ALEXIS ALEXANDER
Colfax,WA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate and hard-working veteran who has a drive to help others through customer facing roles. Protector of privacy and confidential information in various roles. Team player and always reliable.
Overview
9
9
years of professional experience
Work History
Customer Service Representative III
Premera Blue Cross
10.2022 - 10.2023
- Effectively manages incoming customer inquiries to provide accurate and timely resolution of issues through a variety of communication channels such as phone, email, or chat support
- Create and maintain good rapport and communication with customers and colleagues
- Efficiently handle complaints, provide appropriate solutions, and follow up to ensure complete resolution
- Actively identify and suggest improvements to processes and documentation to better serve customers
- Maintain expert knowledge of company products, policies, and promotions to accurately assist and inform customers
- Met or exceeded established KPI metrics, such as first-resolution time, call duration, or customer satisfaction ratings
- Complete assigned administrative tasks such as data entry, document management, or order processing in a timely and accurate manner
- Knowledgeable about BCBA and HIPAA guidelines to serve our members with correct and accurate information while also maintaining and protecting privacy
- Serve providers from throughout the nation to provide information such as eligibility and benefits, claims and other various inquiries.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Inbound Sales Agent
Royal Caribbean International
12.2021 - 04.2022
- Answered inbound phone calls, emails, or chats to assist with customer inquiries, sales inquiries, and customer service issues - Sold travel packages and related products to potential customers to build their dream vacations
- Met and exceeded monthly revenue targets and sales metrics - Maintained a high level of product knowledge for cruise packages, dining and excursions, as well as industry news and updates with current global events
- Provided exceptional customer service to customers - Built and maintained relationships with customers - Addressed and resolved customer concerns and assisted with cancellations and escalations.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
Assembler
Schweitzer Engineering Laboratories
09.2020 - 10.2021
- Follows work instructions meticulously in order to build quality proven mechanical assemblies
- Enhanced team morale by maintaining a positive attitude during challenging or high-pressure situations, promoting a supportive and collaborative work environment.
- Organized workstations to maximize productivity, reduce distractions and meet deadlines.
- Demonstrated a strong work ethic by consistently arriving on time, prepared to begin work immediately, and contributing positively to the team''s overall success.
- Knowledgeable about IPC standards in order to ensure quality control on customer specification builds and assemblies
- Keep work area clean and organized as well as efficient by maintaining 5s standards - Troubleshooting equipment when errors may occur and escalating deficiencies to management as they arise
- Work in a team environment to create new ideas and areas for improvement to help streamline our assemblies
- Follow safety protocols in accordance with OSHA and SEL standards
Customer Service Desk Representative
Walmart
11.2019 - 09.2020
- Conducted money center transactions including money transfers, check and card cashing, and purchase of cashier's checks
- Knowledgeable about financial fraud and protecting vulnerable customers from fraud
- Conducting returns and exchanges according to Walmart return policy
- Answer incoming phone calls and direct calls to proper routes
- Use an intercom system to provide announcements for store happenings
- Use a POS system to conduct customer transactions and services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handle customer concerns and complaints with management
- Provide friendly and upbeat customer service at all times and maintain a great workplace
- Maintain a clean work environment.
Cryptologic Technician Technical
U.S. Navy
09.2014 - 09.2018
- Maintained confidentiality of information (including classified and secret information) and logged for reporting
- Safeguarded communications by providing consistent device and network security
- Tested equipment, networks & servers for signal strength & security vulnerabilities with specialized equipment
- Kept leadership up to date on mission objectives by researching intel to understand their significance in context
- Worked with the National Security Administration and other analysts to research and report intelligence
- Facilitated timely communication between command elements through efficient management of secure networks.
- Tested equipment, networks and servers for signal strength and security vulnerabilities using specialized equipment.
- Streamlined reporting processes to ensure rapid dissemination of vital information throughout the organization.
Education
Master of Arts - Human Resource Management
Colorado State University Global
Boulder, CO05.2025
Bachelor of Arts - Human Development
Washington State University
Pullman, WA05.2021
High School Diploma -
Spruce Creek High School
Port Orange, FL05.2014
Skills
- Leadership
- Ability to Work Under Pressure
- Communication Skills
- Computer Systems
- Interpersonal Skills
- Integrity
- Positive Work Ethic
- Customer Service
- Product and service knowledge
- Building rapport
Volunteer History
- Victim Advocate, USS Nimitz, Bremerton, WA, 2016-2018 - Provided clients with assistance during their time of crisis including transportation to and from hospital, court dates, and other appointments. Became liaison for victims and the chain of command aboard AirCraft Carrier of 5,000 sailors, speaking directly to leadership on behalf of clients with weekly updates concerning their case file. Stood a 1 week phone watch each month to answer calls from crisis line. Provided 100 sailors with sexual assault and prevention training
- USS Turner Joy, Tour Guide, Bremerton, WA, Bremerton, WA, 2015-2018 - Conducted tours of decommissioned warship to promote Naval Heritage. Answered questions of patrons from knowledge of Naval History and provided optimal customer service.
- Bremerton Police Department, Civil Patrol, Bremerton, WA, Bremerton, WA, 2016-2018, - Conducted daily house checks for citizens out of town who request service. Assisted with crowd control during community events. Maintained a surveillance patrol around the city of Bremerton and created a positive community appearance for the Bremerton Police Department.
References
- Richard Rademacher, richardrademacher1@gmail.com, 386-846-2402
- Travis Foster, 541-460-2819
- Matthew Ward, typi314@gmail.com, 208-580-4063
Timeline
Customer Service Representative III
Premera Blue Cross
10.2022 - 10.2023
Inbound Sales Agent
Royal Caribbean International
12.2021 - 04.2022
Assembler
Schweitzer Engineering Laboratories
09.2020 - 10.2021
Customer Service Desk Representative
Walmart
11.2019 - 09.2020
Cryptologic Technician Technical
U.S. Navy
09.2014 - 09.2018
Master of Arts - Human Resource Management
Colorado State University Global
Bachelor of Arts - Human Development
Washington State University
High School Diploma -
Spruce Creek High School