ALICIA HAMMOND
North Las Vegas,NV
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Customer Medication Service Support
Mckesson
Remote, Nevada
12.2025 - 02.2026
- Resolved issues through knowledgeable service, promoting high customer satisfaction.
- Utilized advanced technical skills to troubleshoot complex problems and implement solutions.
- Assisted customers with inquiries to enhance satisfaction levels.
- Collaborated with cross-functional teams to meet organizational objectives.
- Streamlined processes and optimized performance with various software tools.
- Executed daily duties accurately and efficiently, ensuring operational excellence.
Catering Customer Specialist
IntouchCX
Las Vegas, Nevada
09.2025 - 12.2025
- Addressed customer complaints through active listening and effective problem-solving.
- Facilitated order placements, refunds, and exchanges to ensure seamless transactions.
- Answered incoming customer inquiries via phone, email, and live chats.
- Leveraged CRM software to track and manage customer issues and follow-ups.
CSR Energy Representative
Everise
Remote, NV
06.2025 - 09.2025
- Achieved 90% quality assurance rating by delivering high-quality customer service support.
- Managed escalations and executed strategies to enhance customer retention and satisfaction.
- Assisted in troubleshooting billing inquiries and account updates for timely resolutions.
- Leveraged Salesforce and Microsoft Office to effectively manage customer accounts and document resolutions.
Customer Service Representative-Lead
Unique Renovation Inc.
01.2021 - 06.2025
- Handled 80+ daily inbound/outbound calls, effectively resolving claims, account inquiries, and billing issues.
- Partnered with cross-functional teams to resolve complex issues, achieving 95% post-call satisfaction.
- Delivered empathetic, timely support while ensuring adherence to compliance and company guidelines.
- Maintained organized customer records in Salesforce and Zendesk, enabling precise follow-up.
Call Center Representative
Omni Interactions
01.2020 - 12.2020
- Handled 100+ customer calls per shift, providing technical troubleshooting and addressing service requests to enhance customer satisfaction.
- Exceeded performance metrics for first-call resolution and accuracy, contributing to overall team success.
- Trained new hires on call scripts and compliance, fostering adherence to standards and improving case management efficiency.
- Updated records and processed claims-related service orders, ensuring accurate documentation and timely service.
Education
Bachelor of Arts - Sociology
San Jose State University
San Jose, CASkills
- Customer Service Management
- Documentation & Processing
- Data Entry & Data Accuracy
- Microsoft Office Suite
- Conflict Resolution
- HIPAA Compliance
- Time Management
- Multitasking
- Technical Support
- Claims Processing
- Customer Relationship Management
- CRM Software Expert
Timeline
Customer Medication Service Support
Mckesson
12.2025 - 02.2026
Catering Customer Specialist
IntouchCX
09.2025 - 12.2025
CSR Energy Representative
Everise
06.2025 - 09.2025
Customer Service Representative-Lead
Unique Renovation Inc.
01.2021 - 06.2025
Call Center Representative
Omni Interactions
01.2020 - 12.2020
Bachelor of Arts - Sociology
San Jose State University