Alisha Figueroa
Kenansville,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer service/care industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Dependable team member trained in register operations and customer service. Contributes to smooth front-end operations and goes beyond requirements to handle customer needs. Reliable, team-oriented, and efficiently completes assignments.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
10
10
years of professional experience
Work History
Front Desk Manager/Customer Service Representative
Boggy Creek Resort And Rv Park
Kissimmee, FL
01.2014 - 12.2017
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
Front Desk Receptionist/Tech Support/
St. Cloud Chamber Of Commerce
St. Cloud, FL
01.2016 - 12.2018
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
- Set up meetings for BOD
- Set times for meetings in our chamber room
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Updated customer information in databases regularly to ensure accuracy of records.
- Generated monthly reports summarizing sales activities, customer feedback surveys and other relevant data.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
Customer Service Representative
Allstate Insurance Co
St. Cloud, FL
03.2019 - 11.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed strong customer relationships to encourage repeat business.
- Made outbound calls to obtain account information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Researched insurance plans to find good options for clients' needs.
- Pursued new clients through various marketing strategies to grow existing portfolio of policyholders.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Prepared proposals and conducted closing interviews to sell insurance products.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Followed up with customers to check on changing needs and propose new offerings.
- Wrote policies, finalized documents and filed paperwork.
- Evaluated and pursued sales leads obtained through direct referrals, networking, marketing, cold-calling and lead databases.
- Offered information about policy and coverage details.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
Customer Care Representative
Alight Solutions
Kenansville, FL
08.2022 - 04.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Audited customer account information to identify issues and develop solutions.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Recommended potential products or services after analyzing customer needs.
- Educated customers where applicable to alleviate need for future contact.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Delivered customer support to high call load each shift.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Maintained high satisfaction score by consistently resolving first-call issues.
Certified Travel Agent
Oasis Destinations Travel
St. Cloud, FL
05.2024 - Current
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Assisted customers in selecting the best possible package with the least expense.
- Researched availability of airfare and hotel rooms using reservation systems.
- Prepared customized itineraries based on customer needs and preferences.
- Processed payments from clients via cash or credit cards.
- Suggested additional services such as car rentals or activities that would enhance a customer's trip.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Developed relationships with suppliers including airlines, hotels, cruise lines, tour operators to secure discounted rates for customers.
- Collaborated with colleagues to stay abreast of changes in the industry related to new products or services offered by competitors.
- Created marketing materials showcasing vacation packages available for sale through the agency.
- Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
- Provided detailed information about destinations such as climate conditions or points of interest at requested locations.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Evaluated customer feedback forms following completion of trips; used data to improve quality of services offered.
Education
High School Diploma -
Harmony High School
St. Cloud, FL05.2010
Skills
- Data evaluation
- Conflict mediation
- Senior leadership support
- Project management
- High call volume skilled
- Insurance license
- Top notch customer service and care
- Customer Service expertise
- Administrative Support
- Reservations Management
- Daily Reporting
- Cash handling experience
- Scheduling and calendar management
- Computer tech savy
Timeline
Certified Travel Agent
Oasis Destinations Travel
05.2024 - Current
Customer Care Representative
Alight Solutions
08.2022 - 04.2023
Customer Service Representative
Allstate Insurance Co
03.2019 - 11.2021
Front Desk Receptionist/Tech Support/
St. Cloud Chamber Of Commerce
01.2016 - 12.2018
Front Desk Manager/Customer Service Representative
Boggy Creek Resort And Rv Park
01.2014 - 12.2017
High School Diploma -
Harmony High School
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