alicia stephens
Jacksonville ,FL
Summary
Versatile and results-driven professional with a proven track record at Citibank, adept in customer service and Microsoft Excel. Excelled in high-stress situations by leveraging critical thinking and active listening to enhance customer loyalty. Demonstrated ability to resolve complex issues, leading to significant improvements in customer satisfaction and retention.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Citibank
12.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Housekeeper
Touchpoint Medical
02.2022 - 12.2023
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
Health and Wellness Screener
Touchpoint Medical
06.2021 - 02.2022
- Streamlined screening process for increased efficiency and accuracy in assessing patients'' needs
- Enhanced patient experience by providing personalized health and wellness screenings.
- Ensured accurate documentation of screening results, facilitating effective communication between healthcare providers.
- Adapted quickly to changing organizational demands while continuing to deliver exceptional care during peak periods.
Teacher
Heart to Heart Christian Academy
08.2020 - 06.2021
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
Education
High School Diploma -
Baldwin Middle Senior High School
Jacksonville, FL05.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Microsoft Excel
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Microsoft teams
Certification
Med tech certification
Timeline
Customer Service Representative
Citibank
12.2022 - Current
Housekeeper
Touchpoint Medical
02.2022 - 12.2023
Health and Wellness Screener
Touchpoint Medical
06.2021 - 02.2022
Teacher
Heart to Heart Christian Academy
08.2020 - 06.2021
High School Diploma -
Baldwin Middle Senior High School