Alexis Grose
Lancaster,CA
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Call Center Agent
Lone Beacon Media
Lancaster-Remote, CA
03.2023 - Current
- Resolved customer service inquiries promptly and efficiently.
- Identified customer needs by asking probing questions and actively listening to responses.
- Developed strong relationships with customers through effective communication skills.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
Tutor
AMPLIFY EDUCATION INC
Lancaster, CA-remote
01.2023 - Current
- Encouraged students to ask questions about topics they did not understand.
- Created a positive learning environment that was conducive to student success.
- Encouraged students to ask questions and participate in discussions.
- Communicated regularly with parents and guardians regarding student progress.
- Integrated technology into lessons when appropriate.
- Helped students develop critical thinking skills by engaging them in interactive dialogue about challenging concepts.
Certification Specialist (Contractual)
Maximus
Lancaster (Remote) , CA
03.2022 - 02.2023
- Analyzing claim information to identify discrepancies or missing information
- Assessing the information against requirements based on UI Code, Policies, and Procedures
- Sending claimants and/or employers standard forms or requesting information by phone based on these forms to obtain additional information or clear up a discrepancy
- Working closely with subject matter experts to gain further understanding of how to process certifications or identify when a claim needs to be escalated
- Referring complex issues to supervisor or tenured staff
- Notating all actions taken on a claim clearly and thoroughly
- Demonstrating the ability to make logical decisions
- Demonstrating the ability to manage a workload in a way that meets timeliness requirements
- Demonstrating computer proficiency required to navigate project systems
- All other duties as assigned by management to support certification processing
Appointment Setter
Semper Solaris
Lancaster, CA
02.2022 - 12.2022
- Field basic questions and concerns about the products and services
- Schedule consultations between the prospective client and a Sales Representative
- Keep a detailed log of calls, including those which were not answered
- Attempt to contact prospective clients who you have been unable to contact
- Take the initiative to learn about the company and grow within the role
- Prioritize which appointments take priority over others to maximize revenue
- Field incoming phone calls and convert 50% or more to appointments
- Develop and distribute reports of each day’s appointments
- Use Microsoft Office Suite and Salesforce to manage various aspects of the job
- Demonstrate a pleasant disposition with each prospect
- Properly explain the products and services to prospective customers when making appointments
Complete required call sheets at the end of each day
Customer Service Call Center Agent (Contractual)
Advantage Solutions
Lancaster (Remote) , CA
02.2021 - 12.2021
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company’s new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
- Help to train new employees and inform them about the company’s customer management policies
Student Assistant, Clerical
Cal Poly Pomona University
Pomona, CA
11.2020 - 12.2021
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Kept families and students up to date on application status.
- Coached students and families on appropriate financial aid plans and eligibility.
- Maintained and updated financial databases.
- Reviewed student applications before submission.
- Adhered to regulatory and company security and audit procedures.
- Maintained customer financial information and files.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Customer Service Call Center Agent (Contractual)
Gratus Solutions
Lancaster, CA
09.2019 - 11.2020
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used available resources to provide efficient and accurate solutions for customer service requests.
Education
Master of Arts - Education
University of Massachusetts, Global
12-2025
Bachelor of Science - Animal Science
Cal Poly Pomona
05.2022
Associate of Science - Biology
Antelope Valley College
06.2018
High School Diploma -
Antelope Valley Academy High School
06.2013
Skills
- Data entry
- Field investigations
- Records management expert
- Background review
- Call center operations
- Quality assurance optimization
- Interpersonal skills
- Payment processing
- Inbound phone call management
- Resolving issues
- Providing customer support
- Qualifying new leads
- Customer conflict resolution
- Promoting brands
- Customer retention
- Outbound calling
- High-volume call reception
- Generating leads
- Building rapport
- Warm and cold call expertise
- Multiline phone system proficiency
Timeline
Call Center Agent
Lone Beacon Media
03.2023 - Current
Tutor
AMPLIFY EDUCATION INC
01.2023 - Current
Certification Specialist (Contractual)
Maximus
03.2022 - 02.2023
Appointment Setter
Semper Solaris
02.2022 - 12.2022
Customer Service Call Center Agent (Contractual)
Advantage Solutions
02.2021 - 12.2021
Student Assistant, Clerical
Cal Poly Pomona University
11.2020 - 12.2021
Customer Service Call Center Agent (Contractual)
Gratus Solutions
09.2019 - 11.2020
Master of Arts - Education
University of Massachusetts, Global
Bachelor of Science - Animal Science
Cal Poly Pomona
Associate of Science - Biology
Antelope Valley College
High School Diploma -
Antelope Valley Academy High School
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