ALEXIS LOYA
Rhome,TX
Summary
Dynamic professional with over 15 years of experience in customer support, showcasing exceptional research, communication, and problem-solving skills. Proven ability to swiftly identify and address customer concerns, ensuring high levels of satisfaction and loyalty. Dedicated team player committed to delivering outstanding service and fostering positive relationships. Expertise in navigating complex issues while maintaining a service-focused mindset contributes to a collaborative and efficient work environment.
Overview
15
15
years of professional experience
Work History
Senior Customer Support Specialist
A-Gas Americas
Rhome, TX
07.2022 - 08.2025
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Gathered and reviewed EPA, Tax Forms, Reclaim information to generate management reports and support team decision-making.
- Multitasked to handle diverse customer needs prioritizing tasks to keep up with challenging deadlines.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Complete new orders with 100% accuracy and consistently high customer satisfaction.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Obtaining Point of origin documents for Carbon offset eligible material.
- Researching All Carbon Documents Sent It By Customer.
- Working With Lab On Carbon Material To Ensure Carbon Material Is Tested In Timely Manner.
- Provided training and mentorship to new team members, enhancing overall service quality.
- Managed escalated issues effectively, demonstrating strong problem-solving skills.
- Analyzed customer feedback data to enhance service delivery and satisfaction rates.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Accounting and auditing gas coming in so customer is paid within the NET30 requirement.
Utility Billing Clerk
City of Newark
Newark, TX
04.2022 - 07.2022
- Processed utility billing transactions with accuracy and efficiency, ensuring timely customer service.
- Maintained detailed records of customer accounts using city billing software for improved data integrity.
- Resolved billing discrepancies by conducting thorough investigations and collaborating with relevant departments.
- Implemented process improvements that enhanced workflow efficiency and reduced processing errors.
- Maintained updated customer account information, providing accurate billing statements and addressing inquiries promptly.
- Assisted customers with setting up payment plans or extensions, minimizing delinquent accounts and improving revenue collection.
Customer Support Specialist
A-gas Americas
Rhome, TX
09.2020 - 04.2022
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Gathered and reviewed EPA, Tax Forms, Reclaim information to generate management reports and support team decision-making.
- Multitasked to handle diverse customer needs prioritizing tasks to keep up with challenging deadlines.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Complete new orders with 100% accuracy and consistently high customer satisfaction.
- Communicated with internal employees regarding backorder , uture inventory and special orders.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Obtaining Point of origin documents for Carbon offset eligible material.
- Provided training and mentorship to new team members, enhancing overall service quality.
- Managed escalated issues effectively, demonstrating strong problem-solving skill
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Lead Customer Service Coordinator
Ryder Last Mile INC
Irving, TX
10.2011 - 09.2020
- Trained new employees on customer service policies.
- Answering phones/emails addressing problems and complaints.
- Answering customer questions.
- Fully trained in AS400, Dispatch Track, IDirect, contract carrier billing and Dispatching and Claims.
- Works closely with our largest clients - Crate and Barrel and Arhaus.
- Collects customer/consumer feedback to enhance future service delivery.
- Research inventory discrepancies.
- Ordering office supplies/ setting up fed-ex pick ups.
- Filing, Copying, Data Entry.
- Managed scheduling and logistics for timely deliveries, ensuring operational excellence.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Sorter
Justin Brands Inc
Fort Worth, TX
05.2010 - 08.2011
- Sorting and pulling orders to complete order fulfillment.
- Attention to detail was critical.
- Originally a temporary position hired a full-time employee after 90 days.
Education
GED -
Weatherford College
Weatherford, Texas, TX2008
Skills
- Time management
- Multitasking and organization
- Customer service excellence
- Team collaboration
- Email communication
- Verbal and written communication
- Remote support tools
- Feedback reception
- Email management
- Issue follow up
- Service ticket management
- Attention to detail
- Data entry
- Product knowledge
- Sales support
- Appointment scheduling
- Salesforce
- Sage 300
- Sage Intacct
- Microsoft Excel, Teams, Outlook
- SAP
- TMS
- Issue and resolution tracking
- Tracking and documentation
- Order Entry
- Route Planning
- Clerical Support
- Billing/Payment inquiries
- AS400
- IDirect
Timeline
Senior Customer Support Specialist
A-Gas Americas
07.2022 - 08.2025
Utility Billing Clerk
City of Newark
04.2022 - 07.2022
Customer Support Specialist
A-gas Americas
09.2020 - 04.2022
Lead Customer Service Coordinator
Ryder Last Mile INC
10.2011 - 09.2020
Sorter
Justin Brands Inc
05.2010 - 08.2011
GED -
Weatherford College