Alicia Jones
Richmond,VA
Summary
Motivated and results-driven Customer Support professional with 7 years of experience delivering outstanding support in high-volume environments. Proven ability to manage multiple phone lines, adhere to average handle time (AHT) targets, and maintain high customer satisfaction ratings. Known for strong communication, reliable follow-through, and the ability to adapt quickly to changing business needs. Adept at conflict resolution, cross-department collaboration, and consistently meeting or exceeding KPI goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Health and Wellness Coach Remote
Total Life Changes
Richmond, VA
02.2020 - Current
- Managed a team of 150+ associates, providing support, troubleshooting assistance, and performance guidance
- Maintained accurate client records and monitored performance against individual health objectives.
- Conducted follow-up outreach after sales to assess satisfaction and identify additional service needs.
- Led a team of professionals by providing mentorship, coaching, and performance support.
- Developed and implemented targeted recruitment strategies to attract top talent across diverse industries.
Senior Resolution Coordinator Remote
Walmart
Bentonville, AR
07.2023 - 08.2024
- Handled an average of 50+ inbound calls daily, resolving inquiries related to billing, product information, and technical support, while maintaining a 90% first call resolution rate.
- De-escalated challenging customer issues by employing active listening and empathy, resulting in a 15% reduction in complaint escalations.
- Delivered high-quality customer support by resolving complex inquiries via phone, email, and chat.
- Maintained and updated customer accounts, processed orders, and tracked service requests through CRM.
- Collaborated with cross-functional teams (sales, billing, technical support) to ensure seamless service delivery.
Tier 1 CSR
Maximus
Chester, VA
11.2019 - 12.2020
- Handling 30+ inbound calls per day, providing accurate guidance on healthcare and insurance inquiries.
- Consistently achieved a below-target average handle time (AHT) of under 5 minutes, leading to improved efficiency and customer satisfaction.
- Collaborated with the QA team to develop standard call scripts and best practices, increasing overall team performance by 10%.
- Adhered to strict data privacy guidelines and company policies, maintaining 100% compliance in call monitoring audits.
Education
Small Business Management
Richard Bland College
Petersburg, VASkills
- Data Entry Software: [eg, Microsoft office, Excel, Google Sheets, QuickBooks]
- Customer Focus
- Database Management: [eg, SQL, CRM systems]
- Quality Assurance & Performance Metrics
- Time Management & Multitasking
- Active Listening & Empathetic Communication
- First Call Resolution (FCR) & Average Handle Time (AHT)
- CRM & Call Center Software (eg, Five9, Genesys, Avaya)
Certification
- CNA - Certified Nurse Assistant
Timeline
Senior Resolution Coordinator Remote
Walmart
07.2023 - 08.2024
Health and Wellness Coach Remote
Total Life Changes
02.2020 - Current
Tier 1 CSR
Maximus
11.2019 - 12.2020
Small Business Management
Richard Bland College
Key Achievements
● Awarded “Top Performer” for maintaining a 95% customer satisfaction (CSAT) rating over four consecutive quarters.
● Recognized for excellent communication and problem-solving skills, evident in consistently high QA review scores.