Alicia Churn
McAllen,Texas
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
13
13
years of professional experience
Work History
IRS Customer Support
Senture
McAllen, TX
05.2023 - 05.2024
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzed common customer inquiries to identify trends and recommend process improvements.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality
Medication Aide/Rehab Nursing Technician
Encompass Health Rehabilitation Hospital
Austin, TX
05.2017 - 05.2022
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Maintained medication stock and cleaned patient rooms and equipment.
- Assessed patient needs in response to medications.
- Administered scheduled drugs under direct supervision of licensed nurse.
- Obtained, recorded and reported patient vital signs for medication administration.
Customer Service Representative
Sears
Roundrock, TX
08.2016 - 05.2017
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
Teleperformance
Edinburg, Texas
08.2013 - 08.2016
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Assistant to Director of Call Center
Penncro
McAllen, Texas
02.2012 - 08.2013
- Managed schedules by completing work accurately and on time.
- Handled incoming and outgoing mail, email and faxes.
- Cultivated and maintained relationships to promote positive work culture.
- Generated billing reports to meet strict deadlines.
Collections Agent
Penncro
McAllen, TX
11.2011 - 02.2012
- Identified past due accounts and contacted account holders to arrange payment.
- Contacted customers and explained debt management to encourage timely debt payments.
- Updated account status records and collection efforts.
- Placed outbound collections calls daily.
- Upheld privacy and security requirements for customer information.
Education
Associate of Applied Science - Surgical Technology
Texas State Technical College
Harlingen, TX05.2025
Associate of Science - Medical Assisting
South Texas Vocational Texas Institute
McAllen, Texas2011
High School Diploma -
McAllen High School
McAllen, Texas2010
Skills
- High customer service standards
- Strong problem solving ability
- Strong organizational skills
- Active listening skills
- Courteous demeanor
- Energetic work attitude
- Customer service expert
- Adaptive team player
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Dependable and responsible
- Excellent communication
- Friendly, positive attitude
- Teamwork and collaboration
Timeline
IRS Customer Support
Senture
05.2023 - 05.2024
Medication Aide/Rehab Nursing Technician
Encompass Health Rehabilitation Hospital
05.2017 - 05.2022
Customer Service Representative
Sears
08.2016 - 05.2017
Customer Service Representative
Teleperformance
08.2013 - 08.2016
Assistant to Director of Call Center
Penncro
02.2012 - 08.2013
Collections Agent
Penncro
11.2011 - 02.2012
Associate of Science - Medical Assisting
South Texas Vocational Texas Institute
High School Diploma -
McAllen High School
Associate of Applied Science - Surgical Technology
Texas State Technical College