Alexys Harper
Bowling Green,KY
Overview
4
4
years of professional experience
1
1
Certification
Work History
Quality Assurance Representative [Remote]
Shiftsmart
01.2024 - 08.2024
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Presented findings from audits to management teams, driving improvements in overall operational performance.
- Maintained detailed records of test results, providing valuable data for future process improvements.
- Streamlined QA processes for increased efficiency, reducing time spent on repetitive tasks.
- Performed call audits to monitor regulatory compliance.
Educational Service Officer [Remote]
ACSI
12.2023 - 01.2024
- Served as a reliable resource for colleagues seeking guidance on complex student loan issues or navigating challenging borrower situations.
- Created detailed case notes for each borrower interaction, facilitating seamless communication among team members regarding client progress.
- Provided empathetic support to borrowers experiencing financial hardships, offering tailored solutions for their unique circumstances.
- Supported new hires during training by sharing insights from personal experiences as a Student Loan Counselor.
- Maintained updated knowledge of federal regulations and guidelines, ensuring accurate guidance was given to clients at all times.
- Educated clients on the benefits of various loan forgiveness programs, empowering them to make informed decisions about their financial future.
- Developed strong relationships with borrowers through consistent follow-up and genuine concern for their wellbeing.
Shift Leader
Shiftsmart
02.2022 - 11.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
Patient Service Representative
ACSI
06.2021 - 01.2022
- Helping patients with questions about their covid 19 vaccine, guiding patients to accessible locations to get vaccinated, making appointments and handling patient information in order to assure the best covid 19 experience
- Scheduled appointments.
- Managed patient registration process, confirming data accuracy and completeness.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
Customer Service Representative
NexRep
08.2020 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associates of Science - Diagnostic Medical Sonography
Elizabethtown Community And Technical College
Elizabethtown, KY05-2026
High school diploma - Math and Science
Trousdale County High School
Hartsville, TN05.2020
Skills
- Microsoft office
- Google docs
- Writing skills
- Customer Service
- Data Entry
- Research
- Office experience
- Childcare
- Problem-solving abilities
- Active Listening
- Critical Thinking
- CRM software knowledge
- Team Management
- Medical terminology knowledge
- Appointment Scheduling
- Patient Intake
Certification
Computer Applications, 04/01/20, Present
Timeline
Quality Assurance Representative [Remote]
Shiftsmart
01.2024 - 08.2024
Educational Service Officer [Remote]
ACSI
12.2023 - 01.2024
Shift Leader
Shiftsmart
02.2022 - 11.2023
Patient Service Representative
ACSI
06.2021 - 01.2022
Customer Service Representative
NexRep
08.2020 - 01.2021
High school diploma - Math and Science
Trousdale County High School
Associates of Science - Diagnostic Medical Sonography
Elizabethtown Community And Technical College