Aleah S. Cook
Ellenwood,GA
Summary
Seeking a position, where my extensive customer service background and newly acquired administrative and hospitality skills can be fully utilized to improve customer satisfaction and provide quality service.
Overview
1
1
Certificate
26
26
years of professional experience
Work History
Hostess
Concord Hospitality Enterprises Company
02.2026 - Current
- Welcomed and escorted guests to tables, ensuring a positive first impression.
- Managed reservation systems, optimizing seating arrangements for maximum efficiency.
- Coordinated with kitchen staff to ensure timely service and accurate order
- Handled guest inquiries and complaints, enhancing overall dining experience satisfaction.
- Collaborated with management to implement process improvements for guest flow efficiency.
- Answered customer questions about hours, seating, and menu information.
- Developed strategies for increasing table turnover rates during peak hours.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
Sr customer consultant DCC II
Ally Bank
05.2021 - 03.2025
- Meet or exceed all assigned operational, customer-experience metrics, and objectives on a consistent basis.
- Provide personalized customer service of the highest level by establishing rapport and presenting a positive, friendly attitude.
- Ensure processes are done thoroughly, accurately and per legal/process requirements.
- Accurately update systems and databases with status details and other information relating to customer concern or need.
- Strive for first contact resolution.
- Look for means of improving as well as promoting low effort customer experience in line with all quality and compliance standards.
- Maintain strict confidentiality with customer, employee, and company information.
- Ability to solve more complex problems.
- Immediately implement and maintain control when procedural changes are presented.
- Assists with training and coaching of new team members.
- Assists others within department and assists in leading departmental projects or activities.
Retail Sales Associate\\Retail Associate Manager
T-Mobile
11.2013 - 07.2020
- Key holder, responsible for opening and closing of store daily and all paperwork.
- Make sure my team and myself are reaching their daily as well as their monthly goals.
- Responsible for making sure inventory is accounted for daily, along with making sure the store stays neat and clean. And our customers have the best experience with us.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted customers in selecting devices and plans, enhancing overall shopping experience.
- Trained new associates on sales techniques and customer engagement strategies to improve team performance.
- Maintained up-to-date product knowledge to provide accurate information and recommendations.
- Monitored inventory levels, ensuring optimal stock availability to meet customer demand efficiently.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
Customer Svc Act Specialist
Children’s Hospital of Philadelphia
08.2016 - 07.2018
- Serves as the sole point of contact throughout the full life cycle for troubleshooting of issues/complaints from initiation through resolution.
- Will access multiple systems, including insurance web sites in an effort to effectively resolve the callers’ issue. Will be expected to have a broad-based knowledge of insurances and specialty billing in order to resolve the billing issue at hand. Has the authority and responsibility to resolve any third-party collection issues to ensure appropriate self-pay portion of remittance.
- Completely resolves patient accounts whether related to insurance payer or guarantor. Supports both hospital billing and collections department. Reviews remittance advices and EOB’s. Must have the ability to track issues until they are adequately resolved.
- Efficiently handles all calls received in a customer oriented and professional manner. Reviews account history to understand the full impact of the questions/complaints to ensure that all past account history is appropriately updated and issues resolved. Follows all procedures regarding how calls are to be answered (i.e., call guidelines) and documented in the billing system so that a consistent level of service is provided to all callers. Handles at least the average minimum number of calls each month, triages calls appropriately in an efficient manner. Maintains quality results and customer service for all calls.
Cashier/Customer/trainer
CVS Pharmacy
08.2011 - 12.2012
- Assist customers with self-checkout purchases.
- Open shipment and restock merchandise on shelves.
- Verify cash in register before shift and end of the day balance register to assure no shortage or overages.
- Processed high volumes of transactions efficiently, ensuring accurate cash handling.
- Maintained cleanliness and organization of checkout areas to enhance customer experience.
- Mentored junior staff on best practices in customer service and operational efficiency.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Cashier/Trainer
Target
09.2009 - 01.2011
- Greet and checkout all guest at the end of their visit in a timely and efficient manner.
- Train any incoming cashiers on all policies and procedures as a new employee.
- Make sure the guest had fast, fun and friendly services.
Cashier\Trainer
Aldi Foods Inc
09.2006 - 04.2008
- Checkout all guest and make them feel appreciated.
- Maintain merchandise and cleanliness of the store and surroundings.
- Count money at the end of every shift as well as count inventory once a month with staff.
Head Cashier//Cashier trainer
Foot Locker Inc.
02.2000 - 04.2005
- Responsible for all store merchandise (shipping and receiving).
- Opening and closing of the store daily including counting all money at the start and end daily.
- Paperwork to be completed daily and payroll to be completed weekly.
- Supervised daily cash operations, ensuring accuracy in transactions and adherence to company policies.
- Trained and mentored new cashiers on register systems and customer service best practices.
- Enhanced customer satisfaction by resolving issues promptly and effectively during transactions.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
Education
Diploma - Medical Billing and Coding Certification Program
Pennsylvania Institute of Technology
Philadelphia, PA06.2011
Skills
Customer service
Effective multitasking
Patience and empathy
Phone etiquette
Interactive communication skills
Greeting guests
Hospitality service expertise
Complaint handling
Guest complaint resolution
Conflict resolution
Organizational skills
Workflow coordination
Staff training
Multitasking Abilities
Relationship building
Customer-oriented
Cultural awareness
Problem-solving
Teamwork and collaboration
Active listening and communication
Certification
NHA Certified Medical Administrative Assistant
Timeline
Hostess
Concord Hospitality Enterprises Company
02.2026 - Current
Sr customer consultant DCC II
Ally Bank
05.2021 - 03.2025
Customer Svc Act Specialist
Children’s Hospital of Philadelphia
08.2016 - 07.2018
Retail Sales Associate\\Retail Associate Manager
T-Mobile
11.2013 - 07.2020
Cashier/Customer/trainer
CVS Pharmacy
08.2011 - 12.2012
Cashier/Trainer
Target
09.2009 - 01.2011
Cashier\Trainer
Aldi Foods Inc
09.2006 - 04.2008
Head Cashier//Cashier trainer
Foot Locker Inc.
02.2000 - 04.2005
Diploma - Medical Billing and Coding Certification Program
Pennsylvania Institute of Technology