Alisha Branch
Memphis,TN
Summary
Results-driven customer service professional with 10+ years of experience in providing service to clients and guests. Proven ability to resolve complex customer issues, improve customer satisfaction ratings, and consistently meet or exceed service goals. Skilled in active listening, attention to detail, management, leadership, problem-solving, and effective communication. Adept at handling customer inquiries, resolving issues, and building strong relationships with clients. Proficient in [Microsoft]. Possess a strong work ethic, a positive attitude, and a commitment to exceeding customer and company expectations. Dedicated to delivering exceptional service and ensuring customer loyalty.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
Firstsource Solutions
01.2024 - 06.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping de-escalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Rewarded for low "wrap time," high call volume, quality scores over 90% with most sales, and 100% perfect attendance
Call Center Representative
Enterprise Products
03.2023 - 12.2023
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Assisted 10-15 customers requiring assistance per hour and placed outbound calls to secure service for those customers
- 10 consecutive months in the top 20% of best customer satisfaction surveys among a 700+ agent workforce
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Member Service Representative
BroadPath Healthcare
06.2022 - 01.2023
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Respond promptly to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintenance and adjustments to customer profiles
- 52% success rate for convincing store customers to take advantage of a program that would help them more efficiently manage their prescriptions
- Outreach to discuss patient’s maintenance medications
Customer Service Representative
Verizon Wireless
03.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Generate retail sales by using passion for cutting-edge technology, and exceptional customer service to expand the Verizon network.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Serviced clients 40% higher sales across store demographic.
Food Service Staff Member
Texas Roadhouse
08.2018 - 04.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- The ability to multitask effectively, while maintaining professionalism and providing quality service to up to 30 people with urgency and precision.
- Ability to maintain or exceed stores' GWAP percentage by 80%
- Adhere to OSHA and sanitation standards.
Education
Associate of Business Administration - Business Administration and Management
Southern New Hampshire University
Virtual Student01.2026
High School Diploma -
Southaven High School
Southaven, MS05.2010
Skills
- Service-minded
- Communication – verbal& written
- Data entry proficiency
- Conflict resolution
- Time management
- Problem-solving
- Microsoft Office
- Dependability
- Proactive planning
- Data Entry
- Active Listening
- Empathy
Timeline
Healthcare Customer Service Representative
Firstsource Solutions
01.2024 - 06.2024
Call Center Representative
Enterprise Products
03.2023 - 12.2023
Member Service Representative
BroadPath Healthcare
06.2022 - 01.2023
Customer Service Representative
Verizon Wireless
03.2020 - 02.2022
Food Service Staff Member
Texas Roadhouse
08.2018 - 04.2020
Associate of Business Administration - Business Administration and Management
Southern New Hampshire University
High School Diploma -
Southaven High School