Alishia Stewart
Austin,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
TTEC
Austin, TX
10.2021 - 01.2023
- Informed members on how to get a referral to see a specialist
- letting them know if an authorization has been approved or denied and how to file an appeal if denied
- Assist members with finding medical providers, specialists, dentists, and ophthalmologists who accept their plan
- Assist members by directing them to the resources that will help them with issues they may be facing concerning homelessness, mental issues, drug addiction
- Managed high call volume with tact and professionalism.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations..Deescalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative
DentaQuest
07.2018 - 03.2020
- Handled inbound calls from policyholders, health care providers, and other insurance companies
- Answered inquiries on policy coverage and dental claims, as well as answered questions about approved or denied authorizations
- Accurately documented researched and resolved customer service issues
- Managed high call volume with tact and professionalism.
Customer Service
Harte Hanks INC
Austin, TX
06.2014 - 06.2018
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer information and determine the issue by evaluating and analyzing the symptoms
- Research required information using available resources
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Redirect problems to appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
- Organize ideas and communicate deliver service and support to end-users using and operating automated call distributoral messages appropriate to listeners and situations
- Follow up and make scheduled callbacks to customers where necessary
- Stay current with system information, changes, and updates.
Customer Service
Sears Cooperaon
06.2012 - 05.2014
- Track and follow-up all customer request in a timely manner
- Maintain a broad knowledge of all company products, service, and promotion
- Manage large volume of customer calls in a friendly and courteous manner
- Provided exceptional customer service
- Greet and address customer in a friendly respectful way
- Maintain procedures and process for first level problem determination
- Work with products and sales team to address and resolve customer issues efficiently
- Return customers calls in a timely manner to ensure customer satisfaction.
Technical Support Operator
T-Mobile
Beaumont, TX
01.2004 - 10.2009
- Handled a high influx of inbound calls within a dynamic call center environment
- Managed multiple priorities and maintained effective results in a quota-driven workplace
- Assisted wireless cell phone customers with items such as plan changes, adding minutes, and troubleshooting
- Responded to customer inquiries and requests and resolved issues efficiently and professionally
- Exercised strong interpersonal communication skills with customers and department personnel
- Accepted assignments with open, cooperative, positive, and team-oriented attitude
- Utilized multiple call center support applications to efficiently assist customers and agents.
Customer Service Representative
West Telecommunications
05.2000 - 12.2004
- Delivered world-class customer service and built customer satisfaction and loyalty
- Provided effective and timely resolution of a range of customer inquiries
- Strive for one call resolution of customer issues
- Completed ongoing training to stay abreast of products, services, and policy changes
- Struck a positive and cooperative tone with both customers and co-workers
- Increased customer experience by providing information on new product rate plans and services through up-selling opportunities.
Pre-School Teacher
Little Angel Daycare
Beaumont, TX
04.1996 - 04.2000
- Supervised 4 Teacher Assistants
- Utilized play and interactive activities to develop language and vocabulary
- Planned and organized a range of individual and group activities
- Provided a positive and safe learning environment
- Used creative and practical skills to prepare inspirational learning material
- Monitored and reported on children's development and identified those with possible learning difficulties, consulting professionals when appropriateConducted classroom activities to stimulate physical, mental, and social development of preschool students.
- Organized educational materials and resources to create an engaging learning environment.
- Assisted in providing a safe and secure environment for children.
- Established positive relationships with parents and guardians by regularly communicating student progress.
Education
Associate of Arts - Foundation of Business
University of Phoenix
02.2012
Skills
- World Class Customer Service
- Call Center Operation
- Typing 35-40 WPM
- Microsoft Office
- Problem Solving
- Technical Support
- Reports & Documentation
- Customer Order Fulfillment
- Professional phone etiquette
- Quick learner
- Organization
- Prioritizing
Affiliations
Reading, cooking, gardening, family activities, volunteer at food shelter
References
References available upon request.
Timeline
Customer Service Representative
TTEC
10.2021 - 01.2023
Customer Service Representative
DentaQuest
07.2018 - 03.2020
Customer Service
Harte Hanks INC
06.2014 - 06.2018
Customer Service
Sears Cooperaon
06.2012 - 05.2014
Technical Support Operator
T-Mobile
01.2004 - 10.2009
Customer Service Representative
West Telecommunications
05.2000 - 12.2004
Pre-School Teacher
Little Angel Daycare
04.1996 - 04.2000
Associate of Arts - Foundation of Business
University of Phoenix