Alicia Mccollum
Washington,District of Columbia
Summary
Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Polite and professional employee. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
15
15
years of professional experience
Work History
Call Center Representative
Department of Justice
10.2022 - Current
- Assessed customer needs and escalated calls to specific departments
- Complied with data security and confidentiality policies to safeguard customer information
- Answered incoming calls, chat messages and email communications to handle product concerns
- Displayed positive, professional and empathetic tone to deliver consistently superior service.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Security Officer
Admiral Security
06.2017 - Current
- Secured building against unauthorized access and conducted regular patrols
- Responded quickly to medical and building emergencies
- Helped guests sign in upon arrival and sign out when exiting premises
- Checked interior offices after business hours to confirm entries were locked and secure.
Administrative Assistant Intern
CBRE
02.2014 - 02.2017
- Answered customer questions about available products and services
- Received and distributed incoming mail and digital correspondence
- Directed calls based on query type to streamline support
- Entered information onto digital systems to maintain data quality and accuracy.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted with organization and maintenance of office filing system for easy retrieval of information.
- Increased accuracy of documentation by proofreading, editing, and formatting reports and presentations.
- Prepared and edited documents and reports for quality and accuracy.
Security Officer
Allied Universal
10.2009 - 03.2015
- Responded quickly to medical and building emergencies
- Warned persons of rule infractions or violations and apprehended or evicted violators from premises
- Communicated regarding incoming admissions, visits and deliveries to appropriate staff
- Responded to alarms and investigated disturbances.
Education
Associate in Arts (A.A.) - Criminal Justice -
Fairmont State University
Fairmont, WVDiploma -
Frank W Ballou SHS
Washington, DCSkills
- Detail-oriented
- Cisco Jabber/Cisco Finesse
- Customer service orientation
- Microsoft word/Excel
- Interpersonal skills
- Complex Problem-Solving
- Problem-solving skills
- Data Entry
- Customer Support
- Customer Service
- Technical Support
- Administrative and Office Support
Additional Information
Active DOJ security clearance.
Timeline
Call Center Representative
Department of Justice
10.2022 - Current
Security Officer
Admiral Security
06.2017 - Current
Administrative Assistant Intern
CBRE
02.2014 - 02.2017
Security Officer
Allied Universal
10.2009 - 03.2015
Associate in Arts (A.A.) - Criminal Justice -
Fairmont State University
Diploma -
Frank W Ballou SHS