Summary
Overview
Work History
Education
Skills
MILITARY
Software
Languages
Interests
Volunteer
Alexander Ciresi

Alexander Ciresi

Customer Service
Portland,TN

Summary

Results-driven customer retention specialist with 30 years of experience in sales, customer service, and team management. Proven in managing high-performing teams and driving customer satisfaction. Skilled in skip tracing, credit analysis, and account management. Proficient in a range of software applications, including Microsoft Office and CRM software.

Driven Customer Support Representative with over 27 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building.

Overview

17
17
years of professional experience

Work History

Customer Retention

American Car-Mart
08.2023 - 08.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Facilitated smooth delivery of purchased vehicles by coordinating with detailing teams and ensuring all necessary paperwork was completed promptly.
  • Negotiated purchase prices and explained sales, warranty, and optional products.
  • Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
  • Streamlined inventory management processes, significantly reducing time spent on stock audits.
  • Collaborated with sales team to align inventory levels with promotional activities, optimizing sales opportunities.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Collaborated with law enforcement agencies, sharing critical information for apprehending wanted individuals or recovering stolen property.

Customer Service Representative

Management Staffing
06.2022 - 11.2022
  • Interact with customers, clients, and assess their home security needs for their home.
  • Managing 130 to 150 inbound calls per day with professionalism and respect.
  • Complete carrier certifications to obtain “Ready to Sell Status” for multiple insurance providers
  • Weekly review of quality standards, metrics, and performance
  • Identified and resolved discrepancies and errors in customer accounts.
  • 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.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced home security by designing and implementing automation systems.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked flexible hours across night, weekend, and holiday shifts.

Insurance Service Representative

DXC Technology
10.2019 - 11.2021
  • Helped customers compare the pros and cons between term, whole, and universal life insurance policies, providing detailed information that allowed them to make informed life insurance purchases.
  • Assisted customer to schedule an appointment to speak with underwriting to plan disbursement of their claim.
  • Familiar with annuities and 401k policies.
  • Helped approximately ten customers per day. I walked customers through the claims process when due to the loss of a loved one.
  • Remote work experience for three years.
  • Filed insurance claims in the event of loss of a family member. Filed approximately ninety claims in my three year tenure.

Assistant Manager

American Recovery Specialist
02.2012 - 09.2016
  • velopment.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Utilized social media platforms as a tool for gathering intelligence, leading to successful location of hard-to-find subjects.
  • Collaborated with law enforcement agencies, sharing critical information for apprehending wanted individuals or recovering stolen property.
  • Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
  • Collaborated cross-functionally to develop comprehensive negotiation strategies that aligned with company goals and objectives.

Senior Collections Specialist

Bank of America
04.2007 - 02.2012
  • Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
  • Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
  • Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
  • Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
  • Optimized resource allocation by closely monitoring key performance indicators and adjusting strategies accordingly.
  • Streamlined the collections process for increased success rates and improved customer relations.
  • Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated to collect balance in full.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.
  • Entered client details and notes into system for interdepartmental access and review.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Investigated customer credit references and approved credit lines.

Education

High School Diploma -

Bergen County Vocational Technical School
Hackensack, NJ
05.1991

Skills

  • Customer Service
  • Collection Management
  • Marketing
  • Negotiations
  • Skip Tracing
  • Loss Prevention
  • Scheduling Coordinator
  • Microsoft Word, Excel, PowerPoint, Spreadsheets, Lynx, Latitude, Boss, ILAS, Cross, Cyberlink, Cyberlife, Repossession
  • Data Network, Policy Lynk AWD Watson and Mainframe
  • Fraud Analyst
  • Customer retention expertise
  • Resolve customer issues
  • Call center customer service
  • Customer loyalty development
  • Excellent customer relations

Teamwork and collaboration

Computer skills

MILITARY

  • December 1994 thru June 1998
  • Gas Turbine Maintenance

Software

Data recovery network

Lynx, cyber lynk, mictrosoft ofice, lenox/accurant, skipo buster, AWD

Languages

English
Full Professional
Italian
Elementary

Interests

Art, history, theater, music, automotive history,

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