Alfreda Smith
Eads,TN
Summary
Dedicated Customer Service Professional with 15 years of experience supporting customers through phone, email, and chat. Skilled at resolving complex issues, maintaining a high satisfaction rate, and building positive relationships. Adept at using CRM systems and communication tools to provide efficient, empathetic support in fast-paced remote environments.
Overview
23
23
years of professional experience
Work History
Customer Service Contact Representative
Internal Revenue Service
Memphis, TN
01.2020 - Current
- Handled 80+ daily customer inquiries via phone, email, and chat, maintaining a 95% satisfaction rating.
- Resolved account and technical issues, reducing average resolution time by 30%.
- Processed payments, refunds, and order requests accurately to ensure customer trust.
- Documented customer interactions and feedback to improve training and support resources.
Front Desk Receptionist
AM Diabetes
Bartlett, TN
03.2016 - 12.2019
- Scheduled appointments for up to 30+ patients per day via phone and in person, optimizing provider time.
- Assisted patients with completing insurance and registration forms reducing data entry errors by 15%.
- Managed patient inquiries and correspondence, building strong rapport and facilitating smooth communication between patients and staff.
- Trained 5 new team members on CRM software and customer service best practices.
Customer Care Agent
ATT
Memphis, TN
03.2003 - 07.2015
- Processed payments and verified account details for security compliance.
- Maintained detailed records of customer interactions in CRM software.
- Collaborated with team members to improve customer service strategies.
- Assisted customers with inquiries, complaints, and service requests via phone.
Education
High School Diploma -
Southside High
06-1985
Skills
- Customer Support
- Communication Skills
- Problem-Solving
- Active Listening
- Conflict Resolution
- Time Management
- Multitasking
- Documentation
- Team Collaboration
- Adaptability
- Attention to Detail
- Critical Thinking
Certifications And Awards
Billing Certificate
Timeline
Customer Service Contact Representative
Internal Revenue Service
01.2020 - Current
Front Desk Receptionist
AM Diabetes
03.2016 - 12.2019
Customer Care Agent
ATT
03.2003 - 07.2015
High School Diploma -
Southside High