ALICHA KILLION
Irvington,KY
Summary
Customer service professional with expertise in telecommunications. Skilled in client relationship management and process optimization to enhance satisfaction and drive business growth. Collaborative team player recognized for delivering quality service and fostering partnerships.
Overview
31
31
years of professional experience
Work History
Teller
First State Bank
Irvington, Kentucky
08.2026 - Current
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Maintained confidentiality of all customer records and information according to company policies.
- Built and maintained client relationships through quality, personalized interactions.
Customer Service Representative
Consumer Cellular
Irvington, Kentucky
06.2026 - 08.2026
- Resolved customer issues through effective communication and problem-solving.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Managed high call volumes while maintaining quality service standards.
Sr. Engineer Consultant - Network Engineering
VERIZON WIRELESS CORPORATION
Elizabethtown, KY
11.2021 - 12.2025
- Implemented Network Components. troubleshot, and tested all configurations in multiple internal platforms. Improved network reliability by 75%.
- Oversaw new roaming implementations and maintained relationships with domestic and international partners, averaging 300 implementations annually.
- Collaborated with 10+ departments to ensure timely and successful project completion.
- Built and maintained relationships with 200+ clients, delivering tailored solutions based on their needs.
- Achieved and upheld performance evaluation ratings above 90%.
Customer Service Coordinator
VERIZON WIRELESS CORPORATION
Elizabethtown, KY
03.2021 - 11.2021
- Managed customer inquiries across 3+ channels, improving response efficiency and service quality.
- Provided support to technical support, payment processing, and collection teams, assisting 20+ team members.
- Developed and implemented training materials for 20+ new hires, improving the onboarding process.
- Resolved 10+ complex customer issues monthly through collaboration with cross-functional teams, contributing to customer satisfaction.
Revenue Assurance Coordinator
BLUEGRASS CELLULAR
Elizabethtown, KY
07.2016 - 02.2021
- Supported daily operations for Revenue Assurance team, ensuring smooth workflow for 20+ members.
- Collaborated with management to implement process improvements across 3+ teams to increase productivity.
- Improved operational workflow efficiency by maintaining well-organized documentation systems and updating records accurately.
- Recorded and organized data entries into spreadsheets for accurate tracking., generated reports, and produced tracking documents for 5+ departments.
- Led initiatives for compliance with 1 department on corporate policies, ensuring adherence to industry standards and regulations.
- Developed and implemented training materials for 20+ staff members to improve performance and knowledge.
- Mentored 30+ junior staff, fostering professional growth and strengthening team capabilities.
- Enhanced customer satisfaction by responding promptly and professionally to 20+ inquiries daily.
- Coordinated cross-departmental projects to enhance operational efficiency and streamline communication.
Roaming Coordinator
BLUEGRASS CELLULAR
Elizabethtown, KY
07.1998 - 06.2016
- Coordinated 3+ cross-functional teams to streamline project workflows, enhancing communication and collaboration.
- Improved team productivity through regular communication and progress updates, fostering collaboration within 2 teams in the roaming department.
- Implemented 10+ process improvements to reduce project turnaround times and increase overall productivity.
- Managed 10+ project timelines for successful completion, ensuring deadlines were met and adhered to.
- Analyzed data trends to inform strategic decisions, optimizing resource allocation across 3+ departments for better efficiency.
- Mentored 30+ junior staff in best practices, fostering a collaborative team environment focused on continuous improvement.
- Developed comprehensive training materials for 20+ new staff, leading to quicker onboarding and higher initial productivity levels.
- Trained 5+ team members on new services and products to support daily job efforts.
- Enhanced customer satisfaction by responding promptly to 50+ daily inquiries and addressing concerns professionally.
- Monitored performance evaluations regularly to ensure ratings exceeded 90%.
File Clerk/Customer Service Representative
BLUEGRASS CELLULAR
Elizabethtown, KY
11.1995 - 06.1998
- Organized and maintained filing systems for 10+ departments, enhancing document retrieval efficiency.
- Assisted with document scanning and imaging projects to support accurate file backup for 10+ departments.
- Facilitated data entry and administrative support tasks for 20+ team members to help meet team goals.
- Answered 75 to 100+ incoming calls daily regarding customer bills, phones, plans, and general inquiries, ensuring effective communication.
- Cultivated trust-driven, empathetic relationships with 100+ clients daily, contributing to service performance that exceeded benchmarks.
- Documented 100+ detailed records daily of customer interactions, contributing to comprehensive database for future reference.
- Identified and resolved discrepancies and errors in customer accounts by 5%.
- Leveraged extensive product and service expertise to deliver outstanding customer service, contributing to a 15% increase in customer satisfaction and ensuring every customer received a positive, welcoming experience.
Education
Some College (No Degree) -
Elizabethtown Community And Technical College
Elizabethtown, KYHigh School Diploma -
Breckinridge County High School
Hardinsburg, KYSkills
- Customer support techniques
- Billing processing
- Customer interaction management
- Detail orientation
- Excel proficiency
- Word proficiency
- PowerPoint proficiency
- OneNote proficiency
- Computer proficiency
- Teamwork and collaboration
- Leadership skills
- Rapid learner
- Professional demeanor
Volunteer Experience
Verizon Wireless Volunteer Program, Senior Engineer Consultant, Participated in a range of volunteer activities that were supported through online sessions., Increased volunteer participation by 90% company wide.
Timeline
Teller
First State Bank
08.2026 - Current
Customer Service Representative
Consumer Cellular
06.2026 - 08.2026
Sr. Engineer Consultant - Network Engineering
VERIZON WIRELESS CORPORATION
11.2021 - 12.2025
Customer Service Coordinator
VERIZON WIRELESS CORPORATION
03.2021 - 11.2021
Revenue Assurance Coordinator
BLUEGRASS CELLULAR
07.2016 - 02.2021
Roaming Coordinator
BLUEGRASS CELLULAR
07.1998 - 06.2016
File Clerk/Customer Service Representative
BLUEGRASS CELLULAR
11.1995 - 06.1998
Some College (No Degree) -
Elizabethtown Community And Technical College
High School Diploma -
Breckinridge County High School