Alicia Taylor
Customer Service Representative
Dawson,GA
Summary
Actively seeking a customer service position where I can optimize my problem-solving and organizational skills to contribute to increased customer satisfaction, Strong multitasking skills and fast learning ability ensure quick contribution to your customer service team.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Windstream Telecommunications
Moultrie, Georgia
12.2020 - Current
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled over 100+ calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Investigated and resolved customer inquiries and complaints quickly.
Administrative Assistant
BMW Of Albany
Albany, GA
07.2019 - 12.2020
- Warmly greet and welcome clients and other quests to the dealership.
- Answer multi-line telephone system, determine caller’s needs and route to the appropriate department.
- Greet visitors, determine their needs and contact the appropriate department for visitor escort.
- Manage the waiting area and amenities; ensure that the snack area is always clean and fully stocked.
- Actively listen to clients’ needs in order exceed client’s expectations, solve problems, and de-escalate issues.
- Generate courtesy car loaner agreements, explain terms to clients, collect required documentation, and complete vehicle inspections.
- Check-in courtesy cars being returned by clients when picking up their vehicle from service.
- Check-in clients for service appointments and ensure that no client waits too long to speak with an advisor.
- Check-out clients picking up their vehicles from service, collect payment, and connect them with their advisor or manager if they have questions. Support the active delivery process.
Customer Service Representative
Transcom Work From Home
Denver, Colorado
04.2017 - 07.2019
- Handle and carefully respond to all customer inquiries.
- Provide excellent customer service through active listening.
- Meet and exceed sales goals with the proven ability to advance sales and build customer relationships.
- Identify hesitations, overcome objections, and close the upsell.
- Work with confidential customer information and treat it sensitively; communicate with customers.
- Reinforce, communicate, and review the purchase decision throughout the customer interaction.
- Aim to resolve issues on the first call by being proactive in your customer service approach.
- Resolve customer’s service or billing complaints by performing activities such as exchanging
- merchandise, refunding money, or adjusting bills
- Recommend improvements in products, packaging, shipping service, or billing methods and procedures to prevent future issues.
- Resolve an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume). Responds to emails, chats and answers retention calls.
- “Go-to" person for new reps and particularly challenging calls as one of the company's mentors and trainers of both new and established employees.
Education
Patient Care Assist
Albany Technical College
Albany, GA 05.1999 - 07.1999
High School Diploma
Terrell Middle High School
Dawson, GA 08.1992 - 05.1996
Skills
Administrative Assistant
Technical Assistance
Sales Knowledge/Skills
Billing
Salesforce
Positive Attitude
Listening/Critical Thinking
Microsoft Office
Retention Skills
Medical Terminology
Detail-Oriented
Call Center Skills
Account Management
Program Management
Performance Management
Multi-Line Phone System
Zendesk
Timeline
Customer Service Representative
Windstream Telecommunications
12.2020 - Current
Administrative Assistant
BMW Of Albany
07.2019 - 12.2020
Customer Service Representative
Transcom Work From Home
04.2017 - 07.2019
Patient Care Assist
Albany Technical College
05.1999 - 07.1999
High School Diploma
Terrell Middle High School
08.1992 - 05.1996