Alexandra Luckett
Richmond,TX
Summary
Results-driven commercial service professional, experienced in commercial policy servicing, billing analysis, and coverage consultation. Proven to drive value through needs-based recommendations, resolve complex account issues, and collaborate across departments to support operational excellence. Thrives in dynamic environments while maintaining compliance, accuracy, and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Commercial Service Specialist
GEICO
Katy, TX
09.2025 - Current
- Managed commercial servicing calls, ensuring timely issuance of proof of coverage and accurate updates to drivers, vehicles, and policy information.
- 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
Samsung Electronics | CEF Solutions
04.2022 - 08.2025
- Process customer refunds accurately and in compliance with company warranty policies using SAP.
- Collaborate with customers to ensure all required documentation is submitted and properly linked to their accounts.
- Manage high-priority or delayed cases as a case manager, resolving them swiftly to prevent escalation.
- Partner with management to investigate and prevent fraudulent refund claims.
- Verify and correct refund amounts to ensure accuracy.
- Coordinate with retail partners to authenticate receipts and identify potential fraud.
- Provide timely status updates to customers regarding refund progress.
- 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
Samsung Electronics | Alorica
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.
- Worked closely with teammates to manage shared cases and ensure consistency.
- Provided support to other teams by determining if claims fell under product liability and assumed ownership when needed.
- Liaised with service centers to determine if issues stemmed from manufacturer defects or customer misuse.
- Documented all customer interactions and case progress thoroughly using SAP.
Customer Service Representative
Samsung Electronics | Alorica
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.
- Assessed customer-reported problems to determine if service was required, offering product education, basic fixes, or escalation as needed.
- 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.
- Documented detailed service call notes, issue descriptions, and troubleshooting steps in SAP.
- Achieved and exceeded performance metrics including customer satisfaction scores, first-call resolution, and service request accuracy.
Server
Red Lobster
Brandon, Florida
03.2017 - 03.2020
Host and Server
Cracker Barrel
Venice, Florida
04.2015 - 03.2017
Education
Bachelor of Science - Marketing
University of London, Royal Holloway
05.2027
High School -
North Port High School
North Port, FL05.2016
Skills
- Organization
- Problem Solving
- Attention to Detail
- Multitasking under pressure
- Critical Thinking
- Peer Support and Knowledge Sharing
- Active Listening
- Communication
- Workload Prioritization
- Escalation Management
- Microsoft Excel
- Customer Retention
Timeline
Commercial Service Specialist
GEICO
09.2025 - Current
Refund Processing Specialist
Samsung Electronics | CEF Solutions
04.2022 - 08.2025
Product Liability Agent
Samsung Electronics | Alorica
06.2021 - 04.2022
Customer Service Representative
Samsung Electronics | Alorica
05.2020 - 06.2021
Server
Red Lobster
03.2017 - 03.2020
Host and Server
Cracker Barrel
04.2015 - 03.2017
Bachelor of Science - Marketing
University of London, Royal Holloway
High School -
North Port High School