Summary
Overview
Work History
Education
Skills
Timeline
Achievements
Generic

Alexis Niles

Memphis

Summary

Customer service expert with experience in enhancing customer satisfaction and loyalty through innovative problem-solving and strategic partnership development. Demonstrates exceptional skills in technical support, communication, and adaptability, ensuring seamless service delivery across various sectors. Passionate about leveraging expertise to drive organizational success and create transformative customer experiences.

Overview

14
14
years of professional experience

Work History

Teacher/ Educator

STEAM Tots Academy
04.2020 - Current
  • Design engaging curriculum for young learners, fostering creativity and critical thinking.
  • Implement interactive learning strategies, enhancing student engagement and comprehension.
  • Collaborate with colleagues to develop innovative teaching methods, improving student outcomes.
  • Monitor student progress, providing tailored support and achieving measurable academic improvements.
  • Partner with teaching staff to develop curriculum enhancements, share best practices, and coordinate cross-classroom activities
  • Maintain detailed student progress records, ensure compliance with safety protocols, and organize age-appropriate learning environments

Remote Electronic Banker

Regions
08.2018 - 08.2020
  • Handled 80-100 inbound calls daily, resolving banking issues and enhancing customer satisfaction.
  • Managed account updates and transfers, ensuring seamless customer transactions.
  • Guided customers on digital platforms, boosting engagement and confidence.
  • Promoted banking products, contributing to call center performance goals.
  • Detected and resolved fraud discrepancies, improving customer trust. As well as processed multiple fraud claims in a timely manner to provide an accurate decision further enhance the customer's trust.
  • Monitors account activity to identify fraudulent financial transactions and violations. Resolved accounts to prevent losses. Assisted with internal departments to verify that charges are authorized. Partnered with merchants to resolve customer service issues or fraudulent activity. Sustained merchant processing statistics and records.
  • Streamlined account management processes through multi-system integration, enhancing transaction accuracy and reducing response times.
  • Orchestrated cross-functional solutions with internal and external partners, ensuring thorough issue resolution and timely customer communication
  • Optimized database management and chat support systems, delivering consistent service excellence in both office and remote environments.
  • Empowered customers to navigate digital banking platforms, resulting in increased online engagement and reduced support requirements.
  • Managed daily banking operations, ensuring compliance with regulatory standards and internal policies.

Guest Service Representative

Extended Stay America
08.2018 - 01.2020
  • Facilitated guest check-ins/outs, ensuring seamless transactions and high satisfaction.
  • Processed payments efficiently, handling cash, cards, and gift cards.
  • Maintained accurate guest data, enhancing service delivery and customer experience.
  • Delivered exceptional customer service, adhering to company protocols.
  • Fostered a welcoming environment, significantly improving guest experiences.

Teacher/ Educator

Connect Four STEM Academy, Inc.
10.2013 - 05.2018
  • Developed engaging STEM curriculum, enhancing student performance and collaboration skills.
  • Facilitated hands-on learning, resulting in improved critical thinking and problem-solving abilities.
  • Mentored students, fostering a supportive environment and measurable academic growth.
  • Implemented innovative teaching strategies, leading to increased student engagement and success.
  • Collaborated with colleagues to design interdisciplinary projects, achieving notable educational outcomes.

Behavioral Health Customer Service Representative

UPMC
01.2013 - 12.2013
  • Handled 50-75 inbound and outbound calls daily with patient info, ensuring seamless facility connections.
  • Resolved provider issues on benefits, eligibility, and billing, enhancing satisfaction.
  • Addressed complex authorization claims, reducing repeat inquiries and dissatisfaction.
  • Processed numerous billing claims accurately, achieving zero denials.
  • Managed high-volume data entry, supporting efficient database operations.
  • Streamlined patient care coordination between mental health departments and county facilities, ensuring seamless access to behavioral health services.
  • Resolved complex prior authorization challenges through systematic research and documentation, minimizing escalations and enhancing provider satisfaction.

Customer Service Representative

Verizon Wireless
05.2011 - 12.2012
  • Handled customer inquiries, improved satisfaction, and resolved complex technical issues.
  • Assisted in account changes, provided upgrade options, and built strong customer relationships.
  • Adapted to policy changes and new products, ensuring consistent customer service excellence.
  • Resolved billing inquiries, and provided resolutions to best meet the needs of each and every client.
  • Empathized with all customers, to ensure customer satisfaction rating.
  • Managed high-volume call center operations handling 70-100 daily inquiries while maintaining exceptional quality standards and leveraging multiple technical systems.
  • Processed claims relating to fraud discrepancies, while maintaining call center protocols.

Sales Associate

Nordstrom
08.2011 - 09.2012
  • Assisted customers in beauty and shoe departments, enhancing shopping experience.
  • Opened new credit accounts, boosting customer engagement and satisfaction.
  • Maintained customer profiles, ensuring trend updates and personalized service.
  • Managed email campaigns, improving customer retention and brand loyalty.
  • Initiated calls for promotions, increasing sales and customer awareness.
  • Built lasting customer relationships through personalized trend updates and proactive communication about upcoming product launches

Education

Bachelor - Family Consumer Science

Virginia State University
Petersburg, VA
05.2011

Skills

  • Strategic issue analysis
  • Prioritization and scheduling
  • Client support
  • Customer-focused technical assistance
  • Effective communication
  • Effective communicator
  • Supportive presence
  • Compassionate listener
  • Negotiation Skilled
  • Adaptable
  • Detail Oriented
  • Product Knowledge
  • Data Entry
  • Conflict Resolution
  • Customer Advocacy
  • Client Relations
  • Critical Thinking
  • Customer Engagement
  • Relationship Building
  • Customer Loyalty
  • Claims Resolution

Timeline

Teacher/ Educator

STEAM Tots Academy
04.2020 - Current

Remote Electronic Banker

Regions
08.2018 - 08.2020

Guest Service Representative

Extended Stay America
08.2018 - 01.2020

Teacher/ Educator

Connect Four STEM Academy, Inc.
10.2013 - 05.2018

Behavioral Health Customer Service Representative

UPMC
01.2013 - 12.2013

Sales Associate

Nordstrom
08.2011 - 09.2012

Customer Service Representative

Verizon Wireless
05.2011 - 12.2012

Bachelor - Family Consumer Science

Virginia State University

Achievements

  • Awarded Leading Customer Satisfaction Rating for Quarter 3 2011- Verizon Wireless
  • 2019 Evergreen Regions Bank Customer Service Gallup Champion
  • Highest Customer Engagement Team Member 2019- Regions Bank
  • Highest Calls Per hour by Team Member 2019- Regions Bank

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