Alana Lott
Houston
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative- Aetna Medicare
Aetna/CVS Health
08.2024 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Learned company products and services to provide accurate information.
- Handled Member Inquiries by following established procedures.
- Filing Grievances and Expedited appeals when necessary
- Sending claims back for rework when needed, or solving it by reach out to other party.
Attendant
AC Healthcare
01.2021 - Current
- Coordinated transportation and appointments for a patient, facilitating access to necessary services.
- Assisted patient with daily living activities to enhance independence and quality of life.
- Monitored patients health conditions, reporting changes to healthcare professionals promptly.
Telemarketer
Charity Clothing Pickup
03.2024 - 07.2024
- Developed persuasive communication strategies to engage potential donors effectively.
- Managed CRM tools to track interactions and optimize follow-up processes.
- Trained new telemarketers on best practices for successful outreach efforts.
Aircraft Cleaner
G2 Secured Staff
11.2023 - 03.2024
- Maintained cleanliness and sanitation standards for aircraft interiors and exteriors.
- Operated specialized cleaning equipment to ensure thorough aircraft maintenance.
- Inspected aircraft surfaces for damage or wear, reporting issues to maintenance teams.
- Collaborated with team members to improve cleaning efficiency and workflow processes.
Customer Service Representative
Community Health Choice
06.2023 - 10.2023
- Managed high-volume customer inquiries to ensure timely and accurate responses.
- Resolved complex issues by collaborating with cross-functional teams to enhance service delivery.
- Trained and mentored new team members on best practices in customer engagement.
- Worked Front line reviewing claims
Seasonal Sales Associate
James Avery Artisan Jewelry
11.2022 - 05.2023
- Increased customer satisfaction through effective communication and product knowledge.
- Maintained accurate inventory levels utilizing point-of-sale systems and reporting tools.
- Trained new associates on sales techniques and company policies to enhance team performance.
- Implemented promotional strategies to boost product visibility and drive sales growth.
Front End Cashier
Kroger
04.2019 - 01.2022
- Operated cash register, processing transactions accurately and efficiently.
- Assisted customers with inquiries, ensuring positive shopping experiences.
- Maintained cleanliness and organization of checkout area to enhance operational efficiency.
- Trained new cashiers on company policies and procedural best practices.
Education
Associate of Arts - HR Management
Lonestar Community College
Houston, TX12-2026
High School Diploma -
Jersey Village HS
Houston06-2021
Skills
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Team development
- Claims investigation and research
- Grievance handling
- Expertise in Microsoft office
Timeline
Customer Service Representative- Aetna Medicare
Aetna/CVS Health
08.2024 - Current
Telemarketer
Charity Clothing Pickup
03.2024 - 07.2024
Aircraft Cleaner
G2 Secured Staff
11.2023 - 03.2024
Customer Service Representative
Community Health Choice
06.2023 - 10.2023
Seasonal Sales Associate
James Avery Artisan Jewelry
11.2022 - 05.2023
Attendant
AC Healthcare
01.2021 - Current
Front End Cashier
Kroger
04.2019 - 01.2022
Associate of Arts - HR Management
Lonestar Community College
High School Diploma -
Jersey Village HS
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