Alexa Miller
Summary
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments. Achieved high levels of customer satisfaction by effectively managing escalated support issues and maintaining strong relationships through active listening and CRM proficiency. Committed to upholding ethical standards and contributing to overall company success.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
CSR-3 Senior Support Specialist
Consumer Cellular
03.2023 - 05.2026
- Issue Resolution: Resolved escalated customer inquiries and billing disputes, achieving first-call resolution and enhancing customer satisfaction.
- Technical Support: Troubleshot complex device and service issues, guiding customers step-by-step through SIM card replacements, app installations, and network settings.
- Account Management: Processed account changes and upgraded plans while ensuring accurate documentation in CRM database.
- Product Expertise: Maintained comprehensive, up-to-date knowledge of Consumer Cellular’s wireless devices, plans, and promotional offers.
- Quality Assurance: Assessed customer needs, mentored junior team members, and implemented process improvements.
Customer Service Specialist
Stream Global Services
Beaverton, Oregon
05.2008 - 03.2011
Provided Product Support for HP North America Desktop Computers, HP Alpha Printers & Peripherals.
- Collaborated with customers via phone and remote access to identify issues and deliver effective resolutions.
- Used proprietary tools to access customers systems remotely as well as diagnose software and hardware problems.
- Used proprietary tools to access customers' systems remotely as well as diagnose software and hardware problems.
- Provided follow-up support for customers who could not resolve issues with initial agents, ensuring satisfactory outcomes.
- Completed advanced training for promotion to senior position, equipping to offer supervisor and escalation support for customers.
Education
Bachelor of Arts - Communication Studies
Portland State University
Portland, OR 09.2001 - 03.2006
Skills
- Help desk support
- Customer relationship management
- CRM management
- CRM database management
- Quality assurance
- Product knowledge
- Account management
- Problem solving
- Customer relationship management
Accomplishments
- Golden Key International Honour Society. Golden Key is the world’s largest collegiate honor society. Membership into the Society is by invitation only and applies to the top 15% of college and university sophomores, juniors and seniors, as well as top-performing graduate students in all fields of study, based solely on their academic achievements.
Timeline
CSR-3 Senior Support Specialist
Consumer Cellular
03.2023 - 05.2026
Customer Service Specialist
Stream Global Services
05.2008 - 03.2011
Bachelor of Arts - Communication Studies
Portland State University
09.2001 - 03.2006