Alexandra Almanzar
Richmond,TX
Summary
Analytical and results-driven commercial service professional with experience evaluating customer needs, resolving complex account issues, and delivering accurate, quality-focused service in a fast-paced environment. Skilled at identifying opportunities, applying sound judgment, communicating effectively, and adapting to changing priorities. Demonstrated commitment to customer satisfaction, and operational excellence, with a strong drive to leverage frontline experience to support agent performance, coaching, and department-wide quality.
Overview
11
11
years of professional experience
Work History
Commercial Service Specialist
GEICO
09.2025 - Current
- Collaborate with policyholders to implement policy updates ensuring state and federal compliance while supporting business growth objectives.
- Resolved complex billing discrepancies by proactively researching accounts and following through until full resolution.
- Managed a high volume of calls while maintaining accuracy, call quality, and customer satisfaction.
- Contributed to a supportive team culture by sharing best practices and call-handling strategies.
- Processed policy payments and billing inquiries accurately, helping reduce delinquency and improve retention.
- Educated policyholders on additional coverage options, increasing policy value and supporting customer retention.
Refund Processing Specialist
CEF Solutions | Samsung Electronics
04.2022 - 08.2025
- Process customer refunds accurately and in compliance with company warranty policies using SAP.
- Owned end to end communication with customers to ensure all required documentation is submitted and properly linked to their accounts.
- Partner with management to investigate and prevent fraudulent refund claims.
- Maintain daily reports using Excel to track approved and rejected refunds for internal records.
- Assist in training new hires by guiding them through tools, systems, and refund policies.
Product Liability Agent
Alorica | Samsung Electronics
06.2021 - 04.2022
- Handled inbound calls regarding appliance and technology-related liability concerns.
- Initiated service requests under manufacturer warranties and filed damage or injury claims as necessary.
- Escalated high-value or injury-related claims to corporate for further investigation.
- Followed up with customers to collect essential documentation and details for claim completion.
- Documented all customer interactions and case progress thoroughly using SAP.
Customer Service Representative
Alorica | Samsung Electronics
05.2020 - 06.2021
- Provided high-quality customer support by troubleshooting appliance issues over phone, email, and/or chat to ensure timely resolution and customer satisfaction.
- Verified warranty coverage and created service requests or dispatch orders in accordance with warranty terms and conditions.
- Coordinated service appointments between customers and authorized technicians, ensuring timely follow-up and communication.
- Achieved and exceeded performance metrics including customer satisfaction scores, first-call resolution, and service request accuracy.
Server
Red Lobster
03.2017 - 03.2020
Host and Server
Cracker Barrel
04.2015 - 03.2017
Education
Bachelor of Science - Marketing
University of London, Royal Holloway
05-2027
High School - undefined
North Port High School
North Port, FL01-2016
Skills
- Organization
- Attention to Detail
- Critical Thinking
- Active Listening
- Workload Prioritization
- Microsoft Excel
- Problem Solving
- Multitasking under pressure
- Peer Support and Knowledge Sharing
- Communication
- Escalation Management
- Customer Retention
Accomplishments
- Selected to speak at Open House: Sharing my Commercial Service experience and insights with new hires.
- Customer Interaction Champion: Led a team discussion on effective customer interactions and strategies for de-escalating challenging situations.
- Provided agent chat support: Assisted peers with questions and provided guidance to help resolve customer service situations.
- Virtual Assistant Testing: Selected to test the virtual assistant designed to support agent training by conducting simulated calls and providing feedback on its functionality.
- Customer Interaction Certificate: 100% for Q2 2026
Timeline
Commercial Service Specialist
GEICO
09.2025 - Current
Refund Processing Specialist
CEF Solutions | Samsung Electronics
04.2022 - 08.2025
Product Liability Agent
Alorica | Samsung Electronics
06.2021 - 04.2022
Customer Service Representative
Alorica | Samsung Electronics
05.2020 - 06.2021
Server
Red Lobster
03.2017 - 03.2020
Host and Server
Cracker Barrel
04.2015 - 03.2017
High School - undefined
North Port High School
Bachelor of Science - Marketing
University of London, Royal Holloway