Alicia Hurt
Riverside,CA
Summary
Motivated Senior Customer Service; possessing excellent leadership and planning abilities. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management. With 15 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative Team lead
Guest Worldwide
Las Vegas, NV
01.2021 - 03.2024
- Assists with onboarding and continuous training of Customer Service Representatives (CSRs) on Call Center activities, company processes, operational procedures, current service policies, common resolution practices, technology tools and software proficiency (Talk desk, Salesforce.com, PeopleSoft, High Jump etc.)
- Supported services within the Call Center including but not limited to; participation in call and email queues, incident resolution (Escalation Calls) and support to the customers service operations team when needed
- Familiarized myself with every aspect of customer service representative functions and activities with the ability to effectively explain and teach individuals and small groups
- Assisted with call coaching and performance feedback
- Tracked and monitored training completion, prepared, and distributed status reports
- Identified gaps in CSR knowledge and recommended additional training
- Helped in maintaining and updating of SOP's, call scripts, training programs, reference guides, and all other material needed in supporting training program and processes within the Customer Experience organization
- Collaborated closely with all Customer Experience leadership/supervisor & other senior CSR's, sales support, sales training, operations, Sysco, and third-party technology vendors to maintain up-to-date information, processes, and customer experience standards.
CSR ll
Cognizant Technology Solutions
Las Vegas, NV
03.2018 - 01.2021
- Spoke to customers over the phone, email or online to resolve their questions and/or concerns
- Maintained and update customer information, as necessary
- Resolved and De-escalated customers issues
- Tracked call-related information for auditing and reporting purposes
- Maintained customer satisfaction
- Managed customer accounts
- Conducted customer service surveys
- Resolved customer issues
- Worked in the inbound call center
- Collected and documented orders
- Responded to inquiries and issues
- Responsible for troubleshooting applications.
Office Manager/Executive Assistant
Rapid Dental
Las Vegas, NV
10.2014 - 04.2017
- Put together treatment for patients, base on doctor recommendations and allocated fees based on insurance coverage
- Reviewed financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement
- Determined areas needing cost reduction and program improvement
- Corrected errors by making appropriate changes and rechecking patient charts by auditing them, to ensure that the desired treatment plans are performed
- Director and coordinator for activities, business meetings, luncheons for office staff and vendors
- Approved schedule, plan, and supervise the installation and testing of new products and improvements to computer systems
- Summarize budgets and submitted recommendations for the approval or disapproval of funds requests to insurances for treatment on patients.
Education
ASSOSICATE DEGREE - Health Science
CITRUS COLLEGE
05.2013
Skills
- Conflict Management
- Call Control
- Order Fulfillment
- Database Research
- Documentation Review
- Service Recommendations
- Account Management
- Escalation management
- Warranty claims
- Membership renewals
- Staff Training
- Database Management
- Customer Support
- Team monitoring
- Complaint resolution
- SOP Writing
- Credit card processing
- Returns and exchanges
- CRM Software
- Quality Assurance
- Cross-Functional Collaboration
- De-Escalation Techniques
- Payment Processing
- Process Optimization
Assessments
- Customer service, Proficient, 01/01/21, Identifying and resolving common customer issues
- Office manager, Proficient, 02/01/20, Scheduling and budgeting
- Call center customer service, Proficient, 05/01/21, Demonstrating customer service skills in a call center setting
- Written communication, Proficient, 05/01/21, Best practices for writing, including grammar, style, clarity, and brevity
Personal Information
Willing To Relocate: Anywhere
References
References available upon request.
Timeline
Senior Customer Service Representative Team lead
Guest Worldwide
01.2021 - 03.2024
CSR ll
Cognizant Technology Solutions
03.2018 - 01.2021
Office Manager/Executive Assistant
Rapid Dental
10.2014 - 04.2017
ASSOSICATE DEGREE - Health Science
CITRUS COLLEGE
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