Alexis Johnson
Mobile,AL
Summary
Proven achiever in call center excellence, notably with United healthcare, where I mastered customer communications and technical troubleshooting, enhancing satisfaction and efficiency. My problem-solving prowess and adeptness in customer relationship management consistently surpassed performance targets, establishing trust and reducing call handling times by over 20%.
Overview
6
6
years of professional experience
Work History
Call Center Agent
Oak Street Health Clinic
04.2023 - Current
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Call Center Representative
State Farm
01.2021 - 02.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- 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.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Call Center Representative
United Health Care: CSR
05.2018 - 09.2020
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
High School Diploma -
John L Leflore High School
Mobile, AL05.2016
Skills
- Call Center Operations
- Customer communications
- Payment Processing
- Team Development
- Appointment Setting
- Problem-solving skills
- Typing Speed
- Issue Resolution
- Documentation And Reporting
- Answering questions
- Gathering information
- Resolving issues
- Customer Support
- Call Center Customer Service
- Complaint resolution
- Inbound phone calls
- Verbal and written communication
- Customer Service
- Technical Troubleshooting
- Call Control
- Customer Relationship Management
Timeline
Call Center Agent
Oak Street Health Clinic
04.2023 - Current
Call Center Representative
State Farm
01.2021 - 02.2023
Call Center Representative
United Health Care: CSR
05.2018 - 09.2020
High School Diploma -
John L Leflore High School