Alisha Powe
Annapolis ,MD
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, my tenure at Ourisman Automotive Enterprises showcases my expertise in conflict resolution. Recognized for mentoring peers and leading by example, I excel in critical thinking and operational improvements, contributing to a significant increase in client loyalty and operational efficiency.
Overview
17
17
years of professional experience
Work History
Customer Service Representatives Ii
Ourisman Automotive Enterprises
Laurel, MD
11.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative Team Lead
Signature Collision Centers
Annapolis, MD
05.2019 - 05.2021
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
Lead Operations Specialist
Flagger Force Traffic Control Services
Glen Burnie, MD
11.2015 - 04.2019
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
- Maintained high standards of quality assurance through routine inspections of facilities, equipment, and employee performance.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge on relevant laws and guidelines.
- Increased customer satisfaction by addressing concerns promptly and implementing feedback-driven improvements.
- Oversaw vendor relationships, negotiating contracts and monitoring performance to ensure quality service delivery.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Reservation Specialist
Koons Toyota
Annapolis, MD
04.2008 - 10.2015
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Provided exceptional customer service throughout the entire scheduling process, leading to positive reviews and referrals.
- Resolved various issues and discrepancies for customers.
- Resolved customers' issues promptly, resulting in improved client satisfaction rates.
- Adhered to company guidelines and regulations consistently, ensuring a high standard of professionalism in all aspects of the Reservation Specialist role.
Education
Bachelor Of Science - Criminal Justice
Kaplan University
Davenport, IASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- CCC One software
- Reynolds software
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Appointment scheduling
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Building rapport
- Clerical support
- Filing
- Multi-line phone talent
- Coordination
Timeline
Customer Service Representatives Ii
Ourisman Automotive Enterprises
11.2021 - Current
Customer Service Representative Team Lead
Signature Collision Centers
05.2019 - 05.2021
Lead Operations Specialist
Flagger Force Traffic Control Services
11.2015 - 04.2019
Reservation Specialist
Koons Toyota
04.2008 - 10.2015
Bachelor Of Science - Criminal Justice
Kaplan University