Alexis Brewington
Palmyra,NJ
Summary
Dynamic customer service professional with proven problem-solving skills, recognized for enhancing customer satisfaction at Freedom Mortgage Corporation. Adept at managing high-volume inbound calls and utilizing CRM software to optimize service delivery. Committed to building rapport and resolving issues efficiently, consistently exceeding performance metrics and fostering brand loyalty.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Freedom Mortgage Corporation
Remote
11.2024 - 07.2025
- Managed high volume inbound calls, addressing customer inquiries and resolving issues efficiently.
- Utilized CRM software to track customer interactions and maintain updated records accurately.
- Provided product knowledge support to customers, enhancing their understanding of mortgage options available.
- Collaborated with team members to streamline processes, improving overall call handling efficiency.
- Followed up on unresolved inquiries, ensuring timely resolution and customer satisfaction.
- Developed rapport with clients, fostering long-term relationships through attentive service and support.
- Monitored call metrics, contributing insights for performance improvement initiatives within the team.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Dental Solutions Voorhees
Voorhees Nj
09.2021 - 10.2024
- Assisted customers with inquiries and product information, ensuring a positive experience.
- Utilized customer service software to track interactions and resolve issues efficiently.
- Collaborated with team members to maintain high service quality and client satisfaction.
- Adapted quickly to new systems and processes, enhancing workflow efficiency.
- Resolved customer complaints by identifying root causes and providing effective solutions.
- Educated customers on product features, benefits, and troubleshooting techniques.
- Documented customer feedback for continuous improvement of service delivery.
- Participated in training sessions to enhance knowledge of products and services offered.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
CNA
Riverview Estates
05.2014 - 03.2020
- Assisted residents with daily living activities, promoting independence and dignity.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained accurate patient records, ensuring compliance with healthcare regulations.
- Collaborated with multidisciplinary teams to develop personalized care plans for residents.
- Provided emotional support to residents and families, fostering a compassionate environment.
- Implemented infection control procedures, enhancing safety and health standards within facility.
- Trained new staff members on proper caregiving techniques and facility protocols.
- Engaged residents in recreational activities, improving overall well-being and quality of life.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Facilitated personal hygiene management, feeding and ambulation.
Education
Diploma
Palmyra High School
Palmyra, NJ06.2014
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Call control
- Complaint resolution
- Answering questions
- Appointment scheduling
- Payment processing
- Product knowledge
- Gathering information
- Calm disposition
- Building rapport
- Customer service optimization
- Inbound phone call management
- Technical support
- Quality control
Timeline
Call Center Representative
Freedom Mortgage Corporation
11.2024 - 07.2025
Customer Service Representative
Dental Solutions Voorhees
09.2021 - 10.2024
CNA
Riverview Estates
05.2014 - 03.2020
Diploma
Palmyra High School