Alexis Grose
Lancaster,CA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
Work History
Call Center Agent
Lone Beacon
Remote
03.2023 - Current
- Provided accurate information on products and services to customers.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Identified customer needs by asking probing questions and actively listening to responses.
- Followed up with customers regarding their satisfaction with product or service received.
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Maintained detailed records of customer interactions using contact management software.
- Performed other duties as assigned by supervisor.
Reading Tutor
Amplify
Lancaster , CA
01.2023 - Current
- Assessed educational needs and incorporated fun and exciting activities to improve students' reading skills.
- Communicated with teachers and students about ways to increase enjoyment of reading material while meeting school curriculum.
- Analyzed effectiveness of tutoring program and implemented appropriate teaching methods to help students succeed.
- Established reading goals and mapped out educational journeys for students showing literacy progress.
- Helped students review and understand previous lessons to make connection with new lesson.
- Worked closely with students to help develop math and essay writing skills.
- Met with students to clarify and review concepts taught in class and solve specific problems.
- Designed comfortable tutoring environment conducive to learning.
- Created and implemented individual lesson plans based on student learning styles.
Substitute Teacher
Lancaster School District
Lancaster , CA
02.2022 - Current
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
- Provided notes and reports on school day activities to primary teacher.
- Requested as substitute teacher based on excellent referrals and trusted performance.
- Engaged students in discussions to promote interest and drive learning.
- Educated students in various subjects to provide seamless transition during absence of head teacher.
- Established and enforced rules for behavior and procedures to maintain order among students.
- Differentiated classroom and small group instruction to meet needs of students with various learning styles and abilities.
- Maintained rules of conduct that encouraged self-discipline and responsibility.
- Prepared, administered and graded tests and assignments to evaluate student progress.
- Monitored appropriate use and care of equipment, materials and facilities.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Taught students during teacher absences and kept up with lesson plans and student assignments.
Customer Service Representative
Aston Carter
Remote
03.2022 - 06.2023
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Reviewed criteria for different aid programs to determine eligibility for various applicants.
- Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
Student Assistant
Cal Poly Pomona University
Pomona, CA
11.2020 - 12.2021
- Liaised with management and instructors to receive constructive criticism for areas needing improvement.
- Used library and scholarly databases to locate reliable resources.
- Contributed to positive, educational setting by delivering gentle discipline and promoting student success.
- Coached students and families on appropriate financial aid plans and eligibility.
- Maintained and updated financial databases.
- Kept families and students up to date on application status.
- Made presentations to student groups and families about available aid and plans.
- Assisted with completion of documentation such as FAFSA paperwork, answered questions and delivered key information.
- Used Peoplesoft to track award notices.
ILS Instructor
Gratus Services Group
El Monte, CA
12.2019 - 07.2021
- Engaged clients in age-appropriate activities, including playing games.
- Transported clients to and from planned activities.
- Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
- Checked mail, shopped for groceries and handled bill payments.
- Planned and prepared nutritious meals and snacks to meet special client diets such as diabetic, low sodium and high protein.
- Oversaw and planned schedules by coordinating doctor appointments, exercise routines, recreational activities and family visits.
- Worked with patients and families to design meal, rehabilitation and other plans for long-term success.
- Kept detailed records of patient progress, medication administration and changes in health or other conditions.
Volunteer
Community Effort Animal Rescue
Pearblossom, CA
11.2018 - 11.2020
- Maintained clean and orderly play yards, kennels and cages.
- Brushed coat, cut nails and cleaned ears to promote animal health and wellness.
- Washed, groomed and trimmed each animal to enhance coat health.
- Supported animal health by keeping all areas clean, neat and properly sanitized.
- Met with pet owners, explained lodging, grooming and daily care services and cross-sold specialty products like bows, ribbons, pet toys and treats.
- Collected and documented animal information such as weight, size, physical condition and food intake.
- Adhered to all pet care plans, medication requirements and dietary restrictions while providing care.
- Assisted grooming staff with nail clipping, fur blow drying and combing out matted fur during high-volume periods, including holidays.
- Walked animals outside for potty breaks several times per shift to avoid accidents in play areas and on bedding.
- Removed animal waste from kennels, runs and exercise areas, placing in trash receptacles or in-ground septic systems.
- Offered every owner exceptional customer service and support as well as top-notch care to each animal.
- Treated basic wellness issues such as superficial wounds and called in veterinarian assistance for more complex concerns.
- Prepared food and formulas to meet individual needs of animals under care with safe and nutritious meals.
- Ordered, received, unloaded and stored feed and supplies for animals under care.
- Unloaded and organized supplies and product inventory to maximize team efficiency.
- Pitched in with laundry duties, including washing, drying and folding towels during busy periods, ensuring consistent workflow.
Customer Service Representative
Semper Solaris
Remote, CA
10.2019 - 10.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered inbound calls, chats and emails to facilitate customer service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Consulted with customers to resolve service and billing issues.
- Improved customer service wait times to mitigate complaints.
- Promoted available products and services to customers during service, account management and order calls.
Education
Master of Arts - Education
UMass Global
11.2024
Associate of Science - Biology
Antelope Valley College
05.2018
High School Diploma -
Antelope Valley Learning Academy
06.2013
Bachelor of Science - Animal Science
Cal Poly Pomona
Skills
- Problem resolution
- Teaching, tutoring and counseling
- Team collaboration
- Mediation and Advocacy Talent
- Critical thinking
- Communication
- Effective listening
- Calm under pressure
- Positive atmosphere promotion
- Flexible and adaptive
- Excellent reading comprehension
- Active listening
- Organizational skills
- Work ethic
- Leadership
- Working collaboratively
- Relationship building
- Microsoft Office
- Conflict resolution
- Experience in leadership
- Inbound and Outbound Calling
- CRM Software
- Problem Resolution
- Technology savvy
- Results-focused
Timeline
Call Center Agent
Lone Beacon
03.2023 - Current
Reading Tutor
Amplify
01.2023 - Current
Customer Service Representative
Aston Carter
03.2022 - 06.2023
Substitute Teacher
Lancaster School District
02.2022 - Current
Student Assistant
Cal Poly Pomona University
11.2020 - 12.2021
ILS Instructor
Gratus Services Group
12.2019 - 07.2021
Customer Service Representative
Semper Solaris
10.2019 - 10.2020
Volunteer
Community Effort Animal Rescue
11.2018 - 11.2020
Master of Arts - Education
UMass Global
Associate of Science - Biology
Antelope Valley College
High School Diploma -
Antelope Valley Learning Academy
Bachelor of Science - Animal Science
Cal Poly Pomona
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