Aliyana Lawson
Albany,GA
Summary
Dynamic professional with a proven track record at Phoebe Putney Memorial Hospital, excelling in customer service and data entry proficiency. Skilled in complaint resolution and teamwork, demonstrated through developing training materials and enhancing team performance. Achieved significant improvements in service levels, showcasing adaptability and a commitment to excellence. Dedicated worker with over 5+ years in customer service. Skilled in many different software's and have excellent computer skills
Overview
6
6
years of professional experience
Work History
Patient Contact Specialist
Phoebe Putney Memorial Hospital
Albany, GA
10.2024 - Current
- Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
- Worked independently and in team environment and inspired fellow employees to engage in high-performing and values-based culture.
- Assisted with the development of company-wide training materials aimed at improving Contact Specialist competencies and overall performance levels.
- Trained new personnel regarding company operations, policies and services.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Schedule all appointments that are need.
Front Desk Receptionist
Albany Area Primary Health Care
Albany, GA
03.2024 - 10.2024
- Increased guest retention by maintaining a welcoming and organized reception area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Multitasking between multiple websites and softwares at a time.
Customer Service Representative
TTEC
Remote
05.2023 - 03.2024
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Assist all customers with enrolling/ dis-enrolling for health insurance.
- Answer all health insurance related questions like OE periods and QLE.
Front End Associate
Walmart
Albany, GA
07.2022 - 10.2022
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Facilitated cash, check and credit transactions on cash register with 100% accuracy.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Line Operator
Sanderson Farms
Moultrie, GA
12.2021 - 07.2022
- Communicated effectively with team members across departments for seamless coordination during shift transitions and critical operations updates.
- Followed job order for product specifications, dimensions, tolerances, and sequence of operations.
- Assembled products according to changing daily work orders and specific customer needs.
- Increased overall productivity by training new employees on proper procedures, equipment usage, and safety protocols.
- Minimized machine downtime by promptly escalating technical problems to appropriate maintenance personnel for speedy resolution.
- Reduced accidents and injuries by observing safety policies and procedures.
- Put all products through the machines at a timely manner.
Cashier Trainer
Chic-Fil-A
Tampa, FL
02.2019 - 03.2021
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
- Helped customers complete purchases, locate items, and join reward programs.
- Preserved orderly checkout areas by carrying out general cleaning and organizational duties such as emptying trash cans, sanitizing conveyor belts and removing empty shopping baskets.
- Assisted cashiers in setting personal goals for professional growth, driving increased levels of job satisfaction.
Education
High School Diploma -
Wharton High School
Tampa, FL05-2021
Skills
- Data entry proficiency
- Complaint resolution
- Technical aptitude
- Call handling
- Teamwork
- Customer service
- Problem-solving skills
- Multitasking
- Calm and professional under pressure
- Organizational skills
- Active listening
- Adaptability and flexibility
- Money handling
- Microsoft office
- De-escalation techniques
- Order fulfillment
- Account management
- Stock management
Timeline
Patient Contact Specialist
Phoebe Putney Memorial Hospital
10.2024 - Current
Front Desk Receptionist
Albany Area Primary Health Care
03.2024 - 10.2024
Customer Service Representative
TTEC
05.2023 - 03.2024
Front End Associate
Walmart
07.2022 - 10.2022
Line Operator
Sanderson Farms
12.2021 - 07.2022
Cashier Trainer
Chic-Fil-A
02.2019 - 03.2021
High School Diploma -
Wharton High School