Alisia Mitchell
Augusta,GA
Summary
Adept at leveraging comprehensive listening skills and IT support services, I significantly enhanced customer satisfaction at Guidehouse by efficiently resolving complaints and utilizing feedback to improve service. My expertise in Microsoft Excel and ability to maintain calm under pressure led to a notable increase in customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative - Helpdesk Remote
Guidehouse
Remote
03.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative-WFH
Broad Path Healthcare Solutions
09.2021 - 01.2023
- Addressed and corrected discrepancies in financial records, customer services, and delivery operations.
- Delivered prompt service to prioritize customer needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained efficiency in managing more than 70 calls per shift.
- Clarified support guidelines for customers.
- Upgraded and maintained platforms for handling client records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
- Handled incoming questions promptly.
- Maintained up-to-date knowledge of product and service changes.
- Explained payment procedures to customers.
- Addressed key escalations between departments, leading to improved customer loyalty.
- Addressed over 60 customer phone engagements per day.
Customer Service Representative-WFH
Geico Georgia
04.2016 - 09.2018
- Performed data entry tasks.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled a large number of inbound and outbound calls per day.
Education
High School Diploma -
Burke County High School
Waynesboro, GA05.2015
Skills
- Microsoft Excel
- Payment Processing Expertise
- Comprehensive Listening Skills
- Microsoft PowerPoint
- Client Support
- Typing Proficiency
- Documentation
- Help Desk Support
- Helpdesk Call Support
- IT Support Services
- Network Troubleshooting
Timeline
Customer Service Representative - Helpdesk Remote
Guidehouse
03.2023 - Current
Customer Service Representative-WFH
Broad Path Healthcare Solutions
09.2021 - 01.2023
Customer Service Representative-Remote
Bank of America
10.2018 - 03.2020
Customer Service Representative-WFH
Geico Georgia
04.2016 - 09.2018
High School Diploma -
Burke County High School