Alexis Mack
Jacksonville
Summary
Dynamic Customer Service Representative with a proven track record at Maximus Federal Services, enhancing customer loyalty through exceptional service and empathy. Skilled in critical thinking and Microsoft Outlook, I've effectively managed high-stress situations and contributed to product improvements, driving customer satisfaction and repeat business.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Maximus Federal Services
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Positive Psyche
06.2019 - 06.2023
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customers Service Representative
US Bankcorp
10.2018 - 05.2019
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
Education
High School Diploma -
First Coast High School
Jacksonville, FL05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Customer satisfaction measurement
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Order processing
- Appointment scheduling
Timeline
Customer Service Representative
Maximus Federal Services
07.2023 - Current
Customer Service Representative
Positive Psyche
06.2019 - 06.2023
Customers Service Representative
US Bankcorp
10.2018 - 05.2019
High School Diploma -
First Coast High School
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