Alicia James
Oswego,IL
Summary
Outgoing Customer Service Representative / Front End Cashier bringing 10 years of experience Customer service roles. Excellent math skills. Quickly calculates and processes transactions. Strong product knowledge and understanding of target customers. Talented at enhancing customer service and resolution of escalated issues.
Overview
10
10
years of professional experience
Work History
Front End Cashier
Burlington
Oswego, IL
10.2022 - Current
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and responded to requests for information.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Processed credit card, Vouchers and gift certificate payments with electronic computer system.
- Operated register system to process new purchases, item returns, and merchandise exchanges.
- Processed refunds and exchanges in accordance with company policy.
Supervisor
Centene Corp.
Naperville, IL
05.2015 - 04.2016
- Direct Supervision of 23 employees
- Identified and corrected performance and personnel issues negatively impacting team and business operations.
- Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Resolving issues and deescalating complaints in a timely manner
Website Coordinator
Centene Corp.
Naperville, IL
12.2014 - 05.2015
- Resolution of provider and member inquires via written telephonic communication.
- Served as liaison between member and provider services and other internal departments.
- Educate providers regarding claims issues, policies and member benefits
- Troubleshot issues with websites and fixed scripting and use issues.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Team Lead
Centene Corp.
Westmont, IL
07.2013 - 12.2014
- Responsible for team of 15 employees
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Documented daily production levels, keep management informed of all activities.
- Trained new team members by relaying information on company procedures and safety requirements.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
George W Collins High School
Chicago, ILSome College (No Degree) - Business Management
National Louis University
Chicago, ILSkills
- ID Verification
- Customer Complaint Resolution
- Cash Handling
- Billing and Payment Processing
- Credits and Refunds
- Customer Relations
Timeline
Front End Cashier
Burlington
10.2022 - Current
Supervisor
Centene Corp.
05.2015 - 04.2016
Website Coordinator
Centene Corp.
12.2014 - 05.2015
Team Lead
Centene Corp.
07.2013 - 12.2014
High School Diploma -
George W Collins High School
Some College (No Degree) - Business Management
National Louis University