Alicia Tisby
Aurora,CO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Dynamic leader with proven track record of successfully managing projects and initiatives and achieving desired business objectives. Skilled in developing and executing strategies, managing budgets and resources, and leading cross-functional teams. Consistently produces tangible outcomes that exceed expectations
Overview
11
11
years of professional experience
Work History
Before and After School Care Program Director
Rocky Mountain Kids
01.2021 - Current
- Consistently exceeded key performance indicators by adapting quickly to changes in program needs.
- Promoted an inclusive environment by actively engaging diverse populations in all aspects of programming.
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer/parent satisfaction by addressing and resolving escalated issues promptly and professionally.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Customer Service Collections Representative
Santander Consumer USA
06.2019 - 12.2020
- Provided thorough documentation of all interactions with customers, allowing for seamless handoffs between team members and accurate account management.
- Established rapport with customers through active listening and empathetic communication techniques.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Streamlined collections processes for improved efficiency and faster debt recovery.
- Assisted customers with financial education resources, empowering them to make informed decisions about their debts.
- Maintained accurate records of collection activities, ensuring compliance with company policies and industry regulations.
Paraeducator
Kenton Elementary School
08.2018 - 05.2019
- Provided essential support during standardized testing periods, administering exams according to guidelines while accommodating individual student needs per IEPs or 504 plans.
- Actively participated in regular team meetings to discuss student progress, share ideas, and collaborate on strategies for continued success.
- Monitored student progress through regular assessments, adjusting instructional methods accordingly to maximize effectiveness.
- Assisted students in achieving academic goals by providing one-on-one tutoring and small group instruction in various subjects.
After School Program Lead
City Of Aurora (Compass After School Program)
08.2018 - 05.2019
- Monitored student safety while conducting indoor or outdoor activities.
- Recognized individual achievements of participants celebrating their success within the group setting.
- Collaborated with school staff to ensure smooth transitions between daytime classes and after-school activities.
- Ensured compliance with local regulations governing after-school programs by maintaining proper documentation regarding attendance records health information emergency contact forms.
- Implemented effective behavior management strategies, creating a safe and supportive environment for all participants.
Waitress/Server
Texas Road House
06.2017 - 08.2018
- Streamlined order accuracy by effectively communicating with kitchen staff, resulting in fewer returned dishes.
- Consistently exceeded management''s performance expectations while adhering to company policies and procedures.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Increased repeat business by cultivating relationships with customers and providing memorable dining experiences.
Assistant Store Manager
Family Dollar
05.2016 - 05.2017
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
Assistant Store Manager
The Body Shop (Denver International Airport)
09.2015 - 05.2016
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Line Cook/ Waitress
Cherry Creek Harbor
02.2013 - 02.2014
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Addressed customer feedback professionally, implementing improvements where necessary to enhance the overall dining experience.
- Supported head chef during high-volume periods by efficiently executing complex tasks with precision under pressure.
Front Desk Receptionist
Quality Inn Suites
04.2015 - 09.2015
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Education
Associate of Applied Business - Internet And Interactive Digital Media Design
Easter Gateway Community College
06.2025
High School Diploma -
Smoky Hill High School
Aurora, CO05.2015
Skills
- Excellent verbal skills, able to defuse situations with effective communication
- Effectively communicate positive and constructive feedback
- Assisted customers with inquires, complaints, and product
- Advanced knowledge of technology
- Communicate strategies to improve sales
- Trained colleagues in customer relations and sales
- Flexible team player who prospers in having a great sense of adaptability
- Operations Oversight
- Coordinate weekly activities
- Teach children alternative ways to handle emotions through a positive outlet
- Recruit and train staff to enhance customer service
- Coordinate retail sales and promotional efforts
- Conduct training programs to educate sales professionals
- Financial Auditing
- Administration knowledge
- Policy Implementation
- Compliance Management
- Group and individual instruction
- Personnel Supervision
- Lesson Planning
- Budget coordination
- Organizational Leadership
- Academic advisement
- Classroom Management
- Complaint resolution
- One Call Resolution
- Policy Enforcement
- Performance Evaluations
- Decision-Making
- Team Development
- Positive and Constructive Feedback
- Handling Escalations
- Call Center Operations
- Delegating Work
Timeline
Before and After School Care Program Director
Rocky Mountain Kids
01.2021 - Current
Customer Service Collections Representative
Santander Consumer USA
06.2019 - 12.2020
Paraeducator
Kenton Elementary School
08.2018 - 05.2019
After School Program Lead
City Of Aurora (Compass After School Program)
08.2018 - 05.2019
Waitress/Server
Texas Road House
06.2017 - 08.2018
Assistant Store Manager
Family Dollar
05.2016 - 05.2017
Assistant Store Manager
The Body Shop (Denver International Airport)
09.2015 - 05.2016
Front Desk Receptionist
Quality Inn Suites
04.2015 - 09.2015
Line Cook/ Waitress
Cherry Creek Harbor
02.2013 - 02.2014
Associate of Applied Business - Internet And Interactive Digital Media Design
Easter Gateway Community College
High School Diploma -
Smoky Hill High School
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