ALISA WILKINS
Henderson,United States
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers a skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Franklin Energy
Port Washington, Wisconsin
04.2024 - Current
- Addressed and resolved customer complaints through effective communication and problem-solving strategies, ensuring a positive experience.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted customers in navigating energy efficiency programs and services to enhance understanding and utilization.
- Educated customers on program eligibility and application procedures for incentives.
- Investigated customer complaints regarding product quality or service rendered.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Consulted with customers regarding needs and addressed concerns.
- Conducted follow-ups with customers post-resolution to confirm satisfaction and reinforce trust in support services.
- Recorded customer interactions in CRM software for accurate documentation.
- Worked with team members to improve support processes and service delivery.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Participated in team meetings to discuss service improvements and share insights from customers.
- Participated in team meetings to discuss strategies for improving customer experience.
Customer Advocate
Paycor
09.2022 - 01.2024
- Provided exceptional customer service and support as a Customer Advocate at Paycor. I built strong client relationships and effectively communicated with customers to understand their needs and provide personalized solutions. I utilized my confidence and creative problem-solving skills to address customer challenges and ensure their satisfaction. Additionally, I employed customer-centric selling techniques to upsell and cross-sell products and services, contributing to the overall success of the company.
- Delivered personalized customer service by engaging clients to identify needs and provide tailored solutions.
- Engaged customers to gather insights and customize solutions, while improving their overall experience.
- Applied creative problem-solving techniques to resolve customer issues, significantly enhancing satisfaction.
- Implemented targeted selling strategies to promote additional products and services to customers.
Education
BA -
University of Washington
Skills
- Customer Service
- Customer Issue Resolution
- Customer-Centric Selling
- Salesforce
- Technical assistance
- Problem-Solving
- Communication
- Relationship Building
- Team collaboration
- Active listening
- Professional Attitude
- Remote Support Tools
Timeline
Customer Support Specialist
Franklin Energy
04.2024 - Current
Customer Advocate
Paycor
09.2022 - 01.2024
BA -
University of Washington