Alaiyah Haskins
Chesterfield,VA
Summary
Dynamic customer service professional with a proven track record at City Of Richmond Public Utilities, excelling in problem-solving and customer empathy. Skilled in documentation and reporting, I enhanced customer satisfaction through effective communication and personalized support, contributing to revenue recovery goals and efficient service resolutions.
Professional customer service expert with strong skills in technical troubleshooting, communication, and problem-solving. Proven ability to support team collaboration and adapt to changing environments, ensuring reliability and results. Skilled in resolving issues efficiently while maintaining high standards in customer satisfaction. Known for excellent interpersonal skills and proactive approach to meeting customer needs.
Overview
12
12
years of professional experience
Work History
Customer Service Technician
City Of Richmond Public Utilities
03.2025 - Current
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Delivering front-line customer support for residential and commercial utility accounts with outstanding balances or high usage concerns.
- Investigating and resolving billing discrepancies by reviewing meter reads, account history, and consumption data in utility billing software.
- Processing reconnection requests, and service orders while ensuring compliance with utility policies and revenue recovery procedures.
- Partnering with field technicians to coordinate meter inspections, theft investigations, and service terminations or restorations.
- Maintain detailed account records, service tags, and reports using Microsoft Excel and internal billing systems.
- Contribute to the department's Revenue Recovery goals by ensuring timely and accurate processing of the account adjustments and resolutions.
Customer Service Representative
BroadPath Healthcare
10.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled high- volume inbound and outbound calls from Medicare members, caregivers, and providers with professionalism and HIPPA compliance.
- Provided clear, compassionate support for questions related to Medicare Advantage plans, coverage benefits, eligibility, claims, authorizations and billing.
- Educated members on plan options, enrollment periods, provider networks, and how to use over the counter (OTC) and prescription benefits.
- Resolved escalated issues by researching account details, collaborating with internal departments, and documenting each interaction in the CRM system.
- Maintained daily calls metrics, quality scores, and compliance standards while delivering exceptional member experiences.
- Conducted Outreach calls to support wellness initiatives, appointment scheduling, or follow-up on previously resolved concerns.
- Utilizing multiple systems to verify member data, process updates, and ensure accurate information was communicated in real-time.
- Stayed current on CMS regulations, policy updates and MVP- specific procedures through regular training and team briefings.
Customer Service Representative
Maximus
06.2022 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled high- volume inbound and outbound calls from Medicare members, caregivers, and providers with professionalism and HIPPA compliance.
- Provided clear, compassionate support for questions related to Medicare Advantage plans, coverage benefits, eligibility, claims, authorizations and billing.
- Educated members on plan options, enrollment periods, provider networks, and how to use over the counter (OTC) and prescription benefits.
- Resolved escalated issues by researching account details, collaborating with internal departments, and documenting each interaction in the CRM system.
- Maintained daily calls metrics, quality scores, and compliance standards while delivering exceptional member experiences.
- Conducted Outreach calls to support wellness initiatives, appointment scheduling, or follow-up on previously resolved concerns.
- Utilizing multiple systems to verify member data, process updates, and ensure accurate information was communicated in real-time.
- Stayed current on CMS regulations, policy updates and MVP- specific procedures through regular training and team briefings.
Customer Service Associate
CarMax
10.2020 - 02.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to inbound and outbound calls with customers interested in purchasing vehicles through CarMax's online and in-store platforms.
- Assisted customers with vehicle selection, availability inquires, financing pre-approvals, and the online car buying process.
- Provided detailed information on pricing, warranties, vehicle features, and delivery or pick up options to help customers make informed decisions.
- Guided customer concern, objections, and escalations with professionalism while aiming for first-call resolution and high satisfaction.
- Used multiple CarMax systems to check inventory, reserve vehicles and update customer profiles in real time.
- Collaborated with internal teams including sales consultants, store staff, and financing departments to ensure a smooth customer journey from inquiry to purchase.
- Maintained daily performance targets related to call quality, response time, upselling, and conversion metrics.
Assistant Manager
Hand and Stone Massage and Facial
04.2019 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Supported daily spa operations, including front desk management, staff supervision, and client satisfaction, ensuring a smooth and welcoming environment.
- Assisted the Spa Manager in overseeing a team of massage therapists, estheticians, and front desk associates, providing leadership, coaching, and scheduling support.
- Handled member account management, including sales of membership, upgrades, gift cards, and promotional packages.
- Resolved customer concern, service issues, and scheduling conflicts while maintaining a high standard of guest experience and satisfaction. Managed appointment bookings, cancellations, and waitlists using spa software systems (e.g., Millennium, Zenoti, and MindBody).
- Ensured proper inventory control pf retail products and supplies and supported monthly product orders and restocking.
- Promoted sales goals and membership conversions, helping the spa meet monthly revenue targets through team motivation and accountability.
- Maintained spa cleanliness, ambience, and adherence to brand standards, safety protocols, and health regulations.
- Served as the acting manager in the Spa Director's absence, ensuring continued excellence in operations and customer service.
Manager
Beauty World Supply
03.2013 - 08.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
James River High School
Midlothian, VA06-2009
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Inventory management
- Customer empathy
- Teamwork and collaboration
- Problem-solving skills
Timeline
Customer Service Technician
City Of Richmond Public Utilities
03.2025 - Current
Customer Service Representative
BroadPath Healthcare
10.2024 - 02.2025
Customer Service Representative
Maximus
06.2022 - 10.2023
Customer Service Associate
CarMax
10.2020 - 02.2022
Assistant Manager
Hand and Stone Massage and Facial
04.2019 - 09.2020
Manager
Beauty World Supply
03.2013 - 08.2018
James River High School
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