Alexis Medina

Handles routine to moderately complex inbound member calls in a fast-paced, high volume contact center environment while multi-tasking and navigating between multiple systems.

Uses effective communication and critical thinking to identify member needs. Provides relevant solutions within written policies and procedures.

Provides exceptional member service by demonstrating professionalism, compassion, and active listening to acquire new members and deepen relationships with current members through new product acquisition. Advises and educates members on digital tools and resources. Assists members in a timely manner through strong time management skills and by closely adhering to assigned work schedule. Strives for continuous improvement and development through manager coaching, team collaboration and feedback implementation.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Helped customers by phone or in person to collect deposit and payments as well as provide information about vehicles and service warranties.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken.