Alanna Whipple
McIntyre,GA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Excited to bring my knowledge and skills to provide the best service experience to each customer.
Overview
10
10
years of professional experience
Work History
Personal Line Customer Service Rep
The Hartford
06.2022 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Served as support resource to team members in key meetings.
- Monitored inbound and outbound calls made by 20 employees to provide constructive feedback making sure each customer is being handle in a timely resolution and with empathy.
- Evaluated current processes to develop improvement plans.
Customer Service Specialist
Atrium Healthcare
05.2018 - 06.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Accounts Receivable Coordinator
Ricoh USA
10.2012 - 05.2018
- Verified discrepancies and resolved clients' billing issues
- Processed incoming payments in accordance with established financial policies.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
Education
High School Diploma -
Wilkinson County High School
Irwinton, GASkills
- Customer Experience
- Customer Satisfaction
- Microsoft Excel
- Escalation
- Auditing
- CSAT
- Quality Assurance
Timeline
Personal Line Customer Service Rep
The Hartford
06.2022 - Current
Customer Service Specialist
Atrium Healthcare
05.2018 - 06.2022
Accounts Receivable Coordinator
Ricoh USA
10.2012 - 05.2018
High School Diploma -
Wilkinson County High School