Summary
Overview
Work History
Education
Skills
Languages
Timeline
pwb

Aleya Roberts

Dallas,TX

Summary

I have a upbeat and willing personality, with a strong background in customer interactions and service solutions. I am highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Im consistently self-motivated and focused on achieving results through proficiency and empathetic service. My reliability and proactive approach to meeting customers and organizational goals will ensure i will be a awesome attribute moving forward.

Overview

12
12
years of professional experience

Work History

Customer Service Representative/Account Resolution Specialist

Capital One
7933 Preston Rd Plano, TX
02.2020 - 04.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Disputes Specialist /Call Center Representative

Experian Credit Reporting Agency
701 Experian Pkwy Allen , TX
10.2017 - 01.2020
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Analyzed, researched and resolved payment claims within required timeframes.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.

Warehouse Packer / Order Picker /Inventory Specialist

Kohls Distribution Center
2019 N Interstate 35 East Service Rd. Desoto, Tx
04.2015 - 09.2017
  • Inspected products before packaging to avoid shipping defective or damaged goods to customers.
  • Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
  • Maintained a clean and safe work environment, adhering to established safety protocols and procedures.
  • Packed, weighed and shipped items per customer specifications.
  • Learned and followed warehouse safety protocols to prevent injuries and accidents.
  • Verified items packaged and address on boxes matched customer order invoices to avoid shipping errors.
  • Operated tape machines, scales and label printers to package items correctly.
  • Demonstrated flexibility during peak seasons by working extended hours or weekends when necessary.
  • Successfully met daily packing quotas while remaining focused on quality control measures throughout each shift.

Outbound Sales Associate /Customer Service Representative

Sirius XM Radio
Dallas, TX
05.2016 - 01.2017
  • Built relationships with customers to encourage repeat business.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Solved customer challenges by offering relevant products and services.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Made 100+ cold calls per day resulting in client base growth.
  • Adapted communication style based on each potential client''s preferences, resulting in increased connection rates for cold calls.

Server /Restaurant Hostess /Customer Service Associate Cashier

Cracker Barrel Restaurant / Store
1421 N Beckley Ave DeSoto, TX
03.2013 - 06.2015
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Managed inventory of dining supplies to prevent shortages during service.
  • Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.

Education

High School Diploma -

New Beginnings Preparatory Academy
7441 Marvin D. Love Fwy #300 Dallas, TX
01-2016

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Professional telephone demeanor
  • Microsoft outlook
  • Product knowledge
  • Scheduling
  • Appointment scheduling
  • Data collection
  • Customer relationship management (CRM)
  • Microsoft PowerPoint
  • De-escalation techniques
  • Quality control
  • Dispute resolution
  • Product sales
  • Assertiveness
  • Order fulfillment
  • Account updating
  • Reading comprehension
  • Conflict mediation
  • Service upselling
  • Product promotion
  • Call triaging
  • Warehousing functions
  • Information security
  • CRM software proficiency
  • Brand representation
  • Research
  • Coordination
  • Customer education
  • Live chat support
  • Follow-up skills
  • Call management
  • Paperwork processing

Languages

English
Native or Bilingual
Spanish
Elementary

Timeline

Customer Service Representative/Account Resolution Specialist

Capital One
02.2020 - 04.2025

Disputes Specialist /Call Center Representative

Experian Credit Reporting Agency
10.2017 - 01.2020

Outbound Sales Associate /Customer Service Representative

Sirius XM Radio
05.2016 - 01.2017

Warehouse Packer / Order Picker /Inventory Specialist

Kohls Distribution Center
04.2015 - 09.2017

Server /Restaurant Hostess /Customer Service Associate Cashier

Cracker Barrel Restaurant / Store
03.2013 - 06.2015

High School Diploma -

New Beginnings Preparatory Academy

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Aleya Roberts