Summary
Overview
Work History
Education
Skills
Navy Veteran 2004-2008
Languages
Timeline
Generic

Alexis Russell

179 Skyland Farm Rd,SC

Summary

Adept at elevating customer experiences, I significantly enhanced first-call resolution rates and customer retention at Verizon Wireless. Expert in remote support and staff supervision, my proactive approach and ability to coach teams led to notable increases in efficiency and customer satisfaction.


Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

14
14
years of professional experience

Work History

Technical Customer Service Representative

Verizon Wireless
04.2015 - 01.2025
  • Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
  • Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
  • Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
  • Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.
  • Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Offered assistance in implementing and developing training programs.

Assistant Store Manager

Family Video
05.2011 - 08.2014
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Education

Bachelor of Arts - 3D Design And Video Editing

Virginia College
Huntsville
02-2015

Associates in Computer Science - Computer Networking

University of Phoenix
Tempe, AZ
11-2011

Skills

  • Remote support
  • Customer experience
  • Customer support
  • Customer service and engagement
  • Store organization
  • Staff supervision
  • Employee coaching
  • Teamwork and collaboration
  • Shift scheduling
  • Self motivation

Navy Veteran 2004-2008

Served on board USS Kittyhawk stationed out of Yokosuka, Japan.  Several awards including Good Conduct.  Worked in a fast-paced environment organizing, maintaining, storage and build-up on ordnance on board the ship.

Languages

English
Native or Bilingual

Timeline

Technical Customer Service Representative

Verizon Wireless
04.2015 - 01.2025

Assistant Store Manager

Family Video
05.2011 - 08.2014

Bachelor of Arts - 3D Design And Video Editing

Virginia College

Associates in Computer Science - Computer Networking

University of Phoenix

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Alexis Russell