ALEXIS WILLIAMS
Surprise
Summary
Skilled in supporting human resources functions, excluding payroll and timekeeping. Have experience in managing employee records, assisting with recruitment processes, and enhancing workplace culture. Strengths include strong organizational abilities, effective communication skills, and the capacity to handle confidential information discreetly. Contributed to improving HR workflow processes and employee satisfaction through proactive support and initiative.
Overview
7
7
years of professional experience
Work History
Customer Retention Specialist
Statefarm Insurance
Tempe
10.2024 - Current
- Engaged customers to understand their needs and preferences effectively.
- Developed retention strategies to enhance customer loyalty and satisfaction.
- Analyzed customer feedback to identify trends and areas for improvement.
- Organized meetings, prepared agendas, and recorded minutes for departmental discussions.
- Supported onboarding processes by preparing new hire documentation and orientation materials.
UNDERWRITING SERVICE ASSISTANT
State Farm Insurance
04.2023 - Current
- Electronically process new business, renewals, endorsements, and policy adjustments with high accuracy.
- Communicate with customers to clarify coverage questions, identify issues, and provide resolution in alignment with underwriting guidelines.
- Perform premium breakdowns, calculate rate changes manually, and verify rating accuracy.
- Review submitted information and gather missing documentation to support underwriting decisions.
- Collaborate with agents and their team members to ensure customer satisfaction and policy accuracy.
- Utilize underwriting manuals, system workflows, and internal resources to guide customers through processes.
- Follow up on outstanding items, ensuring timely task completion.
HUMAN RESOURCES ASSOCIATE
Results CX
Lakeland
05.2022 - 01.2023
- Managed personnel files, updated employee records, and ensured compliance with HR operational standards.
- Investigated attendance, performance, and payroll inquiries including COBRA, disability, and FMLA matters.
- Partnered with leadership to develop and communicate HR policies and procedures.
- Resolved employee benefit questions and concerns with professionalism and clarity.
- Mediated employee concerns, supporting a positive work environment.
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2019 - 05.2022
- Provided frontline customer support for billing, account issues, and product inquiries.
- Resolved customer concerns through active listening, troubleshooting, and escalation when necessary.
- Generated service reports, organized workflow priorities, and supported departmental goals.
- Identified trends in customer feedback and contributed to process improvements.
CUSTOMER SERVICE REPRESENTATIVE
AT&T
11.2018 - 03.2019
- Delivered high-quality customer support and promoted retention through knowledgeable service.
- Responded to concerns, resolved technical or billing issues, and maintained detailed case documentation.
- Stayed current on product updates through training and team development meetings.
Education
High School Diploma -
Maynard Evans High School
Orlando, FLSkills
- Policy Processing & Documentation
- Underwriting Support & Risk Assessment
- Claims Intake & Case Documentation
- Eligibility Review & Coverage Verification
- Premium Calculation & Rate Explanation
- File & Records Management
- Customer Relationship Management
- High-Volume Call Handling
- Problem Resolution & Communication
- Microsoft Office & Multi-System Navigation
- Adaptability
- Detail Orientation
- Team Collaboration
- Customer relationship management
- Documentation verification
- Data entry accuracy
- Policy compliance
- Scheduling software
Timeline
Customer Retention Specialist
Statefarm Insurance
10.2024 - Current
UNDERWRITING SERVICE ASSISTANT
State Farm Insurance
04.2023 - Current
HUMAN RESOURCES ASSOCIATE
Results CX
05.2022 - 01.2023
CUSTOMER SERVICE REPRESENTATIVE
Concentrix
06.2019 - 05.2022
CUSTOMER SERVICE REPRESENTATIVE
AT&T
11.2018 - 03.2019
High School Diploma -
Maynard Evans High School