Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alicia Morse

Van Buren,AR

Summary

Dedicated FLEX Trainer with experience in the health insurance industry, skilled in delivering clear and engaging training sessions for new hires. Strong ability to manage multiple communication channels, track agent progress, and provide timely support. Experienced in teaching systems, tools, and processes related to healthcare insurance, while staying organized and ensuring accurate time tracking. Committed to creating a positive and productive learning environment.

Overview

10
10
years of professional experience

Work History

Flex Trainer

Conduent
08.2024 - Current
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Gathered, organized and input information into heatmap and other systems.
  • I stay on top of any missed time from agents and fixed it when needed.
  • Train the whole class on systems and other important topics

Customer Service Representative

Summit Utilities
06.2022 - 05.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Self Checkout Host

Walmart
11.2019 - 08.2020
  • Assisted customers with self-checkout machine operations.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Monitored and circulated throughout assigned areas to identify signs of potential security and safety issues.
  • Engaged with customers and offered assistance upon entry into store.

Assistant/Janitor

American Piping And Boiling Works
02.2016 - 12.2019
  • Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
  • Kept public pathways clear of safety hazards and spills with regular checks and attention.
  • Answered incoming phone calls to process request, transfer calls, or relay messages to appropriate personnel.
  • Reviewed and edited documents for accuracy, grammar and clarity.

Education

Diploma -

Cedarville High School
Cedarville, AR
2019

Skills

  • Microsoft Word
  • Customer Service Skills
  • Lesson planning
  • Learning styles
  • Team Development
  • Computer Proficiency
  • Customer Satisfaction
  • Microsoft Excel
  • Attention to detail
  • Team building
  • Conflict resolution

Timeline

Flex Trainer

Conduent
08.2024 - Current

Customer Service Representative

Summit Utilities
06.2022 - 05.2023

Self Checkout Host

Walmart
11.2019 - 08.2020

Assistant/Janitor

American Piping And Boiling Works
02.2016 - 12.2019

Diploma -

Cedarville High School

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