Alexandra Yarbrough
Douglasville,GA
Summary
Enthusiastic college student working towards degree in Computer Programming. Experience across business communication channels including email blasts, digital and public relations. Quick-learner with positive attitude ready to make immediate impact. Experience includes HTML, CSS and MySQL development tools. Team-oriented and hardworking with good verbal and written communication skills. Over 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support.
Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Overview
8
8
Years of Customer Service Experience
1
1
Year of IT Help Desk Experience
Work History
Service Desk Analyst
Coyote Logistics, UPS
Atlanta, GA
09.2021 - 02.2023
- Operated as Frontline Technical Support for fellow colleagues and customers using Company's various logistical systems such as CoyoteGo website and app, O365 programs, call systems, and device setup for both work and personal devices.
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices via phone calls, emails, and chat.
- Achieved Daily KPIs of 15-20 resolved incidents.
- Entered service tickets into ServiceNow ticketing system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
- Created user accounts and assigned permissions in our proprietary system, Active Directory, and Azure Active Directory.
- Generated reports to track personal performance and analyze trends.
- Configured hardware, devices, and software to set up workstations for employees.
- Researched and identified solutions to technical problems by utilizing KBs, following similar incidents, andreaching out to fellow colleagues and departments.
Member Services Lead Asscociate
Life Time Fitness Inc.
Alpharetta, GA
10.2016 - 09.2021
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Trained new hires and current staff on operating procedures and company services.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Resolved Membership and Billing issues over phone with over 30 customers daily.
- Collaborated with sales team members to stay current on membership details to provide guest and new members with consistent and accurate membership information.
Front Desk Associate
Fitness Of Atlanta
Buford, GA
08.2015 - 08.2016
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Entered customer data using Member Management software and updated information when needed.
- Maintained cleanliness and organization of front desk area, locker rooms, fitness floor and gym studio.
- Answered guest questions concerning gym facility and amenities.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Greeted members at front desk and engaged in pleasant conversations while managing check-in process.
Hostess
Callidac Ranch
Minneapolis, MN
10.2014 - 02.2015
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Answered customer questions about hours, seating and menu information.
- Documented reservations and communicated changes to guests.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Managed in-person and telephone guest inquiries, customer service requests and reservation bookings.
- Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff members.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
Education
Associate of Applied Science - Computer Programming
Gwinnett Technical College
Lawrenceville, GA05.2025
High School Diploma -
Prior Lake High School
Savage, MN06.2012
Skills
- SQL
- Member relations
- IT Support
- Troubleshooting Technical Issues
- Technical Support
- Problem Analysis
- Collaborative Leadership
- Active member engagement
- Written and oral communication
- Hardware and Software Configuration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Desk Analyst
Coyote Logistics, UPS
09.2021 - 02.2023
Member Services Lead Asscociate
Life Time Fitness Inc.
10.2016 - 09.2021
Front Desk Associate
Fitness Of Atlanta
08.2015 - 08.2016
Hostess
Callidac Ranch
10.2014 - 02.2015
Associate of Applied Science - Computer Programming
Gwinnett Technical College
High School Diploma -
Prior Lake High School