Alexis Williams
Independence,MO
Summary
Professional Customer Service Representative with 10+ years of experience delivering excellent customer support, creative problem-solving, and building customer loyalty.
Overview
10
10
years of professional experience
Work History
Commercial Customer Care Manager
UMB Bank
Kansas City
01.2021 - Current
- Developed comprehensive training materials for agent onboarding, continuation education/training, and resolved remaining issues
- Conducted training sessions for new additions to the customer service team.
- Conducted frequent performance evaluations for customer service representatives.
- Monitored call volumes and adjusted staffing levels accordingly.
- Investigated and resolved customer complaints in a timely manner.
- Analyzed customer inquiries patterns and implemented successful strategies to resolve frequently occurring problems.
- Developed insightful dashboards to monitor and analyze key metrics that drove informed business decisions.
- Coordinated with various teams to ensure prompt and accurate fulfillment of customer needs.
Customer Care Agent
UMB Bank
Kansas City
01.2018 - 01.2021
- Communicated with customers to identify and resolves issues, provided research and assistance for queries. Responded to customer phone calls, emails and messages in a prompt manner. Developed positive relationships with customers fostering loyalty.
- Maintained current knowledge of the company's product and service offerings.
- Processed orders for customers quickly and efficiently.
- Troubleshot technical problems related to products or services provided by the company.
Financial Service Hotline Agent
HR Block
Kansas City
01.2015 - 01.2013
- Assisted clients in navigating the organization's core offerings, providing support with account details and facilitating appointment scheduling.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Demonstrated strong understanding of industry trends and competitive landscape.
- Adhered strictly to company policies regarding confidentiality of client information.
Education
Pharmacy Technician License -
Concorde Career
Kansas City, MO01.2014
General Studies -
Southeast High School
Kansas City, MO01.2008
Skills
- Research and due diligence
- Escalation management
- Account Updates
- Schedule Management
- Report Preparation
- Team Management
- Data Tracking
- Training and mentoring
- Customer Service
- Problem-Solving
- Hiring and Training
- Time management abilities
- Decision-Making
References
References available upon request.
Timeline
Commercial Customer Care Manager
UMB Bank
01.2021 - Current
Customer Care Agent
UMB Bank
01.2018 - 01.2021
Financial Service Hotline Agent
HR Block
01.2015 - 01.2013
Pharmacy Technician License -
Concorde Career
General Studies -
Southeast High School