Alisha Salas
Phoenix,AZ
Summary
Experienced manager with a proven track record of successfully leading and guiding teams to achieve exceptional results. Skilled in maintaining a positive and customer-centric service environment, ensuring customer satisfaction and loyalty. Demonstrates effective staff direction, fostering a collaborative and motivated work atmosphere. Committed to delivering high-quality service and continuously improving operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
UnitedHealth Group
Phoenix, AZ
09.2022 - 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.
Area Manager
ABM Industries, Inc.
Tempe
04.2020 - 06.2022
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
- Offered strong customer service skills, keeping customers satisfied
- Developed relationships with new staff members, and assisted existing staff members in their career development
- Provided customer service and was involved in training new team members each month.
Executive training coordinator
Cracker Barrel
Phoenix
12.2016 - 09.2021
- Responsible for the onboarding process and handling of I9 documents
- Trained all newly hired employees both in restaurant and retail
- Created and updated all employee files weekly as needed
- Called new hire selections to schedule onboarding process and create training schedule
- Implementation of all company policy changes
- Assisted in coaching employees and maintaining guest satisfaction.
Education
High School Diploma -
Penn Foster
Scottsdale, AZ10.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Microsoft Outlook
- Scheduling
- Follow-up skills
- De-Escalation Techniques
- Research
- Claims research
Timeline
Customer Service Representative
UnitedHealth Group
09.2022 - Current
Area Manager
ABM Industries, Inc.
04.2020 - 06.2022
Executive training coordinator
Cracker Barrel
12.2016 - 09.2021
High School Diploma -
Penn Foster