Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ali'sheya French

Byron,GA

Summary

Customer-focused and results-oriented Customer Service Agent with over [9] years of experience in fast-paced call centers and retail environments. Proven track record in providing exceptional service, resolving customer concerns, and maintaining high levels of customer satisfaction. Skilled in communication, problem-solving, and working collaboratively with teams to achieve company goals. Committed to delivering accurate information, handling customer inquiries efficiently, and building positive customer relationships.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

GEICO
07.2021 - 07.2025
  • Inbound Calls: Handle a high volume of inbound customer calls, addressing inquiries related to auto, home, and other types of insurance coverage.
  • Policy Assistance: Help customers understand their policies, explain coverage options, and assist with policy changes, renewals, or updates.
  • Billing Support: Assist customers with billing inquiries, making payments, discussing premiums, and resolving account discrepancies.
  • Claims Support: Provide guidance on submitting claims, tracking claim status, and addressing any claim-related concerns.
  • Problem Solving: Resolve customer complaints and issues efficiently by identifying the root cause and offering appropriate solutions.
  • Cross-Selling & Up-Selling: Educate customers about additional GEICO products and services that may meet their needs, such as bundling options or discounts.
  • Data Management: Accurately enter and update customer information, transactions, and case notes in GEICO's CRM system.

Customer Service Representative

Conduent
07.2020 - 02.2021
  • Answer Incoming Calls: Respond promptly to inbound calls from customers regarding inquiries, issues, or product support.
  • Customer Support: Address customer concerns, complaints, and questions professionally and empathetically, ensuring all concerns are resolved effectively.
  • Product and Service Knowledge: Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
  • Problem Resolution: Identify customer needs and offer appropriate solutions, troubleshooting issues, processing refunds or replacements, or guiding customers through service steps.
  • Database Management: Record and maintain accurate customer information, interactions, and feedback in the CRM system.

Customer Service Representative

Walmart
05.2017 - 07.2020
  • Greet all visitors, customers, or guests with a friendly, warm, and professional demeanor.
  • Provide information about the company, services, or products offered.
  • Direct visitors to the appropriate location or department.
  • Ensure the front desk area is clean, organized, and well-maintained.
  • Answer or redirect phone calls and inquiries as necessary.
  • Assist with check-in or registration processes when applicable.
  • Assist in maintaining a safe and secure environment by monitoring visitor access and following established procedures.

Education

NORTHSIDE HIGH SCHOOL
Warner Robins, GA
05-2017

Skills

Active Listening & Empathy

Effective Communication (Verbal & Written)

Problem-Solving & Conflict Resolution

CRM & Call Center Software (eg, Salesforce, Zendesk)

Multitasking & Time Management

Product Knowledge & Sales Support

Complaint Handling & Escalation Procedures

Data Entry & Documentation

Conflict Resolution

Upselling & Cross-Selling Products

Adaptability & Patience

Team Collaboration & Support

Timeline

Customer Service Representative

GEICO
07.2021 - 07.2025

Customer Service Representative

Conduent
07.2020 - 02.2021

Customer Service Representative

Walmart
05.2017 - 07.2020

NORTHSIDE HIGH SCHOOL

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