Alexis Sommers
Auburn,GA
Summary
Dynamic customer service professional, excelling in KPI management and conflict resolution. Adept at optimizing operational procedures and fostering team collaboration. I leverage strong leadership and technical troubleshooting skills to enhance service delivery and drive customer satisfaction.
Overview
8
8
years of professional experience
Work History
CSRI
TTEC Holdings
04.2025 - Current
- Assisting patients with managing their requests. Experience using Slack to cross-communicate and collaboration among other departments. Communicate efficiently to assist with solving problems, while building customer connections. Stay agile to business updates to maintain service excellence. Meet and maintained personal and company KPIs. Resolved conflicts by actively listening and addressing customer concerns. Conducted follow-up calls to ensure customer satisfaction after support interactions.
SUPERVISOR
TTEC Holdings
02.2020 - 02.2025
- Lead and motivate a team to achieve company and client expectations. Optimize operational procedures to enhance efficiency and staff engagement. Provide coaching, performance evaluations, and constructive feedback to employees. Handle escalated customer inquiries to ensure swift and effective resolution. Oversee data entry processes, ensuring accuracy and thoroughness. Troubleshoot and resolve technical application issues, assisting users with common glitches. Experience with JIRA, SAP, Visito, Genesys, UKG, and NICE Engage. Implemented process improvement plans to enhance operational efficiency. Directed and supervised team of 15-24 employees in daily operations.
HOSTESS & FOOD RUNNER
Domu
09.2019 - 01.2020
- Managed guest seating and navigation within the establishment. Delivered food orders promptly and competently while maintaining service standards. Maintained cleanliness and organization of dining areas. Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
GUEST SERVICE REPRESENTATIVE
Quality Inn Suites
08.2019 - 09.2019
- Provided front desk support, greeting and assisting guests with inquiries. Processes payments and managed reservations. Addressed guest concerns professionally and served as a first point of contact for clients and business inquiries.
STAFF LEAD & BARTENDER
CMX Cinemas Plaza Café 12
09.2017 - 01.2019
- Supervised and trained floor staff in various operational roles. Provided fast and friendly service to customers, handling orders and transactions. Managed customer complaints, ensuring issues were resolved effectively. Maintained a safe and organized work environment while adhering to company policies. Provided excellent customer service in a fast-paced environment. Handled cash transactions and processed payments, as well as performed opening and closing duties including restocking supplies.
Education
General Studies -
Valencia Community College
Orlando, FL07.2019
High School Diploma -
Boone High School
Orlando, FL04-2016
Skills
- Average 59 WPM
- Computer literate
- Team player
- Excellent time management
- Interpersonal skills
- Data visualization
- Attention to detail
- Technical troubleshooting
- KPI management
- Staff training
- Problem solving
Timeline
CSRI
TTEC Holdings
04.2025 - Current
SUPERVISOR
TTEC Holdings
02.2020 - 02.2025
HOSTESS & FOOD RUNNER
Domu
09.2019 - 01.2020
GUEST SERVICE REPRESENTATIVE
Quality Inn Suites
08.2019 - 09.2019
STAFF LEAD & BARTENDER
CMX Cinemas Plaza Café 12
09.2017 - 01.2019
General Studies -
Valencia Community College
High School Diploma -
Boone High School
INTERESTS
Insect pinning, Drawing, Hiking, Family time, Exploring