Alexandra Smith
Las Vegas,NV
Summary
Detail-oriented professional with strong multitasking and communication skills. Experienced in recruiting highly talented personnel. Proven ability to work collaboratively with team members.
Overview
15
15
years of professional experience
Work History
Claims Generalist
Progressive
02.2025 - Current
- Reviewed and processed claims efficiently to ensure timely resolutions.
- Collaborated with cross-functional teams to enhance claims handling procedures.
- Analyzed claim data to identify trends and improve processing accuracy.
- Provided exceptional customer service by addressing inquiries and resolving issues.
- Utilized internal claims management software for effective case tracking and documentation.
- Assisted in training new staff on best practices and company policies.
- Identified fraudulent claims through meticulous examination of evidence, protecting the company from financial loss.
Sr. Client Service Representative
Bank Of America
01.2018 - 02.2025
- Responsible for taking inbound calls and assisting clients with any needs pertaining to checking, saving, credit accounts, and making sure every call meets or exceeds quality expectations
- Assisted with any troubleshooting needed for the mobile app and online banking website.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
Talent Acquisition Specialist
Robert Half/Mirage
02.2023 - 02.2023
- Sourced and screened candidates for entry level and executive roles and worked with hiring managers to coordinate interviews, offers and onboarding.
- Evaluated resumes, interviewed and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.
- Developed and maintained strong working relationships with executives, HR team and hiring managers to foster partnerships that produced consistent results.
- This role was shortened after catching up months of work in three weeks.
Talent Acquisition Specialist
Marshall Retail Group/Robert Half
09.2022 - 01.2023
- Sourced and screened candidates for executive and entry level roles and worked with hiring managers to coordinate interviews, offers and onboarding.
- Developed and maintained strong working relationships with executives, HR team and hiring managers to foster partnerships that produced consistent results.
- Leveraged employee referrals, direct sourcing, Internet applications and recruitment agencies to source candidates for positions.
Customer Support Talent Acquisition and Administrator
William Hill/ Caesars Sportsbook
09.2021 - 09.2022
- Responsible for reviewing resumes, interviewing potential candidates, and making the decision to hire them
- Conducted the first and last days of the training class
- Maintained the gaming license and attendance logs, seating charts, payroll updates, and termination paperwork
- This role also required submitting all IT requests and making sure they were completed in a timely fashion
- The most important part of this role is making sure the customer support agents felt comfortable airing out any grievances
- Increased number of agents from 30 to 115 with very low turnover.
Recruiter/Employee Relations
Soothe Inc
01.2017 - 02.2018
- Managed full recruitment cycle to maintain staffing for the customer support team
- Interviewed candidates to determine behavioral and cultural fits
- Prepared offer letters, compensation packages, explained benefits
- Acted as a liaison for employees and HR for all aspects of employee relations including disciplinary and incident investigations, creating reports on the finding and recommending solutions.
- Processed new hires, transfers and separations.
Team Lead/Supervisor
Zappos Family of Companies
04.2015 - 12.2016
- Responsible for developing, training, and managing a team
- Provided feedback and coaching for strengths and areas of opportunity
- Scheduling meetings to make sure all employees were up to date on new policies
- Also helped with taking inbound calls, making sure every customers needs are met with a one call resolution, properly documenting calls, creating long lasting connections with customers, and delivering WOW through service
- Held roles helping with the marketing team to reach out to businesses we would like to potentially become partners with
- Worked very closely with the Wow X quality team listening to and grading calls
- Worked with the Content Writing team to write funny but informative descriptions of the items on the website
- Also worked with the Luxury merchandising and classification team to help process new and current item inventory to be loaded to the site.
Humana Customer Service
C3/CustomerContactChannels
10.2014 - 03.2015
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services and company information.
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
Temporary Human Resources Assistant
C3/CustomerContactChannels
07.2014 - 09.2014
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Organized new employee orientation schedules for new hires.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Posted positions through approved recruitment channels.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
Viasat Customer Service
Sitel
09.2013 - 07.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Teacher/Administrative Assistant
Leap Into Learning
02.2013 - 09.2013
- Responsible for communicating with parents, making proper documentations, interacting with children, creating age appropriate lesson plans, diffusing problematic situations between both parents and children
- Admin work included filing paperwork, reviewing applications of prospective employees, school tours, registering new students, payroll, interviews, using MS
- Office systems, and operating office equipment.
Teacher Assistant
The Goddard School
03.2012 - 02.2013
- Responsible for communicating and interacting with parents and children, telephone and written communication skills, creating age appropriate activities, discussing each child’s individual progress, and diffusing problematic situations in a timely and effectively matter with both parents and children.
Teacher/Administrative Assistant
CHILDRENS LEARNING ADVENTURE
06.2011 - 03.2012
- Responsibilities included creating effective lesson plans, interacting with children and parents, diffusing problematic situations with both parents and children, telephone and written communication skills, and providing exceptional customer service
- Admin work included filing paper work, reviewing applications of prospective employees, school tours, registering new students, payroll, interviews, using MS Office systems, and operating office equipment.
Education
Bachelor of Arts - Human Resources Development
Western Governors University
UTHigh School Diploma -
Green Valley High School
Henderson, NVSkills
- Recruitment Planning
- Confidential Records Management
- Problem Resolution
- Disciplinary Action Management
- Status Updates
- Microsoft Office Suite
- Employee Onboarding
- Employee Relations
- Vendor Relations
- Compensation and Benefits
- Manager Coaching and Training
- HRIS Applications
Timeline
Claims Generalist
Progressive
02.2025 - Current
Talent Acquisition Specialist
Robert Half/Mirage
02.2023 - 02.2023
Talent Acquisition Specialist
Marshall Retail Group/Robert Half
09.2022 - 01.2023
Customer Support Talent Acquisition and Administrator
William Hill/ Caesars Sportsbook
09.2021 - 09.2022
Sr. Client Service Representative
Bank Of America
01.2018 - 02.2025
Recruiter/Employee Relations
Soothe Inc
01.2017 - 02.2018
Team Lead/Supervisor
Zappos Family of Companies
04.2015 - 12.2016
Humana Customer Service
C3/CustomerContactChannels
10.2014 - 03.2015
Temporary Human Resources Assistant
C3/CustomerContactChannels
07.2014 - 09.2014
Viasat Customer Service
Sitel
09.2013 - 07.2014
Teacher/Administrative Assistant
Leap Into Learning
02.2013 - 09.2013
Teacher Assistant
The Goddard School
03.2012 - 02.2013
Teacher/Administrative Assistant
CHILDRENS LEARNING ADVENTURE
06.2011 - 03.2012
Bachelor of Arts - Human Resources Development
Western Governors University
High School Diploma -
Green Valley High School