Alicia Phaison
Temple Hills,MD
Summary
Service professional ready to contribute valuable customer service experience and problem-solving skills. Known for improving client satisfaction and resolving issues swiftly. Team-oriented with focus on achieving results and adapting to changing needs. Proficient in communication and relationship-building, consistently reliable and flexible.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Representative A
Pepco Holdings
Upper Marlboro, MD
02.2016 - Current
- Assisted customers with inquiries and service requests, ensuring prompt resolution.
- Handled billing issues efficiently, maintaining positive customer relationships throughout the process.
- Resolved customer inquiries with high accuracy and efficiency, enhancing overall satisfaction.
- Managed escalated calls, providing solutions that aligned with company policies and customer expectations.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels.
Customer Service Representative
Capital One Bank, MD
MD
01.2014 - 2016
- Assisted customers by answering questions about bank products and troubleshooting any challenges encountered.
- Coordinated the cancellation of stolen bank cards and ensured timely issuance of new cards to support customer account integrity.
- Decipher customer needs and offer the best solution based on proper company policies
- Managed and processed multifaceted money-related transactions while adhering to compliance standards.
- Assisted in providing upgrades and new banking services to clients. Supported teams in implementing innovative banking products. Contributed to enhancing customer satisfaction through service improvements.
- Effectively communicate ideas, suggestions and answers
- Recognized and rewarded for consistently going above and beyond to meet customer expectations, resulting in a significant increase in positive feedback and commendations.
- Conducted thorough reviews of customer accounts to identify and resolve discrepancies and errors.
Senior Administrative Assistant
National Association of Child Care Resource and Referral Arlington, VA
Arlington, VA
01.2008 - 2013
- Overseeing the administrative department in the absence of the supervisor.
- Organized and prepared weekly team meetings for the department.
- Answering internal and external calls regarding the status of sponsor and provider applications Responsible for Accepting and entering Army, Marine, Navy and Air force applications for Child Care Subsidy. Scanned and assigned cases for Child Care coordinator review
- Followed up with sponsors and/or providers via email to request additional documentation if needed to ensure approval.
- Assisted in processing payments for the payment department.
- Managed incoming documents received via fax and forwarded documents to assigned child care coordinator.
- Processed exception request National Guard families.
Education
High School Diploma -
Calvin Coolidge
Washington, DC06-2003
Some College (No Degree) - Business Administration
Agrosy University
Skills
- Proficient in Microsoft Excel, Microsoft Power Point, Microsoft Word and Word Perfect
- Proficient in typing 65 words per min/ Strong customer service skills
- Excellent comprehension skills to communicate orally and writing task
- Efficient with adding machines, scanners, Xerox machines, fax machines and multiply types of computers
Certification
CPR Certification
Timeline
Service Representative A
Pepco Holdings
02.2016 - Current
Customer Service Representative
Capital One Bank, MD
01.2014 - 2016
Senior Administrative Assistant
National Association of Child Care Resource and Referral Arlington, VA
01.2008 - 2013
Some College (No Degree) - Business Administration
Agrosy University
High School Diploma -
Calvin Coolidge