Summary
Overview
Work History
Education
Skills
Certification
Timeline

Alandra Coleman

Louisville,KY

Summary

Experienced Customer Support Professional with over 13 years of diverse experience in customer service. Demonstrated ability to effectively manage and record customer data across various channels, ensuring exceptional, and confidential service delivery. Proven track record of successfully handling high-pressure situations and fostering team collaboration to achieve desired results. Adaptable and responsive to industry changing needs, to consistently meet or exceed customer expectations. Skilled in conflict resolution and customer relationship management, while bringing reliability and flexibility to every role.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Substitute Teacher

JCPS
08.2021 - Current
  • Offered diverse educational content across multiple subjects for a wide range of students.
  • Develop interactive lesson plans incorporating technological tools to boost student engagement.
  • Cultivate positive relationships with the educational community, recognized for reliability and a commitment to fostering a constructive classroom atmosphere.
  • Facilitated student conflict resolution through strategic empathy and effective communication.

Subject Matter Expert (SME) Group Medicare

Humana
09.2019 - 01.2021
  • Delivered consistently high customer satisfaction ratings above 95% through effective resolution of complex inquiries.
  • Reviewed and verified medical claims, preventing erroneous billing for undelivered services.
  • Optimized procedures leading to a 25% decrease in average call handling duration.
  • Expedited problem resolution by fostering cooperative relationships across departments.
  • Facilitated informed customer interactions by consistently updating knowledge on industry changes.
  • Processed payments for premiums leveraging CRM tools.

Mailroom Coordinator

Print Fulfillment Services
12.2016 - 01.2018
  • Enhanced operational efficiency in the mailroom, cutting down process time by 30% and elevating staff productivity to 25%.
  • Implemented detailed coaching programs for recruits that resulted in a notable 90% reduction in procedural inaccuracies.
  • Achieved considerable cost reduction through the successful renegotiation of shipping services.
  • Ensured adherence to deadlines and achievement of project goals through proactive management.

On-Site Manager

222 Development LLC
06.2012 - 07.2015
  • Coordinated staff and contractors to maintain site security and service excellence.
  • Managed daily operations including scheduling, budgeting, and workflow, all while adhering to applicable laws and policies.
  • Conducted post-project evaluations to identify areas for improvement and implemented changes as needed for future projects.
  • Developed strong relationships with clients, resulting in repeat business and excellent referrals.
  • Conducted regular site inspections to ensure compliance with regulatory requirements and company standards.
  • Regularly updated stakeholders on project status through detailed reports and presentations.

Emergency Dispatcher

Integrated Security Systems (ISS)
04.2009 - 06.2012
  • Managed crisis situations through effective response to emergency and non-emergency calls.
  • Maintained calmness and assurance for callers during emergencies.
  • Coordinated emergency unit dispatch to specific locations, facilitating prompt incident response.
  • Facilitated cooperation between multiple organizations and emergency services for successful incident management.
  • Simplified allocation of emergency services through severity-based call response priorities.
  • Upholded privacy standards through secure handling of confidential interactions.

Education

Bachelor's degree - Information Communication Technology

Purdue University-Main Campus, Fort Wayne, IN

Skills

  • Relationship building and management
  • Customer focus
  • Complaint handling
  • Critical thinking
  • Adaptability and flexibility
  • Active listening
  • Problem resolution
  • Computer proficiency
  • Documentation
  • De-escalation techniques
  • Professional telephone demeanor

Certification

Certified Customer Service Representative

Timeline

Substitute Teacher - JCPS
08.2021 - Current
Subject Matter Expert (SME) Group Medicare - Humana
09.2019 - 01.2021
Mailroom Coordinator - Print Fulfillment Services
12.2016 - 01.2018
On-Site Manager - 222 Development LLC
06.2012 - 07.2015
Emergency Dispatcher - Integrated Security Systems (ISS)
04.2009 - 06.2012
Purdue University-Main Campus - Bachelor's degree, Information Communication Technology

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Alandra Coleman