Alexis Deleeuw
Woodinville,WA
Summary
Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by applying service-oriented behaviors, understanding customer desires, and providing customized solutions to increase business.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
SpaceX
05.2023 - 07.2024
- Provided Starlink customers worldwide outstanding customer service support across all channels including email, phone, and live chat
- Diagnose and troubleshoot end user issues by analyzing the problem, identifying appropriate resources, testing proposed fixes, and following up to ensure a positive resolution has occurred
- Handled and resolved an average of 65 tickets per day with an average CSAT rating of 4.83
- Consistently maintained the ability to work efficiently within our SpaceX CRM and billing systems while exhibiting extensive product knowledge and engaging with the customer to work toward resolution.
Customer Experience Specialist
Jenni Kayne
10.2022 - 02.2023
- Provided outstanding customer service and resolution to all Jenni Kayne and Jenni Kayne Home customers via multiple Gladly ticketing channels including email, phone, and live chat
- Consistently achieved high CSAT ratings and exceeded SLA targets by resolving all issues or concerns in a quick and friendly manner
- Executed high apparel and home sales numbers by providing customers with extensive product knowledge and a world class customer experience
- Resolved an average of 350+ inquiries per week to consistently meet performance deadlines in all areas including accuracy, volume, and excellent time management.
Customer Experience Specialist
Allbirds
03.2022 - 09.2022
- Provided friendly and efficient customer service and resolution to all customers via multiple Gladly ticketing channels including email, phone, and live chat
- Resolved an average of 500+ inquiries per week to consistently meet performance deadlines in all areas including speed, accuracy, volume, and product knowledge
- Achieved high customer satisfaction ratings (95%) by de-escalating and managing customer complaints in an efficient and friendly manner.
Technical Support Specialist
Therapy Brands
06.2021 - 03.2022
- Provided tier 2 technical support and assisted with general customer support to all Therapy Brand consumers via Zendesk ticketing system and email
- Diagnose and troubleshoot end user issues by analyzing the problem, identifying appropriate resources, testing proposed fixes, and following up to ensure positive resolution has occurred
- Assist with a variety of projects as needed including billing data entry and producing a variety of consumer reports.
Customer Success Specialist
Market Leader
08.2020 - 06.2021
- Provided billing, technical, and general inquiry support to all Market Leader customers across the United States via phone, email, and chat
- Responsible for keeping all customer information and data entry notes up to date in Salesforce and ATS systems
- Possesses the ability to work efficiently across multiple CRM systems while engaging with the customer
- Maintain extensive product knowledge to be able to serve as support to our sales team when needed.
Owner Enhancement Sales
Wyndham Destinations
05.2019 - 07.2020
- Process all correspondence and paperwork related to customer accounts
- Responsible for keeping all owners knowledgeable about current promotions
- Solving reservation and online owner inquiries
- Scheduling internal and external benefit meetings across the United States.
Credentialing Specialist
MGA Healthcare
08.2016 - 11.2018
- Responsible for keeping all active healthcare employees compliant in ATS systems
- Analyze employment-related data and prepare required reports
- Conduct reference and background checks on job applicants
- Review and evaluate applicant qualifications or eligibility for specified licensing, according to established guidelines
- Worked with multiple client VMS systems to ensure correct employee documentation is on file
- In charge of implementing changes of policies and flow of data recording.
Community Manager
Staffly Inc
06.2015 - 08.2016
- Assisted Lead Recruiter with retail employee on-boarding paperwork and interview processes
- Scheduled and directed phone and in-person interviews for all qualified candidates
- Matched all hires with clients reflecting most prominent skills
- Supervised 50+ employees effectively by executing employee relations, ongoing training and coaching on best practices, and conducting quarterly performance reviews
- Directed all promotions and events for the staff and corporate team.
Education
Bachelor of Arts - Fashion Marketing
The Art Institute of Seattle
Seattle, WA10.2012
Skills
- Client Advocacy
- CRM Software
- Trend Monitoring
- Process improvement
- Customer service excellence
- Conflict Management
- Problem-Solving
- Teamwork and Collaboration
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Experience Specialist
SpaceX
05.2023 - 07.2024
Customer Experience Specialist
Jenni Kayne
10.2022 - 02.2023
Customer Experience Specialist
Allbirds
03.2022 - 09.2022
Technical Support Specialist
Therapy Brands
06.2021 - 03.2022
Customer Success Specialist
Market Leader
08.2020 - 06.2021
Owner Enhancement Sales
Wyndham Destinations
05.2019 - 07.2020
Credentialing Specialist
MGA Healthcare
08.2016 - 11.2018
Community Manager
Staffly Inc
06.2015 - 08.2016
Bachelor of Arts - Fashion Marketing
The Art Institute of Seattle