Summary
Overview
Work History
Education
Skills
Timeline
Generic

ALEXANDRIA BOYD

Charlotte,NC

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses. Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue, and resolving conflicts.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Representative /Senior Accounts Payable Specialist

City of Charlotte
10.2023 - 08.2024
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.

Customer Service Representative

Bank of America, Customer Service Contact Centers
01.2022 - 08.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Investment Specialist

Fidelity Investments
03.2021 - 01.2022
  • Held meetings with customers to review and update accounts.
  • Provided detailed performance reports to clients, explaining the rationale behind investment decisions and highlighting key achievements.
  • Developed strong relationships with clients through regular communication and exceptional service.
  • Presented investment recommendations to senior management based on thorough research and analysis of market data.
  • Facilitated team meetings, fostering collaboration among colleagues and promoting an open exchange of ideas on best practices in investment support services.
  • Managed high-volume workloads while maintaining accuracy and adhering to deadlines for report submissions and presentations.
  • Served as a liaison between clients and external partners such as fund managers or custodians, ensuring seamless communication throughout all stages of the investment process.
  • Performed accurate and efficient data entry, maintaining organized records and ensuring data integrity.
  • Managed a high volume of inbound and outbound calls, resolving customer inquiries, complaints, and technical issues efficiently and professionally.

Customer Service Supervisor

Wells Fargo & Company
06.2019 - 04.2021
  • Created customer support strategies to increase customer retention.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Led by example, handling complex customer issues personally to ensure high standards of service.

Retention Customer Service Representative

Charter Spectrum
09.2014 - 05.2019
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Ensured compliance with industry regulations and company policies throughout all dealings with customers.
  • Worked closely with other departments as needed to resolve complex customer issues efficiently.
  • Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
  • Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
  • Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Managed multiple tasks simultaneously during peak call times while remaining composed under pressure.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Education

Bachelor of Arts - General Studies

Capella University
12-2025

Skills

  • Call center experience
  • Payment processing
  • Customer support
  • Quality assurance
  • Conflict management
  • De-escalation techniques
  • Cross-functional collaboration
  • CRM software
  • Email management
  • Problem-solving skills
  • Teamwork and collaboration
  • Adaptability and flexibility
  • Verbal and written communication
  • MS office

Timeline

Senior Customer Service Representative /Senior Accounts Payable Specialist

City of Charlotte
10.2023 - 08.2024

Customer Service Representative

Bank of America, Customer Service Contact Centers
01.2022 - 08.2023

Investment Specialist

Fidelity Investments
03.2021 - 01.2022

Customer Service Supervisor

Wells Fargo & Company
06.2019 - 04.2021

Retention Customer Service Representative

Charter Spectrum
09.2014 - 05.2019

Bachelor of Arts - General Studies

Capella University
ALEXANDRIA BOYD