Aleshia Atkinson
Goldsboro,NC
Summary
Experienced Senior Customer Service Associate with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Service Associate
Wayfair-Remote
08.2021 - Current
- Manages logistics and Supplier communication for small parcel and freight orders within the U.S. and Canada, providing resolutions for lost/ damaged goods.
- Demonstrated respect, friendliness and willingness to help wherever needed proven in consistent track record of 95%-100% CSAT month over month.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions ensuring consistent high performance in First Contact Resolution above organizational standards of 68%.
- Research and resolve customer inquiries concerning deliveries and billing while maintaining high Customer Satisfaction, First Contact Resolution while balancing Low Cost Resolutions.
- Worked effectively in fast-paced environments averaging 60-80 inbound calls for service per day.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Customer Service Representative
Maximus Call Center-contract-Remote
01.2021 - 07.2021
- Handled Inbound call inquiries for CDC on COVID-19 hotline
- Used independent judgment to understand the logistics of available timeslots and if the location, distance and time of available appointments is a reasonable distance/timeframe to book an appointment
- Maintained a current understanding of CDC information on regulations, policies, and procedures to provide knowledgeable responses to inquiries
- Schedule appointments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Cottage Parent
Free Will Baptist Children's Home-Middlesex, NC
02.2020 - 12.2020
- Provided supervision, both on an individual and group basis, to assigned children in care
- Established structure in the cottages that enables the children to learn responsibilities, and self-regulation and to become functioning members of the cottage
- Participated in the evaluation process of children in care by working with Case Manager/Clinician and Regional/Area Director
- Complied with safety in accordance with OSHA, food program, accreditation standards, and N.C
- Licensing requirements.
Health Care Technician
Nova IC-Goldsboro, NC
05.2017 - 02.2020
- Assisting special need adults with everyday activities; Transportation, medication administration, food preparation
- Ensuring policies and procedures are followed in the residential and/or day treatment setting.
Customer Service Associate
Rite Aid-Goldsboro, NC
07.2010 - 11.2016
- Cash handling, stocking, people greeting, and other assigned tasks
- Operated cash register to record transactions accurately and efficiently
- Responsible for handling returns and answering questions about the merchandise, store policies, and ongoing promotions
- Assisted in various other parts of the store, such as stocking, freight, module redesign and rearrangement, and personal advertisement.
Education
Bachelor of Science - Psychology
Purdue University - North Central
Westville, IN 09.2024
Skills
- Medical Records
- Customer service expertise
- Compliance knowledge
- Innovation and Creativity
- Sales proficiency
- Technical aptitude
- Childhood Education and Care
- Industry Awareness
- Supervising experience
- Time management
- Organizational skills
- Desktop support
- Proficient in iOS, MacOS, and WindowsOS
- Schedule management
Accomplishments
Glass Lamp Award: Top 5% performance across the organization in all service associate metrics.
Purple Amethyst Award: Recognized for excellence in superior customer satisfaction. Top 5% of the organization for CSAT for the past six consecutive months.
Certification
CRC
Awards
Top Performer for Customer Satisfaction, 04/2024, Achieved department's highest metric for customer satisfaction
Timeline
Senior Service Associate
Wayfair-Remote
08.2021 - Current
Customer Service Representative
Maximus Call Center-contract-Remote
01.2021 - 07.2021
Cottage Parent
Free Will Baptist Children's Home-Middlesex, NC
02.2020 - 12.2020
Health Care Technician
Nova IC-Goldsboro, NC
05.2017 - 02.2020
Customer Service Associate
Rite Aid-Goldsboro, NC
07.2010 - 11.2016
Bachelor of Science - Psychology
Purdue University - North Central