Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Alishia Gray

Alishia Gray

Conyers,GA

Summary

Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Overview

13
13
years of professional experience

Work History

Customer Service Representative Team Lead

Orkin Pest Control
08.2021 - 09.2023
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Implemented customer service policies and procedures for consistent performance standards.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Handled after hours commercial calls for immediate service needs.

Retention Specialist

Orkin Pest Control
08.2019 - 08.2021
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Adhered to appropriate legal scripting when required.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.

Customer Service Representative

Orkin Pest Control
03.2011 - 08.2019
  • Actively listened to customers, handled concerns quickly and upsell pest products efficiently.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Associate of Science - Mortuary Science And Embalming

Gupton Jones College of Funeral Service
Decatur, GA
08.2010

Skills

  • Microsoft Office
  • Outbound and Inbound Calls
  • Problem Resolution
  • Virtual setting
  • Customer Relations
  • Active Listening
  • Team Development
  • Sales and Upselling
  • Coaching and Mentoring
  • Workforce management
  • Customer Retention Strategies

Timeline

Customer Service Representative Team Lead

Orkin Pest Control
08.2021 - 09.2023

Retention Specialist

Orkin Pest Control
08.2019 - 08.2021

Customer Service Representative

Orkin Pest Control
03.2011 - 08.2019

Associate of Science - Mortuary Science And Embalming

Gupton Jones College of Funeral Service

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Alishia Gray