Alexandra Hansen
Allentown,PA
Summary
Diligent Customer Care Professional adept at managing high-volume incoming calls and inquiries with a calm, analytical approach under pressure. Proven ability to build rapport and swiftly address concerns, resulting in improved customer relations, enhanced loyalty, and increased sales. Recognized for a strong work ethic, attention to detail, and exceptional skills in customer service, time management, and trend analysis. Excellent verbal and written communicator with a track record of cultivating positive relationships and consistently exceeding goals, eager to leverage these strengths to drive company success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Vive Collision
Allentown, PA
10.2024 - 04.2026
- Managed over 100 customer calls per day, scheduling and generating leads, helping to bringing in upwards of $1million in sales per month.
- Managed & escalated complex customer issues and high-stress interactions, effectively utilizing advanced problem-solving skills to ensure swift resolution and maintaining positive relationships with clients.
- Achieved high customer satisfaction by resolving inquiries promptly and effectively, leading to increased loyalty.
- Coordinated with cross-functional teams to address customer concerns and enhance overall service quality.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Fostered positive customer service culture within my team which led to higher customer satisfaction rates.
Customer Care Representative
WSAUDIOLOGY
Iselin, NJ
09.2020 - 07.2024
- Managed over 80 daily customer interactions including calls, orders, and follow-ups, while maintaining high customer satisfaction rate and demonstrating flexibility in adjusting work schedule according to call center demands.
- Received 'HERO' award for 100% outstanding customer service and care, being rated by each customer the highest score of 7 out of 7, at the end of calls.
- Received certifications in over 4 separate brands; SIGNIA, REXTON, MIRACLE EAR & COSTCO - displaying an in depth knowledge of product lists, protocol, and expectations associated with the company and their individual goals.
- Excelled in active listening with customers, confirming, and clarifying information to provide comprehensive support & to improve customers' experiences with targeted product and service recommendations.
- Resolved or escalated customer issues and inquiries, utilizing strong listening skills to understand customer concerns and empathize with their situation.
- Prioritized up-to-date knowledge of company products, services, and promotions.
Event Coordinator, Promoter
Case Ace Entertainment
Woodbridge, NJ
01.2016 - 09.2023
- Worked with a variety of vendors and clients to develop and produce memorable weddings, parties, meetings and conferences.
- Responsible for logistical arrangements and schedules, including setup, breakdown and use of entertainment equipment, (i.e DJ booth, photo booth, cameras and lighting.)
Customer Service/ Sales Representative
Power Home Remodeling
Edison, NJ
03.2020 - 01.2021
- Generated sales for home renovations and repairs through field marketing upwards of $10,000 to prospective and existing customers.
- Created future clients and prospects by delivering interactive sales presentations on eco-friendly and green products and services, in over 8 counties in New Jersey.
- Converted more than 40% of prospected leads to contracted accounts.
- Developed highly interpersonal and goal oriented communication skills, starting at the initial contact and until point of sale, which helped me to excel in achieving weekly bonuses and sales objectives.
- Promoted to Team Lead of my group of 6 Sales Representatives, serving as a mentor and trainer to colleagues.
Manager
Luigi's Famous Pizza
Matawan, NJ
06.2016 - 03.2020
- Gained immeasurable experience in multitasking, customer communication, customer satisfaction and troubleshooting conflict while excelling in a fast paced environment and established a strong teamwork ethic with peers.
- Maximized efficiency as General Manager and Team Lead, training and assisting staff members in understanding efficient practices and culture of the restaurant while running shifts effectively to promote quality products and guest service.
- Delivered excellence in quality control of operations to attain company mission by monitoring inventory levels and placing orders, exceeding expected revenue by around 45%.
- Established fruitful working relationships with employees, management and vendors.
Social Media Specialist
VRI Homes & Realty
Keyport, NJ
07.2017 - 06.2018
- Managed the day-to-day operations of over 15 high-profile social media accounts, reaching over 8 states, including NJ, NY, CT, PA, GA, AL, NY & NC.
- Collaborated with businesses on social media platforms such as Facebook, Twitter and Instagram to promote events, fundraisers, open-houses, and pertinent real estate agents.
- Received real estate license, while balancing work and the classes, to double my knowledge in the field and assist in sales with high profile agents.
Education
Real Estate License -
Better Homes Realty
Hazlet, NJGeneral Education Development Diploma - Liberal Arts And Sciences
Brookdale Community College
Lincroft, NJ2016
Anthropology - Anthropology
Brookdale Community College
Lincroft, NJ2017
Skills
- Customer Relations & Sales
- Social Media Platform Management
- Brand promotion
- Advertising & Marketing
- Microsoft Office, Excell & Adobe Acrobat Pro
- Analytical
- Active Listener
- Critical Thinking & Problem Solving
- Team Player
- Creativity, Ingenuity & Design
- Time Management
- Event Planning
Timeline
Customer Service Representative Team Lead
Vive Collision
10.2024 - 04.2026
Customer Care Representative
WSAUDIOLOGY
09.2020 - 07.2024
Customer Service/ Sales Representative
Power Home Remodeling
03.2020 - 01.2021
Social Media Specialist
VRI Homes & Realty
07.2017 - 06.2018
Manager
Luigi's Famous Pizza
06.2016 - 03.2020
Event Coordinator, Promoter
Case Ace Entertainment
01.2016 - 09.2023
Real Estate License -
Better Homes Realty
General Education Development Diploma - Liberal Arts And Sciences
Brookdale Community College
Anthropology - Anthropology
Brookdale Community College