Alexus Foster
Newport News,VA
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
4
4
years of professional experience
Work History
Sheet Metal Technician
Huntington Ingalls Industries
02.2022 - Current
- Analyzed required blueprints, drawings, work orders and sketches to correctly fabricate and install products and parts
- Observed safety practices and procedures to maintain safe and clean work environment
- Facilitated improvement protocols to decrease error rate and mitigate non-conformance
- Diminished project lags by securing logistics, equipment and supplies to meet just-in-time demand
- Automated office operations, managed client correspondence and supplied record tracking and data communication services.
- Managed inventory levels for optimal cost savings and minimal stockouts.
- Coordinated cross-functional nuclear and non-nuclear teams to execute complex logistics projects on time and within budget.
- Optimized distribution network by analyzing data and identifying opportunities for consolidation or expansion.
- Coordinated incoming and outgoing shipments to maintain schedules using Microsoft word.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Developed systems for organizing reports and records to drive integrity.
Team Lead
H&R Block
12.2020 - Current
- Function as a Customer Success SME, deescalating and resolving customer inquiries each week
- Cultivated positive working relationships with colleagues, promoting open communication and collaboration to create a harmonious work environment.
- Collaborated with IT department to troubleshoot software issues, leading to a more stable data entry environment.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
Customer Solutions Specialist
Pra Group Inc
11.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved customer interaction and feedback collection.
- Implemented time-saving strategies to expedite resolution of customer concerns.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Reduced response times by optimizing internal processes and utilizing resources effectively.
- Managed a high volume of inbound and outbound calls, maintaining professionalism and efficiency under pressure.
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Handled escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
Education
Certification - Pharmacy Tech
Old Dominion Job Corps
Monroe, VA04.2019
High School Diploma -
Hampton High School
Hampton, VA07.2013
Skills
- Data Entry
- Complaint Resolution
- Quality Assurance Optimization
- Customer Support
- Pressure Management
- Effective Communication
- Proficient in Microsoft Office
- Word Processing
- Inventory Restocking
- Supply system accounting
- Document processing
- OSHA Compliance
- Complaint Investigation
- De-Escalation Technique
- Cross-Functional Collaboration
- Precision measuring
- Hand-tool proficiency
- Air Conditioning Ductwork
- Sheet Metal Fabrication
- Riveting Processes
- Adaptability and Flexibility
- Blueprint Interpretation
Timeline
Customer Solutions Specialist
Pra Group Inc
11.2023 - 01.2024
Sheet Metal Technician
Huntington Ingalls Industries
02.2022 - Current
Team Lead
H&R Block
12.2020 - Current
Certification - Pharmacy Tech
Old Dominion Job Corps
High School Diploma -
Hampton High School