Alexis Way
St. Marys,GA
Summary
Highly skilled work-from-home professional with over 9 years of analytical experience and exceptional communication skills. I have a proven track record of success in effectively managing multiple programs and screens while providing superior customer service. I am committed to achieving goals and meeting KPIs, whether working independently or as part of a team. Positive attitude and expertise in de-escalating customers make me adept at resolving even the most complex issues. I adhere to company policies and procedures to ensure customer satisfaction in all my work.
Overview
9
9
years of professional experience
Work History
Account Unlock (Hardlock) Agent
Sutherland Global Services/ Dept Of Treas./ WFH
06.2022 - 09.2023
- Consistently followed company policies and scripts to meet call-time and quality standards.
- Ensured customer records remained accurate by updating outdated account information.
- Documented and detailed calls and complaints using call center's CRM database.
- Successfully unlocked system security locks from our customers' accounts after verifying their identity
Internet/Cable Tech Support Agent
Sutherland Global Services/Cox Comm/ WFH -
10.2017 - 01.2022
- Assisted 60+ customers daily in identifying issues and clarified solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Met customer call guidelines for service levels, handle time, and productivity.
- Assisted customers in identifying issues and provided solutions to restore service and functionality.
Mac Software Tech Support
Sutherland Global Services/ Intuit-Quicken/WFH
10.2014 - 10.2017
- Efficiently identify and solve various software problems through thorough troubleshooting and diagnosis.
- Provided training to users on how to use software and its various features.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services.
Education
High School Diploma -
Camden County High School
Kingsland, GASkills
- Excellent communication skills both verbal and written
- Ability to handle high volumes of calls while maintaining quality metrics
- Demonstrates composed and professional demeanor even in high-pressure situations
- Proficient in documenting calls using CRM system
- Efficient at multitasking and working in fast-paced environments
- Billing Info
- Well Organized
- Technical support expertise in phone and chat services
- Creating Accounts
- Claims Info/Processing
- Proficient in troubleshooting and delivering effective solutions
Timeline
Account Unlock (Hardlock) Agent
Sutherland Global Services/ Dept Of Treas./ WFH
06.2022 - 09.2023
Internet/Cable Tech Support Agent
Sutherland Global Services/Cox Comm/ WFH -
10.2017 - 01.2022
Mac Software Tech Support
Sutherland Global Services/ Intuit-Quicken/WFH
10.2014 - 10.2017
High School Diploma -
Camden County High School