Communicate with floor supervisors and resolve issues in a timely manner
- Communicate through radios with other associates and staff
- Equipment- Printers: SATO LIS 1865, LP 100R, Cutters: SATO CS 901e, 9018, Bowe 310S, 6500 printer, Avery Dennison Monarch 9825 and Cash Register
Warehouse floor ticketer
Adecco
01.2012 - 01.2013
- Ticketed items on warehouse floor to enhance inventory tracking accuracy
- Assigned work orders to co-workers to streamline daily operations
- Trained incoming employees on procedures to ensure effective onboarding
- (Marshalls Distribution Center Temporary Associate)
Cashier/ Customer Service Associate
JCPenney
Goodyear, Az
01.2010 - 01.2012
- Processed purchases and managed returns, ensuring customer satisfaction
- Greeted customers upon entrance, creating a welcoming atmosphere
- Assisted guests in locating merchandise, enhancing shopping experience
- Stocking and organizing product on the sales floor
Customer Service Representative
Progressive Insurance
- Handled inbound calls to assist existing customers with policy management
- Answered customer calls for policy, billing, and claims questions.
- Explained Progressive Insurance coverage options and policy details clearly.
- Processed policy changes using customer service systems and records.
Blended Associate
Progressive Insurance
- Obtained sales license to quote new customers for auto insurance, enhancing service capabilities.
- Assisted customers with inquiries related to online auto quotes, improving overall customer experience.
- Supported Progressive Insurance policy inquiries through customer calls and email correspondence.
- Reviewed claims files and updated records in Progressive Insurance systems.
- Processed policy changes using Progressive Insurance guidelines and procedures.
Senior Specialist Customer Preservation
Progressive Insurance
- Managed inbound calls from customers to address cancellation requests, focusing on retention strategies
- Educated customers on Progressive products and services, enhancing understanding and encouraging policy retention
- Process endorsements, quotes, payments, cancellations, reinstatements, renewals, and state/federal filings
- Write new business on behalf of the agent
Eligibility Interviewer
Department of Economic Security
- Federal, state and agency statutes, rules and regulations; explain eligibility requirements.
- High use of computer software and systems along with data entry and customer information
- Addressed and resolved customer concerns through effective communication and problem-solving.
- Work in a high volume call center
- Utilized various resources to refer clients to appropriate services and support.
- De-escalated difficult client situations through active listening and conflict resolution techniques.
- Answer inbound calls and provide excellent customer service
- Simultaneously entered data into computer systems while engaging with clients to ensure accuracy.
- Meet call center time frame and accuracy standards
DATA ENTRY Clerk
Marshalls Distribution Center
- Enter all daily logs into the PATS program
- Monitored and recorded associate work hours, ensuring accuracy for payroll processing.
- Maintain associates in the Pats system (I.E. adding or removing associates, tracking training period)
- Add, Remove and Change associate information in Scan system
- Correct any issues with associate logs
- Corresponded with supervisors to maintain up-to-date associate information and resolve issues.
- Tracked missing logs, corrections, or those held by supervisors using MS Excel and Access.
- Programs: PATS, Scan, Excel, Access, Outlook, Red Prairie Labor Management system.
Education
High School Diploma -
Buckeye Union High School
05-2006
Skills
- 2 years of Contact Center Customer Service
- High-volume call center
- Customer service experience
- Account resolution
- Data entry
- Efficient Data Entry
- Computer applications proficiency
- Policy Compliance Review
- Telephone system usage
- Multitasking
- Adaptable Work Environment
- Flexible Schedule
- Effective communication skills
Timeline
Call Center
MassMutual Life Insurance
03.2021 - Current
Call Center
Farmers Insurance
03.2020 - 03.2021
Sales Representative
Farmers Insurance
01.2020 - 02.2021
Call Center
Progressive Insurance
10.2018 - Current
Call Center Representative
Department of Economic Security
04.2017 - 10.2018
DATA CENTER Systems Operator
Marshalls Distribution Center
01.2012 - 01.2017
Warehouse floor ticketer
Adecco
01.2012 - 01.2013
Cashier/ Customer Service Associate
JCPenney
01.2010 - 01.2012
Customer Service Representative
Progressive Insurance
Blended Associate
Progressive Insurance
Senior Specialist Customer Preservation
Progressive Insurance
Eligibility Interviewer
Department of Economic Security
DATA ENTRY Clerk
Marshalls Distribution Center
High School Diploma -
Buckeye Union High School