Alize' Kelly
Columbia,SC
Summary
Hardworking candidate skillful in providing excellent customer
service. Proven track record of resolving customer issues in a
timely manner while upholding the highest standards of
customer satisfaction. Extensive experience in using multiple
communication channels, including phone, email, and web chat.
Strong interpersonal skills, and an ability to lead and motivate a
team to success.
Overview
9
9
years of professional experience
Work History
Apple Technical Support Representative
Apple
10.2023 - Current
- Adapted communication style to suit diverse clientele, ensuring comprehension of technical concepts regardless of experience level.
- Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
- Implemented follow-up procedures to ensure complete resolution of customer issues and continued satisfaction after initial contact.
- Increased positive customer feedback by consistently providing knowledgeable and friendly assistance.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Improved first call resolution rates by efficiently diagnosing and addressing customers'' concerns.
- Utilized comprehensive understanding of Apple hardware, software, and services to resolve a wide range of technical inquiries.
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
Customer Service Representative
Alorica
11.2021 - Current
- Deliver personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Identified opportunities for upselling additional products or services based on customer needs
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention and secure group contracts.
Medical Receptionist
Scent
06.2021 - 11.2021
- Scanned and documented new patient information in electronic health records for registration purposes
- Optimized patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone
- Managed patient check-ins by verifying insurance coverage, collecting payments, and updating accounts accordingly
- Assisted in medical record keeping and filing, including patient registration and scheduling appointments
- Provided excellent customer service to patients by answering questions about medical procedures and insurance policies
- Conducted pre-authorizations and referrals to meet third-party insurer requirements.
Medical Assistant
Lexington Brain & Spine Institute
06.2019 - 06.2021
Medical Office Manager/Assistant
Bee Healthy Clinics
01.2018 - 06.2020
- Handled incoming calls from patients seeking assistance or advice regarding their healthcare needs
- Entered billing information into the computer system accurately and completely
- Responsible for data entry, maintenance of medical records, inventory records, scheduling appointments.
Security Officer
Allied Universal
07.2017 - 06.2018
- Detected suspicious activities and watch for criminal acts or client rule infractions at or near assigned post which may be a threat to the property, client or employees at the site
- Followed procedures to respond to emergencies and alarms, such as medical incident or bomb threats, or fire alarms or intrusion
- Analyzed data gathered from security sources to detect any irregularities or inconsistencies.
Sales Associate
Target
10.2015 - 06.2017
- Greeted and escorted customers to product racks and shelves to assist with finding merchandise
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers
- Built strong client relationships and provided high value-adding services, resulting in a 15% company market share increase.
Education
High School Diploma -
Blythewood High School
Blythewood06.2014
Medical Assistant Certificate -
Virginia College in Columbia
Columbia06.2018
Skills
- Customer Service-Oriented
- Verbal & Written Communication
- Time Management
- Research and Data Analysis
- HIPAA Compliance
- Efficient and Detail-Oriented
- Documentation and Reporting
- Performance Monitoring
- Strong Problem-Solving
- Records Maintenance
- Calendar and Appointment Management
- Patient Health Information Access
- Medical Billing and Coding
- Medical Terminology
- Organization and Time Management
- Patient Interviews
- Clinical and Operational Judgement
- Patient Chart Tracking
- Customer Order Management
- Building Codes and Regulations
- Product and Service Sales
- Cash Handling Accuracy
- Microsoft Proficiency
- Adaptability & Flexibility
- CPT & ICD-10 Codes
- Typing 40 WPM
- Retail Materials Management
- Technical Troubleshooting
- Call Center Operations
- Training and Development
- Quality Assurance Controls
- Flexibility
- Technical problem solving
- Learning Agility
- Software Diagnostics
- Software Installation
- Teamwork and Collaboration
- Product Demonstration
- Workflow Optimization
- Customer Service
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Active Listening
- Remote Technical Support
Timeline
Apple Technical Support Representative
Apple
10.2023 - Current
Customer Service Representative
Alorica
11.2021 - Current
Medical Receptionist
Scent
06.2021 - 11.2021
Medical Assistant
Lexington Brain & Spine Institute
06.2019 - 06.2021
Medical Office Manager/Assistant
Bee Healthy Clinics
01.2018 - 06.2020
Security Officer
Allied Universal
07.2017 - 06.2018
Sales Associate
Target
10.2015 - 06.2017
High School Diploma -
Blythewood High School
Medical Assistant Certificate -
Virginia College in Columbia