Alisa Serrano
Customer Service
Raleigh,NC
Summary
Motivated professional with extensive experience in customer service, sales and administrative tasks.
Confident Dispatch Supervisor with meticulous record keeping and mentoring skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Dispatch Supervisor /Driver Trainer
Covenant Delivery Services
Durham, NC
04.2021 - 06.2022
- Modernized communications systems to improve productivity, reliability and efficiency.
- Analyzed project and vendor data and compiled information into presentations for internal purposes.
- Determined number of man hours required to complete assignments after reviewing scope of each project.
- Maintained meticulous employee records to accurately track attendance and productivity.
Call Center Representative
Walmart
Raleigh , NC
10.2018 - 04.2020
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted customers by answering questions and responding to inquiries.
- Educated customers on company systems, form completion and access to services.
Child Nutrition Assistant
Durham Public Schools
01.2017 - 05.2019
- Supported new schools and child nutrition vendor with health inspections and permitting.
- Processed dietary restrictions needed from school to vendor.
- Assisted child nutrition director with procurement research and acquisition.
- Developed and implemented action plans to improve nutrition deficiencies and excesses.
Receptionist
Durham Public Schools
Durham, NC
10.2016 - 04.2019
- Managed multiple tasks and met time-sensitive deadlines.
- Troubleshot copy machines and printers and scheduled service as needed.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Resolved customer problems and complaints.
Receptionist/ Customer Service
Aloft Durham Hotel
Durham, NC
01.2016 - 01.2017
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Provided ongoing guest service.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Promptly responded to inquiries and requests from prospective customers.
- Contacted clients to verify account information and maintain accuracy, resulting in Number% increase in client satisfaction.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Child Care provider
DERC, Durham Economic Resource Center
04.2014 - 10.2014
Mail clerk, Administrative assistant
Lincoln Community Health Center
01.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Weighed letters and packages and calculated costs based on classification, weight and destination.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Executed record filing system to improve document organization and management.
Internship Student
YO Durham Organization
Durham, NC
06.2013 - 06.2014
- It provides a summer career academy.
- Year-long Internship.
- Provides mentorship.
- Promotes service learning.
- Developed leadership skills.
- Advanced communication skills.
- Learning about work life.
Education
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Hillside High School
Skills
Vehicle MaintenanceTraining and educationEffective communicationOperations and logisticsEnergeticPrioritizing CallsCustomer RelationsGood listening skillsMultitasking abilitiesPeople Oriented Verbal
Records Maintenance
Records Maintenance
Coaching and onboarding
Positive communication skills
Attendance documentation
Updating logs
Delivery policies
Prioritizing calls
Routing orders
Dispatching field personnel
Closing tickets
Employee training
Customer Relations
Certification
Serve safe Certifed
Additional Information
GM- Brendan Rice (571-296-4112)
Sky Harris (919-314-7025)
Marcus Reed (609-724-6055)
Timeline
Dispatch Supervisor /Driver Trainer
Covenant Delivery Services
04.2021 - 06.2022
Call Center Representative
Walmart
10.2018 - 04.2020
Child Nutrition Assistant
Durham Public Schools
01.2017 - 05.2019
Receptionist
Durham Public Schools
10.2016 - 04.2019
Receptionist/ Customer Service
Aloft Durham Hotel
01.2016 - 01.2017
Child Care provider
DERC, Durham Economic Resource Center
04.2014 - 10.2014
Internship Student
YO Durham Organization
06.2013 - 06.2014
Mail clerk, Administrative assistant
Lincoln Community Health Center
01.2013
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Hillside High School