Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alfred D Pearson II

Houston

Summary

Efficient Retail Specialist known for productivity and task completion. Specialize in inventory management, customer service, and sales strategy. Excel at communication, teamwork, and adaptability to ensure success in fast-paced retail environments. Committed to enhancing customer experiences while achieving sales goals.

Overview

7
7
years of professional experience

Work History

Disney Retail Specialist

JPMorgan Chase
05.2024 - Current
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.

Customer Service Specialist

Hctra
05.2023 - 04.2024
  • Using available resources along with defined Collections and EZ TAG research procedures, establishes a professional, friendly rapport with customers by responding timely and accurately to all inquiries with regards to violation collection notices, disputes, de-escalations, scheduled or missed hearings, block registrations, payment plans, negotiations, CAO settlements, tag fulfillment, and EZ TAG account maintenance.
  • Performs duties related to the administrative hearing process to include creating, preparing, and maintaining pre/post dockets while providing assistance to the HCAO.
  • Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.
  • Meets daily qualitative and quantitative targets to maintain operational standards.
  • Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
  • Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed.

Customer Service Supervisor

Lenovo
08.2021 - 04.2023
  • Creating a daily spreadsheet using Excel to send to the entire team every morning.
  • Creating a monthly square report to send off to our finance department.
  • Utilizes metrics to improve performance of my agents.
  • Solving problems involving dissatisfied customers, offering discounts on billable quotes and support.
  • Engage, coach and train new team members to insure the achievement of company, success of agent and department goals.
  • Handling escalated issues with customers to ensure that appropriate changes were made to resolve customers problems.
  • Communicating with management on day-to-day issues providing updated billing policies, procedures, methods, and guidelines to my team.

Customer Service Specialist

PFS Group
01.2020 - 07.2020
  • Communicating with Spanish speaking patients to help them resolve their healthcare accounts.
  • Resolving issues, setting payment expectations, arranging payments and requesting information from patients.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  • In-depth knowledge of a each hospitals policies and guidelines.

Web Advisor

HostGator
06.2018 - 06.2020
  • Assist customers with secure and cost effective web hosting services and solutions across the globe.
  • Provide truly world class website hosting, domain hosting, and domain name registration services.
  • Exhibit excellent problem-solving skills, have the ability to learn web-based technologies quickly, and have efficient time-management skills.
  • On-board new customers to the website platform.
  • Use a software ticketing tool to address customer questions and issues and follow a strict process of analysis, documentation, and escalation to achieve resolution.
  • Work with the customer to understand their unique business challenges and initiatives.
  • Present detailed instructions and training on software capabilities.
  • Introduce new products, features and services.
  • Discuss and facilitate add-on and enhancement sales to customers.
  • Track and maintain all client communications and case documentation in software tools.
  • Maintain account portfolio documentation related to clients specific use of the software.
  • Conduct strategic check-in calls to ensure client expectations are being met.

Education

Diploma -

Benjamin Davis High School
06.2016

Skills

  • Active listening
  • Problem solving
  • Customer service excellence
  • Effective communication
  • Organizational skills
  • Team collaboration
  • Fast-paced adaptability
  • Leadership capabilities

Timeline

Disney Retail Specialist

JPMorgan Chase
05.2024 - Current

Customer Service Specialist

Hctra
05.2023 - 04.2024

Customer Service Supervisor

Lenovo
08.2021 - 04.2023

Customer Service Specialist

PFS Group
01.2020 - 07.2020

Web Advisor

HostGator
06.2018 - 06.2020

Diploma -

Benjamin Davis High School

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