Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ali Lette

Germantown,MD

Summary

Highly motivated with a desire to take on new challenges, also a consumer-focused individual with a proven track record in providing exceptional technical and general customer support. Possesses strong troubleshooting skills, effective communication abilities, de escalation methods, strong ability to multi-task to maintain customer satisfaction and contribute to company success.

Overview

6
6
years of professional experience

Work History

Lead Qualification Specialist

Quantum 3 Media LLC
04.2022 - 07.2023
  • Answered, screened and processed high volumes of in-bound and outbound calls daily with call management systems and web-based communications.
  • Maintained confidential consumer documentation to prevent data compromise and comply with HIPAA regulations.
  • Researched and resolved or escalated consumer issues and account discrepancies.
  • Maintained records of consumer interactions or transactions, thoroughly recording details of inquiries, as well as updated consumer and account information.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Maintained strong call control and quickly worked through scripts to address problems.

Mobile Expert/Technical Support Representative

T-Mobile
09.2019 - 03.2022
  • Demonstrated and sold mobile devices and technical products to guests, showcasing latest product features and capabilities.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Supported consumers with online billing, access and account issues.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Assisted consumers by troubleshooting and resolving technical problems.
  • Maintained large volume of outbound/ inbound technical service or consumer satisfaction calls to follow up on issues, achieving and maintaining high satisfaction ratings.

Help Desk Specialist/Customer Service Representative

The Home Depot
02.2017 - 06.2019
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
  • Fulfilled special orders in person and over telephone, generating additional revenue every month.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Completed high volume of outbound calls per day with above-average conversion rate.

Education

High School Diploma -

Seneca Valley High School
Germantown, MD
06.2018

Skills

  • Technical Troubleshooting
  • Customer Service
  • Ticket Management
  • Remote Support
  • Documentation and Reporting
  • Active Listening
  • Problem-Solving
  • Time Management
  • Adaptability
  • Willingness to Learn
  • Attention to detail
  • Data Entry
  • Call Control Skills
  • Technical Support
  • Quality Control
  • Consumer Education Proficiency
  • Consumer Satisfaction
  • Microsoft Office

Accomplishments

  • Recognized by company management as a top 10 agent for outstanding performance, team contributions, and high conversions.
  • Consistently maintained high customer satisfaction ratings.
  • Exceeded daily, weekly, and monthly sales goals, store revenue, and performance benchmarks consistently.

Timeline

Lead Qualification Specialist

Quantum 3 Media LLC
04.2022 - 07.2023

Mobile Expert/Technical Support Representative

T-Mobile
09.2019 - 03.2022

Help Desk Specialist/Customer Service Representative

The Home Depot
02.2017 - 06.2019

High School Diploma -

Seneca Valley High School

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Ali Lette