Overview
Work History
Education
Skills
Timeline
Generic

Alessa Peeples

TAMPA,Florida

Overview

28
28
years of professional experience

Work History

FHA MANAGER

Cyprexx Services LLC
04.2005 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Assistant Branch Manager

SPRINT
06.2004 - 04.2005
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Maintained friendly and professional customer interactions.
  • Engaged employees in business processes with positive motivational techniques.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.

Customer Service Associate

VERIZON
03.2002 - 05.2004
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Informed customers about special promotions and provided detailed information for various products.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Solved problems with products and services by providing customers with technical support.
  • Delivered prompt service to prioritize customer needs.

Customer Service Representative

SBC Telecom
02.2000 - 02.2004
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Project Coordinator

Intermedia
01.1996 - 01.2001
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Sourced, vetted and managed vendors needed to accomplish project goals.

Education

High School Diploma -

HARVEST TIME Christian School
Tampa, FL
06.1991

Skills

  • Workforce Management
  • Financial Management
  • Expense Tracking
  • Policy Implementation
  • Operations Management
  • Performance Management
  • Verbal and Written Communication
  • Expectation Setting
  • Team Leadership
  • Performance Evaluations
  • Negotiation
  • Key Performance Indicators
  • Time Management
  • Complex Problem-Solving

Timeline

FHA MANAGER

Cyprexx Services LLC
04.2005 - Current

Assistant Branch Manager

SPRINT
06.2004 - 04.2005

Customer Service Associate

VERIZON
03.2002 - 05.2004

Customer Service Representative

SBC Telecom
02.2000 - 02.2004

Project Coordinator

Intermedia
01.1996 - 01.2001

High School Diploma -

HARVEST TIME Christian School

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Alessa Peeples