ALANA BURNS ALCOCK
Customer Support Specialist
MADISON,AL
Summary
Experienced Customer Support Specialist with nearly 10 years in call center management and customer support. Proficient in navigating complex systems and resolving inquiries through various channels to ensure customer satisfaction and loyalty. Skilled in mentoring teams, enhancing performance, and fostering a culture of continuous improvement. Strong communication and problem-solving abilities to contribute to a dynamic customer care environment and elevate the customer experience further.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Supervisor (Remote)
V Shred Inc
04.2023 - Current
- Increased cross-team collaboration by fostering open communication channels between support agents and product teams.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
- Analyzed customer feedback to identify areas for improvement.
Customer Support Manager (Remote)
Voyager Digital Inc
06.2020 - 01.2023
- Facilitated engaging new hire orientation and comprehensive employee training using LiveChat and Hubspot, resulting in a 25% faster onboarding process and higher team productivity.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Healthcare Customer Service Representative
CareCentrix Inc
05.2017 - 03.2020
- Processed complex medical claims and prior authorization requests, ensuring accurate coverage determinations while maintaining compliance with healthcare regulations
- Maintained comprehensive documentation of patient cases and insurance verifications, strengthening audit readiness and reducing processing delays
- Coordinated with healthcare providers and insurance carriers to resolve coverage disputes, facilitating improved patient care outcomes
Education
Bachelor of Science - Hospitality And Tourism Management
Troy University
Troy, AL 03.2023 - Current
Skills
- Onboarding and training
- Proficient in Microsoft Office
- IT technical support
- Cold Calling
- CRM software proficiency
- SaaS platform management
- Medical coding knowledge
Timeline
Customer Support Supervisor (Remote)
V Shred Inc
04.2023 - Current
Bachelor of Science - Hospitality And Tourism Management
Troy University
03.2023 - Current
Customer Support Manager (Remote)
Voyager Digital Inc
06.2020 - 01.2023
Healthcare Customer Service Representative
CareCentrix Inc
05.2017 - 03.2020
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