Alicia Drew
Philadelphia,PA
Summary
Dynamic professional with a proven track record in complaint resolution and multi-task management, honed across roles at Walmart and Independence Blue Cross. Excelled in enhancing customer satisfaction through effective problem-solving and a high-energy attitude. Skilled in Microsoft Office Suite, adept at improving service quality, with a focus on achieving positive outcomes.
Overview
19
19
years of professional experience
Work History
Overnight Stocker
Walmart
05.2023 - Current
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Received, sorted and processed incoming stock and materials to prepare the stock for storage or shipment.
- Greeted store customers and discussed needs.
- Kept work areas neat, clean and free from debris.
Customer Service Representative
Healthcare Recovery Solutions
04.2022 - 05.2023
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Digital Shopper
Walmart
09.2020 - 01.2022
- Tracked substitutions and informed customers of changes.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Worked productively with customers to meet order requirements and service expectations.
Lead Client Service Representative
Independence Blue Cross
10.2015 - 08.2018
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative
Independence Blue Cross
10.2005 - 10.2015
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Education
GED -
Temple University
Philadelphia, PA09-1997
Skills
- Complaint resolution
- High-energy attitude
- Problem-solving
- Office equipment proficiency
- Multi-task management
- Quality control
- Follow-up skills
- Data entry
- Courteous demeanor
- Call center procedures
- Microsoft Office Suite
Timeline
Overnight Stocker
Walmart
05.2023 - Current
Customer Service Representative
Healthcare Recovery Solutions
04.2022 - 05.2023
Digital Shopper
Walmart
09.2020 - 01.2022
Lead Client Service Representative
Independence Blue Cross
10.2015 - 08.2018
Customer Service Representative
Independence Blue Cross
10.2005 - 10.2015
GED -
Temple University