Alexa Citta
Bedford,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ADT
Irving, TX
06.2019 - 11.2023
- Updated databases with new and modified customer data.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Educated customers on special pricing opportunities and company offerings.
Emergency Dispatch Operator
Monitronics
Farmers Branch, TX
02.2017 - 04.2019
- Answered emergency calls from the public and assessed the situation to determine the appropriate response.
- Managed multiple tasks simultaneously while remaining focused under pressure.
- Took initiative to resolve customer complaints promptly and professionally.
- Provided follow up support after an incident has been resolved.
- Verified caller's identity before responding or dispatching resources.
- Adhered to all safety regulations and protocols set by company policy.
- Handling incoming alarm calls and verified passcodes to determine true emergencies from user errors.
- Maintained accurate records of all calls received, including time and nature of incident reported.
- Dispatched police officers and emergency personnel to calls for service.
Content Reviewer
Genpact
Richardson, TX
05.2016 - 06.2017
- Provided training sessions for new team members on best practices when it comes to reviewing digital content.
- Maintained an up-to-date database of all relevant legal documents pertaining to content reviews.
- Monitored social media platforms for inappropriate or offensive material.
- Reviewed and evaluated content for accuracy, quality, and appropriateness to ensure compliance with company standards.
Administrative Assistant/Front Desk Agent
Claffey Pools
Southlake, TX
09.2014 - 08.2016
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Inventoried and ordered supplies for office.
- Directed customer communication to appropriate department personnel.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Processed invoices for payment using accounting software applications.
- Cleared account balances by examining customer payments and payment history and coordinating contact with collections.
Education
Associate of Applied Science - Counseling Psychology
El Centro College
Dallas, TX05-2025
High School Diploma -
Sunrise Private Highschool
Bedford, TX08-2012
Skills
- Microsoft Office Suite
- Data Entry
- Call Management
- Account Updating
- Customer Relationship Management (CRM)
- Product Education
- De-Escalation Techniques
- Reading Comprehension
Certification
- Microsoft Office Certification from Coursera.org
Timeline
Customer Service Representative
ADT
06.2019 - 11.2023
Emergency Dispatch Operator
Monitronics
02.2017 - 04.2019
Content Reviewer
Genpact
05.2016 - 06.2017
Administrative Assistant/Front Desk Agent
Claffey Pools
09.2014 - 08.2016
Associate of Applied Science - Counseling Psychology
El Centro College
High School Diploma -
Sunrise Private Highschool