Alexandra Rickett
Holland,MI
Summary
Dependable and detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes and providing exemplary customer service. Possesses excellent organizational, problem-solving, and communication skills.
Overview
6
6
years of professional experience
Work History
Broker Support Agent
TickPick
New York (Remote), NY
11.2024 - Current
- Managed client relationships, ensuring satisfaction and repeat business through exceptional service.
- Maintained up-to-date knowledge of industry trends
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Surpassed expectations on monthly metrics for phone, Zendesk, and customer reviews.
Customer Support / Operations Associate
Fanimal
02.2022 - 11.2024
- Provide friendly and professional assistance to customers via email
- Address customer inquiries, complaints, and requests promptly and effectively, maintaining high satisfaction
- Demonstrate in-depth product knowledge to guide customers through troubleshooting, order processing, and account management
- Successfully handle challenging situations by de-escalating conflicts and finding mutually beneficial resolutions
- Collaborate with cross-functional teams to communicate customer feedback and improve product and service offerings
- Consistently meet or exceed monthly performance targets, including call response time and customer satisfaction goals
- Act as mentor to new team members, providing training and guidance to ensure seamless onboarding process
- Direct report for 3 part-time customer support representatives during off-hours for escalation purposes
- Participate in acquiring inventory for brokerage and fulfilling brokerage orders via electronic delivery or physical delivery when necessary
- Brainstorm new ways for the website and app to be more user-friendly and help reduce overall customer reach out with many being successfully implemented
- Monitor and respond to comments and messages on social media pages originating from customers with inquiries.
Detail Coordinator II
Keller Interiors
08.2020 - 02.2022
- Review measurements and data for each job to ensure accurate ordering and sufficient materials for flooring installations including tile, carpet, hardwood, LVP/LVT, and tile backsplashes.
- Determine job approval based on suitability of materials and installation location.
- Handle phone calls from customers to schedule measurements and installations.
- Coordinate with Lowe's Flooring Associates regarding scheduling and installations.
- Manage customer escalations and resolve any issues pre or post-installation.
- Schedule flooring associates for repairs if needed.
Ensure timely and efficient coordination between all parties involved in installation process. - Maintain accurate records of measurements, orders, and job details for reference and tracking purposes.
- Collaborate with team members to optimize processes and improve customer satisfaction.
- Stay updated on product knowledge and industry trends to provide informed recommendations and solutions.
Education
Some College (No Degree) -
University of Rhode Island
North Kingstown, RISkills
- Customer Service
- Client relationship management
- Idea Development and Brainstorming
- Standard Operating Procedures
- Process Improvement
- Customer Relations
- Data Evaluation
- Product knowledge
- Performance metrics
- Cross-functional collaboration
Skills
- Team Leadership
Timeline
Broker Support Agent
TickPick
11.2024 - Current
Customer Support / Operations Associate
Fanimal
02.2022 - 11.2024
Detail Coordinator II
Keller Interiors
08.2020 - 02.2022
Some College (No Degree) -
University of Rhode Island