Experienced Customer Service Representative that brings 5+ years of applying exceptional customer service, conflict mediation and communication skills to address over 80+ diverse needs daily by smoothly mitigating customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Hi, I’m
Alicia C. Surles
Raleigh,NC
Summary
Overview
5
years of professional experience
Work History
Continuum Global SolutionsRemote, NC
Customer Care Associate I
07.2022 - Current
Job overview
- Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Followed up on outstanding issues to increase resolutions and maintain customer satisfaction.
Tidal Electrical Services
Dispatcher/ Customer Service Representative
07.2021 - 07.2022
Job overview
- Entered work orders into field services system, process PO’s and maintain lead logs.
- Acted as direct liaison between management and field personnel for implementing new and revised company policies and procedures.
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Controlled costs with optimized route plan to maximize daily appointments and minimize time or field waste.
- Served as mediator to settle conflicts and discrepancies between field personnel and management.
- Prioritized customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Siemens Healthineers
Dispatcher
08.2020 - 07.2021
Job overview
- Mastered an integrated work order system (SAP)
- Closely monitored dispatch board to triage and prioritize over 85 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards for over 35 fleet vehicles.
- Monitored flow of paperwork and directed information to appropriate departments.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Affordable Care
Patient Service Representative
08.2019 - 08.2020
Job overview
- Utilized Microsoft Excel to schedule appointments based on need of the patient and times at over 300 individually owned practices.
- Facilitated communication between patients and various departments and staff.
- Organized patient records and database to facilitate information storage and retrieval.
- Offered simple, clear explanations to help clients and families understand doctor office payment options as well as policies and procedures.
Target
Sales Floor Team Member
08.2017 - 08.2018
Job overview
- Remained current on available products, store promotions and customer service policies to better assist with any need
- Serviced customers by completing purchases, moving heavy items, collecting payments and bagging purchases.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Education
Wake Technical Community CollegeRaleigh, NC
Associate of Applied Science
05.2025
University Overview
Middle Creek High SchoolApex, NC
High School Diploma
06.2016
University Overview
Skills
- Data Evaluation
- Customer Relations
- Online Chat
- Active Listening and Communication
- Problem Resolution
- Microsoft Office
- Sales Quota Achievement
- Technical Support and Assistance
- Inbound /Outbound Customer Service
- Customer Retention Strategies
- Keen Attention to Detail
- Organizational Leadership
- Document and Records Management
- Effective Working Relationships
Affiliations
Affiliations
2019 – Pharmacy Technician
Fast Track Career Prep, Inc. – Wilson, NC 27896Timeline
Customer Care Associate I
Continuum Global Solutions
07.2022 - Current
Dispatcher/ Customer Service Representative
Tidal Electrical Services
07.2021 - 07.2022
Dispatcher
Siemens Healthineers
08.2020 - 07.2021
Patient Service Representative
Affordable Care
08.2019 - 08.2020
Sales Floor Team Member
Target
08.2017 - 08.2018
Wake Technical Community College
Associate of Applied Science
Middle Creek High School
High School Diploma
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