ALICIA SIPRIANO
Stride, Inc.
Dallas,TX
9
years of professional experience
1
Certification
2
Languages
Results-driven professional with over eight years of experience in sales management and customer service, consistently exceeding performance targets. Demonstrates adaptability to new challenges and environments, ensuring swift integration into diverse teams. Proven problem-solving skills complemented by a strong ability to build and maintain client relationships. Committed to enhancing team success and delivering measurable outcomes.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Work History
Technical Support Specialist
1 Year 3 Months- Technical Troubleshooting: Evaluated, diagnosed, and resolved tier-1 and tier-2 technical challenges involving login credentials, password resets, browser configurations, and hardware functionality for virtual learners.
- LMS Application Support: Delivered end-user navigation support for K12 virtual classroom platform and proprietary learning systems, enhancing daily lesson delivery.
- Multi-Channel Delivery: Handled high volume of technical inquiries through inbound calls, live chat, and support emails in fast-paced virtual call center, ensuring timely resolution.
- Onboarding Guidance: Guided newly enrolled families through initial account setup, software installations, and platform connectivity checks to facilitate a "Strong Start".
- Documentation & Data Quality: Maintained meticulous account notes, ticket logs, and technical documentation within internal tracking systems to ensure accurate escalation pathways.
- Collaborative Problem Solving: Collaborated with school administration, teachers, and IT departments to identify system bugs and improve digital user experience.
- EdTech Frameworks: K12 Online Learning Management System (LMS), Google Classroom, Clever, Single Sign-On (SSO), Student Information Systems (SIS).
- Technical Proficiency: Hardware Diagnostics, Software Troubleshooting, Operating Systems (Windows/ChromeOS), Ticket Management Systems, Account Management.
- Soft Skills: Empathetic Customer Service, High-Volume Communication, Active Listening, Adaptability, Incident Resolution, Patient Parent/Student Training.
Licensed Insurance Agent
1 Year 6 Months- Identified cross-selling opportunities, increasing policy uptake among existing customers.
- Built strong, sustainable relationships with customer accounts through proactive communication.
- Built sustainable relationships with customer accounts through open communication.
- Resolved customer complaints by providing timely solutions and ensuring consistent follow-up.
- Provided accurate and complete information using appropriate methods and tools.
- Maintained records of customer interactions and processed customer accounts.
- Facilitated client enrollment in ACA plans through the health insurance marketplace.f
Benefits Counselor
3 Months- Executed retiree enrollment into insurance products, ensuring alignment with individual health and dental needs.
- Executed enrollment of retirees into suitable insurance products, including health and dental plans.
- Provided ongoing post-enrollment support, effectively addressing inquiries and enhancing understanding of medical benefits.
- Managed inbound service calls, delivering accurate information and resolving retiree issues.
- Utilized problem-solving skills and active listening to uncover customer needs and questions.
- Achieved or surpassed monthly sales and service performance metrics.
- Managed inbound service calls, delivering accurate information and resolving retiree issues to improve overall satisfaction.
- Completed annual AHIP certification to maintain industry knowledge.
Claims Representative
10 Months- Applied knowledge of policies, procedures, laws, and insurance regulations to assess coverage and liability.
- Investigated and evaluated claims, negotiating settlements to achieve favorable outcomes.
- Communicated with customers via telephone, written correspondence, and electronic media to ensure clarity and understanding.
- Managed workload using task-driven queues, effectively prioritizing tasks in a fast-paced environment.
- Provided personalized support to customers, addressing concerns and enhancing overall satisfaction.
Branch Manager
1 Year 7 Months- Managed operations and productivity at insurance company, resulting in enhanced operational efficiency.
- Managed operations and productivity at insurance company to enhance efficiency.
- Identified and analyzed risks related to insurance policies.
- Created and modified procedures and documents for policy management.
- Directed information flow for claimants, streamlining support processes and improving claimant experience.
- Managed insurance data for accurate reporting and analysis.
- Determined premium rates and assessed cash reserves for future benefit payments.
- Determined premium rates and assessed cash reserves to ensure financial stability for future benefit payments.
Education
Cosmetology
diploma
(High School Diploma)
Skills
Technical troubleshooting
Remote IT implementation
Remote support
Customer support
Remote diagnostics
Hardware configuration
Software debugging
Application support
Customer experience management
Security protocols
System provisioning
Data recovery
Operating systems
Certification
Cosmetology License, July 2026, Driver's License
Languages
- English
- Native
- Spanish
- Expert
Personal Information
Driving License: Driver's License
Timeline
Technical Support Specialist
Stride, Inc.
07.2025 - 10.2026Read More
Licensed Insurance Agent
American Health Marketplace
11.2023 - 05.2025Read More
Benefits Counselor
Mercer
07.2023 - 10.2023Read More
Claims Representative
State Farm Mutual Automobile Insurance Company
02.2022 - 12.2022Read More
Branch Manager
Baja Auto Insurance
12.2017 - 07.2019Read More
Plano Senior High School
diploma
Read More
Remington College
Cosmetology
Read More