Alexis Nelson
Dallas,TX
Summary
Versatile Project Coordinator and Customer Service Advocate with background successfully executing diverse project tasks to meet deadlines. Highly skilled at communicating with colleagues, monitoring status and achieving key milestones. Enthusiastic problem solver and talented team player with superior planning and decision-making skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Vivid Seats
02.2021 - Current
- Monitors day to day team operations including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers.
- Monitors and manages strategy to meet SLA’s for Inbound phone, chat and queue work.
- Handles escalated broker and customer issues
- Provide real-time support to Order Fulfillment agents, Off shore (BPO) partners, internal departments and sellers.
- Facilitates agent development through Bi-annual reviews, new agent training, frequent coaching feedback in real time and audit agent order handling and provide feedback in 1x1 meetings.
- Communicate high level issues and fulfillment trends to upper management.
- Audit agent order handling.
- Interview and hire agents.
- Prepare and facilitate corrective action when needed.
- Approve and audit bi-weekly payroll.
- Manage multiple tasks and projects simultaneously.
Lead Retention Specialist
The Pisa Group
08.2016 - 06.2018
- Responsible for efforts to increase customer loyalty and retain customers who have active accounts within The Pisa Group services.
- Ensured all customer concerns were investigated and resolved with minimal escalation.
- Analyzed multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention.
- Documented and cased customer interactions and adhere to agreed standards of quality of 85% or above.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Reviewed associate performance to identify training needs.
- Supported agents in improving service standards for optimized customer satisfaction.
Account Manager
Concorde Auto Acceptance
06.2014 - 08.2016
- Retail/Lease, that assists with, but not subject to loans, payments, return of vehicles/ plates, and credit disputes/approvals expedition of customer requests
- Assisted with Title, Registration, and State Changes between customer and DMV.
- Handled Billing/Refund issues (That includes processing refunds and making adjustments).
- Communicated effectively with individuals/teams in the program to ensure high quality and timely.
- Review, Extension agreements, ACH forms, Rewrite request, and more.
- Experience with collections training and usage on as need basis.
- Data entry of Dealership and Field Manager reports.
- As necessary, submitted forms such as Check requests, Void/Stop Request, and Contract Processing.
- Website assistance which includes password reset, registration, and payment inquires(rejected/ pending/posted/pay history/statements)
Project Coordinator (Remote)
Worldwide Express
07.2014 - 06.2016
- Worked directly with our sales, support, and accounting team to coordinate and gather information about potential clients and existing clients by calling previous carriers and finding out if the client is under contract or obligations.
- Served as the liaison among internal teams (Sales, installation, support, accounting) and client to ensure that project is moving along successfully.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Ensured previous services of clients are cancelled and everything is fully documented.
- Post Installation: Calling and disconnecting accounts once projects are installed, understanding the telecom world of how porting a number works, placing orders for new services with our partners for new internet service, answering calls/emails and coordinating installation with our clients.
Treasury Management Project Coordinator
Dallas Bank
05.2012 - 06.2014
- Prepared and documented all new Treasury Management products and services, including the TM Master Agreement and associated Service Exhibits.
- Facilitated the onboarding process for all Treasury products and services for both new and existing clients.
- Partnered with Treasury Management Officers (TMOs) throughout the sales process to manage the service pipeline, ensuring timely and accurate setup of services and pricing.
- Worked collaboratively with various business units to ensure a seamless onboarding experience for new client relationships.
- Delivered comprehensive training on new products, either via phone or onsite at the client's location.
- Engaged with clients to analyze the integrity of their test files until successful completion.
- Served as the primary contact for clients throughout the entire process, ensuring quality delivery in line with service expectations.
Education
High School Diploma -
Rowlett High School
Rowlett, TXAssociate of Applied Science - Accounting
Eastfield College
Mesquite, TXSkills
- Service Desk Team Management
- Claims Evaluations
- Microsoft Office Expertise (All Programs)
- Financial Literacy
- Customer Order Management
- Data Evaluation
- Investigation of Claims
- Typing speed of 65 WPM
- Customer Support (Inbound-Outbound/Online Chat)
- Sales Expertise
- Staff Training
- Customer Retention Abilities
Professional References
Tianna Roberts (Manager Vivid Seats) - (682) 366-6101
Sarah Day (Worldwide Express Team Lead) - (972) 561-8359
Languages
English
Native or Bilingual
Certification
- PMP (Project Management Professional Certificate)
- Six Sigma Certification
- PRINCE2 Certification
Timeline
Customer Service Team Lead
Vivid Seats
02.2021 - Current
Lead Retention Specialist
The Pisa Group
08.2016 - 06.2018
Project Coordinator (Remote)
Worldwide Express
07.2014 - 06.2016
Account Manager
Concorde Auto Acceptance
06.2014 - 08.2016
Treasury Management Project Coordinator
Dallas Bank
05.2012 - 06.2014
High School Diploma -
Rowlett High School
Associate of Applied Science - Accounting
Eastfield College