Alana Morrow
Customer Service
Ankeny,IA
Summary
- Committed to ensuring satisfaction by providing exceptional service and unmatched support. Proficient in problem solving, utilizing customer service best practices and adept at exploring different solutions to address needs effectively and efficiently.
- Strong, collaborative, team player, leader and problem solver dedicated to supporting and empowering others toward success.
- Proficient with Microsoft Office (Excel, Word, Office, PowerPoint) and learn quickly
- 10+ years of customer service, multi-tasking and attention to detail experience
Overview
9
9
years of professional experience
Work History
Customer Care Specialist I
Acuity International
01.2024 - Current
- Provide support and customer service scheduling employment-related medical exams and/or drug screens.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Directed customers to appropriate departments for additional support.
Customer Service Representative
Mom's Meals, a PurFoods Company
04.2021 - 01.2024
- Handle inbound and outbound customer service calls, placing their meal order through insurance benefits, while addressing inquiries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, with empathy, finding satisfactory resolutions for both customers and the company alike.
Crew Manager
B-Bop's
06.2020 - 04.2021
- Maintain a safe working environment through strict adherence to safety protocols and guidelines.
- Train and coach employees in doing their work effectively and efficiently.
- Ensure that crew members are well-educated on proper food handling procedures and enforce all rules and procedures.
- Complete performance evaluations of crew members and review survey results.
- Handle customer complaints and ensure they are pleased with their service and food quality.
- Enhanced team productivity with effective scheduling and task assignments.
- Complete financial readings and register audits to ensure accuracy.
Product Support Specialist
DHI Group Inc
01.2020 - 06.2020
- Provide website and account support via inbound calls, emails, and live chats
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Communicate with the account manager to ensure they were notified and updated with any changes and requests.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Maintain detailed records of each interaction with clients, reported issues, and completed solutions.
- Navigate through multiple computer applications with speed and accuracy.
- Utilize multiple resources and tools simultaneously while problem solving.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
Member Care Representative III
Nationwide Mutual Insurance Company
03.2016 - 02.2019
- Support policyholders and sales agents with quoting, issuing, endorsing new and active policies, and create the required documents for the policy.
- Assisted customers in navigating complex account issues, ensuring a positive experience overall.
- Maintain up-to-date knowledge of state law and requirements for each state serviced.
- Facilitated smooth billing transactions for clients, verifying details accurately and processing any necessary adjustments or refunds promptly.
- Handled sensitive customer information securely, adhering to company privacy policies at all times.
- Promoted customer retention with proactive outreach, addressing potential concerns before they escalated.
- Cultivated an empathetic approach, managed high-pressure situations calmly, ensuring that each customer received the best possible resolution.
- Accurately document the account, describing each interaction in detail.
Program Coordinator
REM Iowa
- Designed program implementation and maintenance plans.
- Monitor quality of care delivered through shadowing and evaluations.
- Coordinate the staff schedule to ensure coverage, and remain on call to cover shifts for call outs.
- Conduct team meetings on a weekly basis.
- Complete and process payroll for the mentors on my team.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
- Led training sessions for staff fostering a knowledgeable and cohesive team environment.
Education
Associate - Accounting
Everest College Online
05.2001 -
Associate - Business
Des Moines Area Community College
Ankeny, IA 05.2001 -
High School Diploma -
Bondurant Farrar High School
Bondurant, IA 05.2001 -
Timeline
Customer Care Specialist I
Acuity International
01.2024 - Current
Customer Service Representative
Mom's Meals, a PurFoods Company
04.2021 - 01.2024
Crew Manager
B-Bop's
06.2020 - 04.2021
Product Support Specialist
DHI Group Inc
01.2020 - 06.2020
Member Care Representative III
Nationwide Mutual Insurance Company
03.2016 - 02.2019
Associate - Accounting
Everest College Online
05.2001 -
Associate - Business
Des Moines Area Community College
05.2001 -
High School Diploma -
Bondurant Farrar High School
05.2001 -
Program Coordinator
REM Iowa