Summary
Overview
Work History
Education
Skills
Timeline
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ALISHA TOLER

Bogalusa,Louisiana

Summary

Customer service representative with over 20 years of experience leading teams and enhancing customer satisfaction. Skilled in problem-solving, upselling, data analysis, and inventory management. Proven ability to implement training programs and foster a collaborative environment, driving team performance and customer loyalty.

Knowledgeable Customer Service Supervisor with solid background in overseeing customer support teams. Proven track record of enhancing customer satisfaction and streamlining service processes. Demonstrated strong problem-solving abilities and effective team leadership.

Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Experienced Customer Service Supervisor bringing over 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

24
24
years of professional experience

Work History

Customer Service Representative

Capital Bridge Health Services
09.2024 - 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 strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in training programs to enhance product knowledge and customer service skills.

Supervisor

Walmart
02.2024 - 09.2024
  • Handle cash transactions accurately, ensuring a balanced till at end of shift - Enhanced customer satisfaction through efficient service - Developed strong problem-solving skills by resolving customer complaints - Maintained a clean and organized work area, contributing to overall store efficiency
  • Eager to learn quickly and work diligently, consistently meeting deadlines and maintaining high-quality standards.
  • Implemented upselling techniques, boosting daily sales by 15% while maintaining excellent customer service.
  • Accurately processed over 200 transactions daily, ensuring zero discrepancies and maintaining a balanced till.
  • Assisted in training new cashiers, fostering a collaborative environment and enhancing team performance.
  • Proactively engaged with customers, providing product information and enhancing shopping experience.
  • Monitored and reported inventory discrepancies, contributing to efficient stock management and reducing shrinkage.

Customer service representative Supervisor

General Dynamics Information Technology
09.2012 - 06.2017
  • Led a team of customer service representatives, increasing team performance and satisfaction by 20%.
  • Implemented a new customer feedback system, reducing response times by 30% and boosting resolution rates.
  • Monitored service metrics, identifying inefficiencies and improving overall service quality by 15%.
  • Developed customer retention strategies, increasing repeat business by 18% and enhancing client loyalty.
  • Introduced new training modules, resulting in a 22% increase in first-contact resolution rates.
  • Analyzed customer service data, identifying trends and implementing strategies that reduced complaint volume by 15%.
  • Streamlined communication channels, improving team efficiency and reducing average resolution time by 25%.
  • Fostered a collaborative environment, enabling cross-functional teamwork that led to a 10% increase in service delivery speed.
  • Pioneered a digital knowledge base for representatives, enhancing information accessibility and reducing training time by 20%.
  • Mentored junior staff, providing guidance and support which resulted in a 30% improvement in their performance metrics.
  • Streamlined reporting processes, reducing data entry errors by 15% and improving the accuracy of service metrics.

Manager

Dollar General
05.2006 - 08.2012
  • Managed daily operations, ensuring team productivity and adherence to company standards.
  • Implemented training programs, improving staff efficiency and customer satisfaction.
  • Analyzed sales data, identifying trends and optimizing inventory management.
  • Resolved customer issues promptly, maintaining high levels of service quality.
  • Developed strategic plans, driving store profitability and growth.
  • Led team of 15, optimizing store operations and achieving 20% increase in sales through strategic planning and effective resource management.
  • Fostered a positive work environment, enhancing team productivity and customer satisfaction, resulting in a 15% reduction in employee turnover.
  • Implemented inventory control measures, reducing stock discrepancies by 30% and ensuring accurate and timely restocking of products.
  • Introduced new customer service protocols, enhancing shopping experience and boosting repeat customer rate by 25%.
  • Oversaw daily store operations, ensuring compliance with company policies and maintaining high standards of cleanliness and organization.

Surveillance Manager

IP Casino
04.2001 - 01.2006
  • Managed surveillance operations, ensuring compliance with regulations and enhancing security protocols.
  • Led a team of 15, achieving a 20% reduction in security incidents through strategic monitoring.
  • Implemented advanced surveillance technologies, improving incident detection and response times.
  • Collaborated with law enforcement, resulting in successful resolution of critical security breaches.
  • Eager to learn quickly and work diligently, consistently meeting deadlines with a positive attitude.
  • Elevated team efficiency by 25% through strategic training and performance assessments.
  • Conducted detailed surveillance audits, identifying and mitigating potential security threats proactively.
  • Fostered strong inter-departmental communication, ensuring seamless coordination during high-risk events.
  • Pioneered the integration of AI-based surveillance systems, significantly enhancing threat detection accuracy.
  • Maintained meticulous logs of all surveillance activities, ensuring regulatory compliance and operational transparency.

Education

Business Administration

American Intercontinental University
Online
12.2023

Bachelor In Criminal Justice - Criminal Justice

Grambling State University
Grambling, Louisiana
05.1997

Skills

  • Problem-solving
  • Data analysis
  • Inventory management
  • Training
  • Team leadership
  • Communication

Timeline

Customer Service Representative

Capital Bridge Health Services
09.2024 - Current

Supervisor

Walmart
02.2024 - 09.2024

Customer service representative Supervisor

General Dynamics Information Technology
09.2012 - 06.2017

Manager

Dollar General
05.2006 - 08.2012

Surveillance Manager

IP Casino
04.2001 - 01.2006

Business Administration

American Intercontinental University

Bachelor In Criminal Justice - Criminal Justice

Grambling State University

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